Aspect Workforce Management Integration Overview with Intradiem Provider API

Overview

Key Benefits

Intradiem integrates with Aspect Workforce Management using APIAn application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. calls provided by Aspect Web Services. The integration will allow you to:

Known Limitations

There are no known limitations for this integration.

System Information Requirements

The following items are required to successfully integrate the Intradiem Solution with the Aspect Workforce Management (Aspect WFM) product.

Note - If you are using an unsupported product version or do not have a required software component please contact your Success Manager or Systems Integration Engineer.

Aspect Workforce Management System Requirements and Supported Versions

The following Aspect Workforce Management products are supported:

  • Aspect Workforce Management – versions 7.5, 8.0, 8.1, 8.2, 8.3
  • Aspect Workforce Management database – installed with your current version of Aspect Workforce Management
  • Aspect Web Services – installed with your current version of Aspect Workforce Management

Aspect Workforce Management Software Requirements

The following Aspect Workforce Management software components are required:

  • Aspect Workforce Management - Empower enhancement package – this is required to access Aspect Web Services, and may be required to integrate Aspect with Intradiem. You will need to verify with Aspect if this component is required.
  • Aspect Workforce Management client – this should be current with your installed version of Aspect Workforce Management

Aspect Workforce Management Server Host Names Required

In order to properly configure the integration, please provide the following information to your Systems Integration Engineer:

  • Web Service host name – this is the web server where Aspect Web Services are installed
  • Workforce Management Database alias – this is the Database listed in the Login dialog of the Aspect Workforce Management client

Accounts and Account Information Required

As part of the integration, you will need to create an account that can authenticate to Aspect Web Services. This account can be a domain account or a local userA person authorized by a login and password to access the IntraDiem application. on the web server running Aspect Web Services.

This account is created and maintained by your system admin team using your company’s defined security policies. Once the account is created, you will need to supply the user name and password to your Systems Integration Engineer.

The account will need the following permissions and access:

  • Administrator access to Aspect Web Services – Intradiem services will run under this account
  • Entered in the Users module in Aspect Workforce Management client

Network Configuration Required

Your network admin team will need to have inbound and outbound internal connections open between Aspect Web Services and the Remote Integration Server (RISRemote Integration Service). These connections are configured and maintained using your company’s defined security policies. Once the connections are in place, you will need to supply the port numbers to your Systems Integration Engineer.

Integration Overview

The integration between the Aspect Workforce Management system and Intradiem is implemented using Aspect Web Services and the Intradiem Provider API. The integration supports six main functions:

  • Import of Aspect WFM schedule activity into Intradiem
  • Import of Segment Codes from Aspect WFM into Intradiem
  • Ability to Add, Modify, and Delete Segment Codes
  • Export (write back) of Intradiem sessions to Aspect WFM
  • Import of Aspect  Net Staffing data into Intradiem
  • Import of Aspect VTO Requests data into Intradiem

Import of Aspect WFM schedule activity into Intradiem

The Intradiem Solution imports schedule activity from Aspect WFM at pre-configured intervals in order to identify which agents are eligible for dynamic or scheduled session delivery, which agents have upcoming breaks, and agent shift start and end times. This ensures that delivered sessions do not interrupt other higher priority scheduled activities such as breaks, coaching, or meals.

The import of schedule activity from Aspect WFM into Intradiem is handled by the ScheduleSegmentFilter API call, which is supplied by Aspect Web Services as part of the Official Schedules Server.

As part of the schedule import the following parameters will need to be set in the Aspect eWFM Provider Instance in the Intradiem Admin Console:

  • Schedule Import Start Time – time each day when schedule import starts
  • Schedule Import Frequency – number of minutes between successful schedule imports
  • Days to Fetch - Future – number of days to fetch for future schedules
  • Days to Fetch - Past – number of days to fetch for past schedules

 

There are also two parameters set by Intradiem that limit the amount of agent schedule data imported from Aspect WFM in a single request, and the amount of agent schedule data exported to Intradiem in a single request. These parameters are designed to reduce server and network load.

Import of Segment Codes from Aspect WFM into Intradiem

The Intradiem Solution imports segment codes from Aspect WFM at pre-configured intervals so that rules can be written to deliver scheduled or dynamic sessions or to create intraday staffing adjustments. This ensures that all relevant segment codes are available for use from the Intradiem Solution.

The import of segment codes from Aspect WFM into Intradiem is handled by the ScheduleSegmentCodeLookup API call, which is supplied by Aspect Web Services as part of the Official Schedules Server.

The segment codes that are imported from Aspect to Intradiem are configured in the Aspect Workforce Management client:  Configuration > Scheduling > Segment Definitions.

As part of the segment code import the following parameter will need to be set in the Aspect eWFM Provider Instance in the Intradiem Admin Console:

  • Frequency of importing Segment codes – number of seconds between successful import of segment codes

Ability to Add, Modify, and Delete Segment Codes

Using the imported segment codes from Aspect WFM, the Intradiem Solution allows rules to be created that will add, modify, or delete a segment on an agent’s schedule.

The add, modify, and delete of segment codes from Intradiem to Aspect WFM is handled by the ScheduleSegmentUpdate API call, which is supplied by Aspect Web Services as part of the Official Schedules Server.

The Add Segment actionThe result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. adds segments to an agent’s schedule. As part of the Add Segment action, Intradiem calculates the Nominal Date, which is a required field in Aspect. The Nominal Date is calculated by retrieving 5 total schedule days (2 days previous, current day, 2 days future), searching for a Container Code Category that contains a relevant segment that has a start date less than or equal to the start time of the segment to add and an end date greater than or equal to the end time of the segment to add. If a segment is found that matches the search parameters, the Nominal Date for that segment will be used as the Nominal Date for that added segment. If a segment is not found that matches the search parameters, an error will be logged and no segment will be added.

The Modify Segment action modifies segments that already exist on an agent’s schedule. The modify action does not calculate the Nominal Date because that value will not change when an existing segment is modified.

The Delete Segment action deletes segments that already exist on an agent’s schedule. The delete action identifies the segment code, start and end time, and Nominal Date, and then deletes the segment.

Export (writeback) of Intradiem sessions to Aspect WFM

At the completion of dynamic or scheduled sessions, or in the case of an interrupted session, the Intradiem Solution exports (writes back) the agent’s activity to the schedule in Aspect WFM in order to accurately reflect schedule adherence and record the activities which occurred during the agent’s shift.

Note – the export/writeback process is only relevant to Intradiem delivered sessions and is separate from the add/modify/delete segment code operations.

The export (writeback) of agent activity from the Intradiem Solution back to Aspect WFM is handled by the ScheduleSegmentUpdate API call, which is supplied by Aspect Web Services as part of the Official Schedules Server.

The agent activity export ensures that the Aspect WFM schedule accurately reflects any Intradiem scheduled or dynamic sessions that occurred during a shift.

In order to maintain schedule adherence while an agent is in a session, the integration with Intradiem gives you the ability to create a rule that adds a temporary or placeholder segment to the schedule when the agent accepts a dynamic session. 

As part of the export (writeback) process the following parameter will need to be set in the Aspect eWFM Provider Instance in the Intradiem Admin Console:

  • Temporary writeback codes – the dynamic segment codes used in the writeback process, separated by commas

When the session is completed, or if it is interrupted, Intradiem will delete the temporary segment and replace it with a permanent segment that reflects the actual time in the activity.

Import of Aspect Net Staffing data into Intradiem

The Intradiem Solution imports Staff Groups, Employee Groups, and Net Staffing data from Aspect WFM at pre-configured intervals in order to allow intraday staffing rules to be created that can respond to fluctuating call volumes and available headcount.

Intradiem imports the Staff Groups first, then the Employee Groups. The employees in the Employee Groups are then associated to the agents in the Staff Groups. The Staff Groups are then used to retrieve the Net Staffing data.

The import of Staff Groups, Employee Groups, and Net Staffing data from Aspect WFM into Intradiem is handled by the IDPStaffGroupLookup API call, which is supplied by Aspect Web Services as part of the Intra-day Performance Server.

The Staff Groups that are imported from Aspect to Intradiem are configured in the Aspect Workforce Management client: Configuration > Forecasting > Staff Groups.  The Net Staffing data (both with and without adjustments) is calculated by Aspect WFM based on data from Forecast Groups, Routing Sets, Average Handle Time, and Intra-day Performance.

 

Net Staffing with Adjustments values Description
Default Title Name SRGNET J
Internal Field Name StfRvsAvlStf1 (Intradiem pulls information from this field)
Description Staff group's Revised Available Staff 1
Calculation Staff group's Revised Schedule With Adjustments — Staff group's Revised Required With Adjustments With Unproductive
Minimum Decimals 0 (zero)
Maximum Decimals 2
Minimum Value -99,999,999.99
Maximum Value 999,999,999.99
Table Name / Field Name These fields are calculated at runtime

 

Net Staffing without Adjustments values Description
Default Title Name SRGNET
Internal Field Name StfRvsAvlStf2 (Intradiem pulls information from this field)
Description Staff group's Revised Available Staff 2
Calculation Staff group's Revised Schedule Without Adjustments — Staff group's Revised Required Without Adjustments With Unproductive
Minimum Decimals 0 (zero)
Maximum Decimals 2
Minimum Value -99,999,999.99
Maximum Value 999,999,999.99
Table Name / Field Name These fields are calculated at runtime

The Net Staffing data is calculated at 30 minute intervals for the next 12 hour period. The data is then imported into each Staff Group that was retrieved.

Import of Aspect VTO Requests data into Intradiem

The Intradiem Solution imports VTO request data from Aspect WFM at pre-configured intervals so that rules can be written to manage intraday staffing and headcount.  The two VTO request statuses imported from Aspect WFM are OPEN and DEFR, and the request data is identical to what is shown in the Request Manager in the Aspect Workforce Management client.

The import of VTO request data from Aspect WFM into Intradiem is handled by the CheckerRequestLookup and CheckerSegmentRequestDetails API calls, which are supplied by Aspect Web Services as part of the Checker Server.

As part of the VTO requests import the following parameter will need to be set in the Aspect eWFM Provider Instance in the Intradiem Admin Console:

  • VTO Request Import Frequency – number of minutes between imports of VTO Start Time and VTO End Time data

The following parameters will also need to be set in the Application Properties file on the Remote Integration Server (RIS):

  • vto.segment.code – segment codes identified as VTO requests
  • vto.date.range.value – number of days of VTO request data to import at the pre-configured VTO Request Import Frequency interval
  • vto.import.batch – number of VTO requests to send in a batch to the Intradiem Solution  in order to reduce server/network load

Available Actions, Conditions, and Events

The following Actions, Conditions, and Events are available for Rule creation in the Intradiem Admin Console.

Action Description

Add Segment CodeA defined segment of time within a schedule on WFM. Also referred to as Container Code or Open Time Code.

This action will add a new segment code to one or many user's WFM schedule by defining the segment code to add, the start time for the segment code, and either the end time for the segment code or the duration.

Delete Segment Code

This action will delete a segment code to one or many user's WFM schedule based upon the delete time of the segment code.

Modify Segment Code

Use this action when the start or end time of an existing segment on a user's schedule needs to be modified.

 

Condition Triggers Description

Net Staffing With Adjustments

The number of scheduled staff, with staff adjustments, over or under the Revised Required staff.

Net Staffing Without Adjustments

The number of scheduled staff, without staff adjustments, over or under the Revised Required staff

Segment Codes

Indicates the desired segment codes to look for on each user's schedule.

Shift End Time

The time value that indicates the end of a user's schedule for the day as indicated by WFM. A user has no more segments scheduled for that day after the Shift End Time.

Shift Start Time

The time value that indicates the start of a user's schedule as indicated by WFM.

VTO Request End Time

The end of the time range during which the agent has indicated he or she would like to take advantage of voluntary time off.

VTO Request Start Time

The beginning of the time range during which the agent has indicated he or she would like to take advantage of voluntary time off.

 

Event Triggers Description

Schedule Import Completed

This eventA real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds. will be triggered when an instance of schedule import has ended for the selected WFM provider instanceA specific instance of a given provider, along with the configuration information specific to that instance. For example, Intradiem has a single Facebook provider integration, but it enables you to set up multiple instances of the Facebook provider in order to make Posts to multiple Facebook pages that your organization administers..

Schedule Import Started

This event will be triggered when an instance of schedule import is started for the selected WFM provideran internal or external integration used when defining the triggers and actions for Intradiem Rules instance.