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With Contact Center AI Platform (CCAI Platform), you can export call and chat session data to use
with Alvaria Workforce for workforce management (WFM).
To export session data for Alvaria Workforce, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click
menuMenu.
Go to the Session Data Export pane, and then click Manage Data Export
Settings. The Session Data Export page appears.
Click the Alvaria Integration toggle to the on position.
In the Deliver data reports in field, select a time zone.
Under Session Data Reports, select the type of reports that you want to
include in the export. If you select Send basic WFM session data report,
specify the report delivery interval.
Under Delivery Destination, select Google Cloud.
In the Bucket Name field, enter a name for your Cloud Storage bucket.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCCAI Platform enables the export of call and chat session data for use with Alvaria Workforce for workforce management.\u003c/p\u003e\n"],["\u003cp\u003eA Google Cloud service account with the \u003ccode\u003eStorage Object Admin\u003c/code\u003e role and a corresponding JSON service account key are required for exporting session data.\u003c/p\u003e\n"],["\u003cp\u003eTo enable data export for Alvaria, you must toggle on the Alvaria Integration within the Session Data Export settings in the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eThe export process requires configuring settings such as time zone, report types, delivery destination, bucket name, and folder path.\u003c/p\u003e\n"],["\u003cp\u003eYou will need to upload a JSON service account key to authenticate the data transfer, or you can skip this step if a key has already been uploaded.\u003c/p\u003e\n"]]],[],null,["# Alvaria Workforce integration\n\nWith Contact Center AI Platform (CCAI Platform), you can export call and chat session data to use\nwith Alvaria Workforce for workforce management (WFM).\n\nBefore you begin\n----------------\n\n- A Google Cloud [service\n account](/iam/docs/service-account-overview) with the `Storage Object Admin` role. For more information, see [Create service accounts](/iam/docs/service-accounts-create).\n- A JSON service account key. You use this key in [Set up external storage with Cloud Storage](/contact-center/ccai-platform/docs/external-storage#set-up-cloud-storage). For more information, see [Create a service\n account key](/iam/docs/keys-create-delete#creating). **Caution:** Follow Google Cloud-recommended best practices for storing your key.\n\nExport session data for Alvaria Workforce\n-----------------------------------------\n\nTo export session data for Alvaria Workforce, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Developer Settings** .\n If you don't see the **Settings** menu, click\n menu**Menu**.\n\n2. Go to the **Session Data Export** pane, and then click **Manage Data Export\n Settings** . The **Session Data Export** page appears.\n\n3. Click the **Alvaria Integration** toggle to the on position.\n\n4. In the **Deliver data reports in** field, select a time zone.\n\n5. Under **Session Data Reports** , select the type of reports that you want to\n include in the export. If you select **Send basic WFM session data report**,\n specify the report delivery interval.\n\n6. Under **Delivery Destination** , select **Google Cloud**.\n\n7. In the **Bucket Name** field, enter a name for your Cloud Storage bucket.\n\n8. Under **Service Account Key (JSON File)** , click **Upload key** to upload your\n JSON service account key for authentication. For more informatoion, see\n [Manage access to service accounts](/iam/docs/manage-access-service-accounts)\n and [Create and delete service account keys](/iam/docs/keys-create-delete).\n\n | **Note:** If you've already uploaded a service account key, you can skip this step.\n9. In the **Folder Path** field, enter the folder path that you want inside your\n bucket---for example, `gs://TestName/test`.\n\n10. Click **Save**."]]
