Alvaria workforce management (WFM) integration

The Export session data settings allow you to set up and configure your integration with Alvaria workforce management.

The following steps will guide you through customizing your settings, enabling session data export, configuring data delivery, and selecting the reports.

Before you begin

Before integrating with Alvaria workforce management, make sure you have the following:

  • An Alvaria workforce management account

  • The following Cloud Storage permissions:

    • storage.objects.create

    • storage.objects.get

    • storage.objects.update

    • storage.objects.delete

Enable session data export

To enable session data export, follow these steps:

  1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.

  2. Go to the Session Data Export pane, and then click Manage Data Export Settings.

  3. Click the Alvaria Integration toggle to the on position.

  4. In the Deliver data reports in list, select a time zone.

  5. Under Session Data Reports, select the type or reports that you want to include in the export. If you select Send basic WFM session data report, specify the report delivery interval.

  6. Under Delivery Destination, select the Cloud Storage service that you want.

  7. In Bucket Name field, enter a name for your Cloud Storage bucket.

  8. Under Service Account Key (JSON File), click Upload key to upload your JSON service account key for authentication. For more informatoion, see Manage access to service accounts and Create and delete service account keys.

  9. In the Folder Path field, enter the folder path that you want inside your bucket—for example, gs://TestName/test.

  10. Click Save.