QM, SIPREC, and WFM integration

With Contact Center AI Platform (CCAI Platform), you can export session data directly to your quality management (QM) application, session initiation protocol real-time event collection (SIPREC) application, or workforce management (WFM) application.

Application types

This section shows the types of applications that can accept session data exports from CCAI Platform.

QM

You can export call or chat events to your QM application. For QM integration, you need a QM application that can ingest computer technology integration (CTI) events. For information about the call and chat events that CCAI Platform exports for QM integration, see the following:

SIPREC

You can export call events to your SIPREC application. Google recommends setting up a SIPREC stream to receive SIPREC call events.

WFM

You can export session data to your WFM application. For more information, see Workforce management.

Compare QM call events with SIPREC call events

QM and SIPREC call events are used for different purposes, so which option you choose depends on your use case. The following table outlines their main differences.

QM call events SIPREC call events
Purpose Quality management and call monitoring. Typically used for activities like call recording, evaluating agent performance, and ensuring compliance with quality standards. Real-time event collection and recording of SIP (Session Initiation Protocol) communications. SIPREC is a protocol used for recording voice and video calls in real-time or near real-time, often used for compliance, security, and troubleshooting purposes.
Use cases Crucial for industries where regulatory compliance and quality control are important, such as contact centers, financial institutions, and healthcare organizations. Often used for monitoring customer interactions and assessing agent performance. Typically used in scenarios where it's necessary to record and capture SIP-based communication sessions, such as VoIP (Voice over Internet Protocol) calls. Important in industries where regulatory compliance, legal requirements, or security monitoring are priorities.
Content Call recordings, call metadata (such as call start and end times), and associated data relevant to quality assessments. Information related to the setup and teardown of SIP sessions, as well as the media streams (audio and video) being exchanged during the session.

Export session events to your QM application

To export session events to your QM application, follow these steps:

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

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

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

  4. To export call events to your QM application, do the following:

    1. Select the QM Call Events - send call sessions events checkbox.

    2. In the API Endpoint field, enter the endpoint for your QM application.

    3. In the Username field, enter a username to authenticate with your QM application.

    4. In the Password field, enter a password to authenticate with your QM application.

  5. To export chat events to your QM application, do the following:

    1. Select the QM Chat Events - send chat sessions events checkbox.

    2. In the API Endpoint field, enter the endpoint for your QM application.

    3. In the Username field, enter a username to authenticate with your QM application.

    4. In the Password field, enter a password to authenticate with your QM application.

  6. Click Save.

Export call events to your SIPREC application

To export call events to your SIPREC application, follow these steps:

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

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

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

  4. Select the SIPREC Call Events - send call sessions events checkbox.

  5. In the API Endpoint field, enter the endpoint for your SIPREC application.

  6. In the Username field, enter a username to authenticate with your SIPREC application.

  7. In the Password field, enter a password to authenticate with your SIPREC application.

  8. Click Save.

Export session data to your WFM application

To export session data to your WFM application, follow these steps:

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

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

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

  4. Select the WFM Data - send WFM session data to NICE checkbox.

  5. In the Deliver data reports in field, select a time zone. This is the timezone used for data reporting.

  6. In the WFM session data delivery interval field, select a data delivery interval. This controls how frequently WFM session data is delivered.

  7. In the API Endpoint field, enter the endpoint for your WFM application.

  8. In the Username field, enter a username to authenticate with your WFM application.

  9. In the Password field, enter a password to authenticate with your WFM application.

  10. In the ACD ID field, enter your Automatic Call Distributor (ACD) ID to authentication with your ACD system.

  11. In the ACD Key field, enter your ACD key to authentication with your ACD system.

  12. In the SFTP Host field, enter the hostname or IP address of your SFTP server. This is the server where data files are delivered.

  13. In the SFTP Username field, enter a username for SFTP authentication.

  14. In the SFTP Password field, enter a password for SFTP authentication.

  15. In the SFTP Port field, enter the port number for your SFTP server. The default SFTP port is typically 22.

  16. In the SFTP Path enter the directory path on your SFTP server where data files should be saved.

  17. Click Save.