Alvaria Workforce integration

With Contact Center AI Platform (CCAI Platform), you can export session data to use with Alvaria Workforce for workforce management (WFM).

Before you begin

• A Google Cloud service account with the Storage Object Admin role. For more information, see Create service accounts.
• A JSON service account key. You use this key in Set up external storage with Cloud Storage. For more information, see Create a service account key.
  Caution: Follow Google Cloud-recommended best practices for storing your key.

Export session data for Alvaria Workforce

To export session data for Alvaria Workforce, 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 Alvaria Integration toggle to the on position.

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

5. 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.

6. Under Delivery Destination, select Google Cloud.

7. In the 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.

   Note: If you've already uploaded a service account key, you can skip this step.

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

10. Click Save.