Dialogue Cloud

Configure WFM Plugin for Verint

Note

A WFM integration license specific to each connection is required.

Configure Verint Streaming Time Collection Interface Kafka adapter

Verint requires a special Kafka adapter for RTA.

Note

This adapter is configured by Verint.

To make the adapter able to connect with the EventHub, the following configuration must be set:

Setting Description Default value
Kafka STCI Group

Your unique group name for the data source.

fis-events
Analytics Request Topic

The topic name of the first subscription request. (This is also the EventHubName), e.g.

evh-a365-weu-d-verint-001.

 
sasl.mechanism

Security mechanism.

PLAIN
security.protocol

Security protocol.

SASL_SSL
sasl.jaas.config

Login credentials, e.g.

org.apache.kafka.common.security.plain.PlainLoginModule required username="$ConnectionString" password="Endpoint=sb://<DOMAINURL>.servicebus.windows.net/;SharedAccessKeyName=Verint-Produce-Consume-Policy;SharedAccessKey=<KEY>=;EntityPath=<PATH>".

 
group.id

A unique string that identifies the consumer group this consumer belongs to.

$Default
bootstrap.servers

A list of host/port pairs to use for establishing the initial connection to the Kafka cluster, e.g.

<DOMAINURL>.servicebus.windows.net:9093

 

Please read Kafka Consumer Configurations for more information

Configure Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature. Some, like ConnectionString will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure the following settings:

Verint

Setting Description Default value Scope
Verint.UTCTimeCorrection

Correct both "time (in format (+/-)hhmm) , offset (in format (+/-hhmm)" from UTC.

  • Time Correction: This adjusts the actual time value. For example, if you need to account for a specific time zone difference or correct the time due to some system-specific requirement, you would use this setting.
  • Offset Correction: This adjusts the time zone offset. This is useful if you need to correct the offset value that indicates the difference between local time and UTC. This can be important for systems that need to display or log times in different time zones accurately.
+0000,+0000 WFMPlugin

Verint CSI – Contact Statistics Interface

All settings marked with * must be set before the Verint CSI service can be used.
Setting Description Default value Scope
Verint.CSI.DataSourceName*

Verint DataSourceName, e.g. Anywhere365

  WFMPlugin
Verint.CSI.TimeSeriesDataEndPoint*

The endpoint for time series data: <DOMAINURL>/wfo/fis-csi-api/v1/timeSeriesData

  WFMPlugin
Verint.CSI.ReportInterval

The interval of sending statistics per x minutes. Supported: 15, 30 or 60.

Note

Statistics are reset after interval.

15 WFMPlugin
Verint.CSI.AnswerServiceLevelTime

The service level time where the agent answers the call within x seconds.

30 WFMPlugin
Verint.CSI.AppKeyId*

The app key id that is needed to authenticate with the CSI endpoint, e.g. Any365

  WFMPlugin
Verint.CSI.AppKeyValue*

The app key value that is needed to authenticate with the CSI endpoint, e.g. Anywhere365

  WFMPlugin
Verint.CSI.UseContactStatisticsInterface*

Enable or disable the service.

False WFMPlugin
Verint.CSI.ReportCallTimeWithDischarge

Add the discharge duration to call time.

False WFMPlugin
Verint.CSI.CronExpression

The cron job trigger expression to use a cron job instead of a timer to send statistics, e.g.0 0/15 * * * ?. The minutes must match Verint.CSI.ReportInterval.

  WFMPlugin

(Optional)

Verint.CSI.SkillTypes

Types of skills for which to collect data, comma-separated. Valid values: Skill, ChatSkill, AvailabilitySkill, CountDownSkill, CountdownAvailabilitySkill, ForwardSkill, ChatForwardSkill, EscapeMaxQueueSizeSkill. Warning: Forward skills are not recommended!

Note

Available since hotfix Bundles DC2024.01c and DC2023.04d

Skill WFMPlugin

Verint STCI – Streaming Time Collection Interface

Note

Requires Configure Verint Streaming Time Collection Interface Kafka adapter to function. The plugin settings must match with those configured for the adapter.

All settings marked with * must be set before the Verint STCI service can be used.
Setting Description Default value Scope
Verint.STCI.ConnectionString *

The connection string for connecting with the EventHub, e.g. Endpoint=sb://<DOMAINURL>.servicebus.windows.net/;SharedAccessKeyName=Verint-Produce-Consume-Policy;SharedAccessKey=<KEY>=;EntityPath=<PATH>.

  WFMPlugin
Verint.STCI.EventHubName * (Topic)

The location where messages are placed, e.g. evh-a365-weu-d-verint-001.

  WFMPlugin
Verint.STCI.EndPoint * (BootstrapServers)

The endpoint of the EventHub, e.g.<DOMAINURL>.servicebus.windows.net:9093.

  WFMPlugin
Verint.STCI.UseStreamingTimeCollectionInterface *

Enable or disable the service.

False WFMPlugin
Verint.STCI.PartitionId

specify the id where messages will be posted.

0 WFMPlugin
Verint.STCI.PartitionKey

specify the key where messages will be posted. Most of the time this value is set, e.g.ucc_support.

  WFMPlugin
Verint.STCI.UseUCCPartitionKey

Use the UCC name as Partition key where messages will be posted.

False WFMPlugin
Verint.STCI.UseHeartBeat

Enable or disable heart beat events.

False WFMPlugin
Verint.STCI.HeartBeatInterval

The interval of sending a heartbeat per x seconds.

60 WFMPlugin

Important

With the EventHub it is possible to map messages to a partition, the id or key needs to be set to make it work, not both!

The messages will be posted to all partitions if none of the two is set, see

Mapping of events to partitions | Microsoft Learn .

Note

With only one UCC this is not really interesting unless you have multiple UCC's that are using this plugin to sends messages to the same EventHub.