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

Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionString) will need to be completed ASAP with your valid credentials.

Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint
Open the Plugin Settings list
Configure the following settings:

Verint

Setting	Description	Default value	Scope
Verint.UTCTimeCorrection	Correct both "time (in format (+/-)hhmm) , offset (in format (+/-hhmm)" from UTC.	+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.