Table of Contents
Learn the basics of how Playvox integration works.
Who maintains the integration? #
Playvox’s integration with Gladly is built and maintained by Playvox.
Basic scope #
The Gladly Connector is an Integration, which allows you to connect your Playvox Application to your Gladly Application. Once connected, Playvox will synchronize data from Gladly into Playvox, with a maximum of two hours delay depending on how Gladly internally exposes data via your API. The connector is there to track Agent status for adherence, Conversations, and initiating Contacts for volume / SLA / forecasting and Agent work sessions for handle time/occupancy.
- User Sync – Synchronizes based on matching email addresses in both applications, and makes sure that the integration identifier is correctly defined. Runs hourly.
- Agent Status Tracking – Real-time adherences, captures Schedules and Tasks. Runs minutely.
- Conversation – Responds to Created and Closed events, captures, Identifier Type, Start Time, Resolution Time & Agent. Run near real-time.
- Work Sessions – Handle time/Occupance, captures Work, Activity Logs, Activity type, Direction, work effort, and start and end date. Runs every 10 minutes.
How it’s integrated #
Playvox integration with Gladly is configured through Gladly. You’ll need the following information to complete the setup process.
- API token – Token is generated in Gladly
- Gladly URL – Your Gladly domain (i.e., {YOUR-COMPANY}.gladly.com}
- Email address – The email address used for the integration
