CXone Mpower WFM offers flexible integration capabilities with Non-CXone Mpower ACDs (Automatic Call Distributors) to support a wide range of diverse customer environments. These integrations are designed to meet varying technical requirements and deployment preferences across our client base. Currently, CXone WFM supports three primary integration methods.
For detailed information on each ACD, refer to its dedicated page below. Each page provides instructions for downloading and installing Connectors and configuring the APIs.
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WFM Mpower Engagement Hub: Our latest and most scalable integration approach, enabling seamless connectivity with modern ACDs through a centralized, API-driven hub.
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SDK-Based Integrations: A comprehensive Software Development Kit (SDK) that includes a suite of Java-based APIs to facilitate real-time and historical data exchange between non-CXone ACDs and CXone WFM.
For more information on SDK deployment, visit the SDK for setup instructions.
CXone WFM currently supports integration with only one ACD at a time. Customers cannot integrate both a third-party ACD and a CXone ACD concurrently.
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Point-to-Point Integrations: Legacy direct integrations tailored for specific ACD platforms.
Point-to-point integrations require Advanced Services for development, deployment, and ongoing maintenance.
Supported Data Features
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Historical data in 15-minute or 30-minute intervals
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Real-time data for agent states of 3 seconds or more
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Supports the When Contact Ended (WCE) paradigm
The True to Interval (TTI) paradigm is not supported.
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Push and pull data protocols
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Queue reports
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Agent queue reports
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Agent performance and activity data
This documentation aims to provide internal teams and sales representatives with a clear understanding of the integration options available, helping them effectively communicate CXone WFMs capabilities to clients and prospects.