What is it?

Verint Adapters offer out of the box integration within Workforce Management to schedule agent work, forecast agent demand, and monitor agent adherence to schedules as part of Verint Forecasting & Scheduling. The Zoom Time Collection Adapter manages the connectivity with the source communication system to securely, and reliably, capture real-time agent status updates to Workforce Management.  

How does it work?

The Verint Zoom Time Collection Adapter is an out-of-the box capability that supports extraction of agent status updates from Zoom APIs and ingested into Verint WFM. 

Once configured, the adapter will connect to Zoom and bring agent status updates into Verint WFM in near real-time. Once data is available within Verint WFM, they will be normalized among other WFM data and seamlessly available across any Verint application which utilize the captured metrics.  

The Zoom Time Collection Adapter is built with resiliency features which ensures that data is not lost during connectivity or other service interruptions during the extraction process.  

What's required to implement it?

To implement the Zoom Time Collection Adapter, customers need: 

• Zoom Contact Center
• Verint Workforce Management 
• API keys and associated configuration values for Zoom and Verint WFM 

Using the Zoom Time Collection Adapter enables the following key benefits: 

• Helps organizations manage all metrics in one place through Verint Workforce Management (WFM) 
• Allows organizations to use Verint Workforce Management to evaluation quantitative metrics on agent status in Zoom 

How much does it cost?

The Zoom Time Collcetion Adapter is provided to customers of Verint Cloud with WFM at no additional cost. 

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Want to know more? Watch Zoom on our Marketplace Showcase Webinar series here: