0
1.1.0
Yokohama, Xanadu Patch 5, Xanadu
Allow admins to automatically import data from a third party contact center as a service (CCaaS) application in order to facilitate external routing and third party telephony integration.
- Import records such as queues, skills and wrap up codes from a third party into ServiceNow.
- Fetch available records and select which ones you would like to import.
- Associate one or more service channels to each queue that is imported.
- Maintain data consistency between ServiceNow and third party systems, and ensure that chats and cases are routed to the correct agent, and that the correct wrap up codes are available when dispositioning an interaction.
Key features:
- REST API for mapping SN User ID to CCaaS User ID
- Admin Functions for importing queue, skill and wrap up code data from a CCaaS provider
- Admin Function for assigning service channels to newly imported queues
- New
- Ability to import individual pieces of data rather that all records at the same time
- Ability to use text to search for specific skills and wrap up codes
- Post import confirmation summary page for skills and wrap up codes
- Changed
- Skills and wrap up codes are no longer automatically fetched from CCaaS provider upon page load. This reduces page load time.
- Required plugins and products
- This application requires a subscription to CSM