Saltar al contenido principal
waffle.svg
Domo

inContact Connector

Version 1

 

Important: When referencing this page outside of Knowledge Base, use this link: https://knowledge.domo.com?cid=incontact

Intro

inContact helps organizations create stand-out customer experiences while meeting key business metrics. Get contacts, agents and performance data while tracking agent and call center performance with the inContact Connector. To learn more about the inContact API, visit their page (https://developer.incontact.com/API).

You connect to your inContact account in the Data Center. This topic discusses the fields and menus that are specific to the inContact connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

Prerequisites

To connect to your inContact account and create a DataSet, you must have the following:

  • Your inContact application name and vendor name, which you can find on inContact's Central website under Manage > API Applications 

  • The number of your business unit with inContact (busNo)

  • Your inContact username and password

Connecting to Your inContact Account

This section enumerates the options in the Credentials and Details panes in the inContact Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

Credentials Pane

This pane contains fields for entering credentials to connect to your inContact account. The following table describes what is needed for each field:  

Field

Description

Application Name

Enter your inContact application name.

Vendor Name

Enter your inContact vendor name.

Business Number

Enter your inContact business number.

Username

Enter your inContact username.

Password

Enter your inContact password.

For more information about these credentials, see "Prerequisites," above.

Once you have entered valid inContact credentials, you can use the same account any time you go to create a new inContact DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.

Details Pane

This pane contains a primary Reports menu, along with various other menus which may or may not appear depending on the report type you select.

Menu

Description

Report

Select the inContact report you want to run. The following reports are available:

Abandon Rate

Returns abandon rate information.

Agent Log

Returns a list of agents for a B.U.

Contact List

Returns details about contacts (such as calls, chats, etc.).

Skill List

Returns a list of skills for a B.U.

Skill Service Level

Returns skill service level information.

Skill Stats

Returns skill statistics information.

Other Report

Imports a predefined inContact report based on a provided report ID number.

Report ID

Enter the ID for the predefined inContact report you want to import ("Other Report" only).

Number of Days

Enter the number of days of data you want to appear in your report.

Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.