Webex Contact Center | DLH.io Documentation

Webex Contact Center is Cisco's cloud contact center platform for routing customer interactions across voice and digital channels to agents and queues. Replicating its configuration, agent activity, agent and queue statistics and task history into your warehouse lets you analyze staffing, service levels, handling times and queue performance alongside the rest of your business data.

Setup Instructions

Follow the setup steps guide for configuring your Webex Contact Center connection to enable data to flow into your destination via DLH.

Supported Features

Here are key features supported for this connector.

Sync Feature	Supported	Details
Custom Data and Development	✓	Ability to enhance connector upon request
Historical Re-Load/Load	✓	Optional Historical Start Date, default 12 months
Incremental/Delta Load	✓	Time-windowed data reads only what is new since the previous run, plus a lookback margin
Column Selection	✓
Column Hashing	✓
Re-Sync Table/Entity	✓	Select at the table level to reload data history (on next Sync Bridge run)
Custom Queries		Utilizing SQL Data Query Connector
Custom Data
Captures Deleted Rows
API Sync Bridge Initiation	✓
Priority Scheduling	✓
Private VPC/Link	☂
DLH Data Model Available	-

If you have any questions about these supported features please reach out to our Customer Support team.

Details on Sync Processing

Configuration tables (users, teams, queues and similar) are read in full on every run.
Agent activities, agent and queue statistics, tasks, task legs and agent sessions are read by time. The first synchronization reads back to the Historical Start Date, or the last 12 months when none is set. Later runs read the time since the previous run plus a margin, so that activities still open and tasks that end later are picked up.
Webex keeps agent activities and agent statistics for 12 months, and queue statistics, tasks, task legs and agent sessions for 36 months. A start date earlier than these limits is read from the limit.
Agent and queue statistics are provided by Webex in 15 minute intervals.
All times are stored as epoch milliseconds. An agent activity that was still open when it was read has an END_TIME of -1 until a later run reads it again.
Requests are paced to stay within the Webex limit of 300 requests per minute per client, and rate limited responses are retried after the wait time Webex returns.
The connection is read only and never writes data back to Webex.
Webex ends the authorization about 90 days after you sign in. DLH.io warns in the synchronization history during the last two weeks. When that happens, edit the source and click Re-Authorize Your Connection.
Supported regions: us1, anz1, eu1, eu2, jp1, ca1 and sg1.

Issue Handling

If any issues occur with the connection simply return to the sources page in DLH.io, edit the source details and click the Authorize Your Account or Re-Authorize Your Connection button to confirm connectivity. If any issues persist please contact our support team via the DLH.io Support Portal.

Replicated Entities

The following entities are replicated by default to your Target Connection. These are the table names you will see in your Target Connection. If you believe any entities/tables are missing please open a ticket with Customer Support:

Configuration

Read in full on every run.

USERS
TEAMS
SITES
QUEUES
ENTRY_POINTS
SKILLS
SKILL_PROFILES
MULTIMEDIA_PROFILES
DESKTOP_PROFILES
USER_PROFILES
AUXILIARY_CODES
ADDRESS_BOOKS
WORK_TYPES
GLOBAL_VARIABLES
DIAL_NUMBERS
BUSINESS_HOURS
HOLIDAY_LISTS
DESKTOP_LAYOUTS
OUTDIAL_ANIS
DIAL_PLANS
AUDIO_FILES
SKILL_PROFILE_SKILLS

Activity and statistics

Read by time window.

AGENT_ACTIVITIES
AGENT_STATISTICS
QUEUE_STATISTICS
TASKS
TASK_ACTIVITIES
TASK_LEGS
AGENT_SESSIONS
AGENT_SESSION_CHANNELS

Schema Details (ER Diagram)

This entity relationship diagram (ERD) provides you with information about what entities/tables DLH provides for you out-of-the-box and how they are related to one another.

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