> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/workforce-management/teleopti.md).

# Teleopti (by Calabrio)

Configure Teleopti by Calabrio Workforce Management Plugin Settings for Dialogue Cloud.

Configure Teleopti (by Calabrio) Workforce Management (WFM) when a UCC must send real-time adherence events or historical data to Teleopti.

## Before you begin

Before configuring Teleopti WFM:

* WFM is activated for the customer environment.
* The Teleopti connection is approved for the UCC.
* Calabrio has supplied the tenant, data source, endpoint, platform, and scheduling values.
* The `WFMPlugin` Plugin Settings rows are available for the UCC.
* The environment owner has confirmed which Teleopti services are in scope:
  * RTA events
  * historical data (HD)
* Encrypted secret values are available through the supported AnywhereNow encryption process.

{% hint style="warning" %}
Use only endpoint and credential values supplied for the customer environment. Do not reuse examples from another tenant, and do not store plaintext secrets in Plugin Settings.
{% endhint %}

## Configure Teleopti Plugin Settings

Configure Plugin Settings only for the Teleopti services that are enabled for the UCC. After changing WFM settings, follow the current support or provisioning instructions for applying changes.

<details>

<summary>Teleopti common settings</summary>

These settings are required before RTA or HD can be used.

| Setting                       | Scope       | Default value | Value guidance                                                                                                      |
| ----------------------------- | ----------- | ------------- | ------------------------------------------------------------------------------------------------------------------- |
| `Teleopti.UTCTimeCorrection`  | `WFMPlugin` | `+0000,+0000` | Corrects time and UTC offset in `(+/-)hhmm,(+/-)hhmm` format.                                                       |
| `Teleopti.EncryptedTenantKey` | `WFMPlugin` |               | Encrypted tenant key supplied by Calabrio through the supported secure process. Do not store plaintext tenant keys. |
| `Teleopti.DataSourceKey`      | `WFMPlugin` |               | Data source key supplied by Calabrio.                                                                               |

</details>

<details>

<summary>Teleopti RTA — real-time adherence event settings</summary>

All required settings must be set before enabling RTA. `Teleopti.RTA.UseService` must be set to `True`.

| Setting                                | Scope       | Default value                                                                  | Value guidance                                                                                                                     |
| -------------------------------------- | ----------- | ------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------- |
| `Teleopti.RTA.UseService`              | `WFMPlugin` | `False`                                                                        | Enables or disables the RTA service.                                                                                               |
| `Teleopti.RTA.EndpointAddress`         | `WFMPlugin` |                                                                                | RTA endpoint supplied by Calabrio, for example `https://<teleopti-host>/RTA/CalabrioTWFMRtaService.svc`.                           |
| `Teleopti.RTA.PlatformTypeId`          | `WFMPlugin` |                                                                                | Unique platform GUID supplied by Calabrio.                                                                                         |
| `Teleopti.RTA.StateSeparator`          | `WFMPlugin` | `-`                                                                            | Separator used to make state and presence values unique in Calabrio.                                                               |
| `Teleopti.RTA.UserCodeSuffix`          | `WFMPlugin` |                                                                                | Optional alphanumeric suffix added to agent names from this UCC. Use when required to keep users unique across UCCs.               |
| `Teleopti.RTA.LoggedOffPresenceStates` | `WFMPlugin` | `Away, BeRightBack, Busy, DoNotDisturb, IdleBusy, IdleOnline, Offline, Online` | Presence states to send while a user is logged off. Leave empty or set to `None` when logged-off presence states must not be sent. |

</details>

<details>

<summary>Teleopti HD — historical data settings</summary>

All required settings must be set before enabling HD.

{% hint style="warning" %}
Both `Teleopti.HD.QueueUseService` and `Teleopti.HD.AgentQueueUseService` must be set to `True` before the HD service starts. After the service starts, queue and agent-queue statistics are sent according to the enabled service behavior.
{% endhint %}

| Setting                              | Scope       | Default value | Value guidance                                                                                                                                                                                                                                                                                                               |
| ------------------------------------ | ----------- | ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `Teleopti.HD.Url`                    | `WFMPlugin` |               | Teleopti REST API URL supplied by Calabrio, for example `https://<teleopti-host>/historical-data`.                                                                                                                                                                                                                           |
| `Teleopti.HD.AnswerServiceLevelTime` | `WFMPlugin` | `30`          | Service-level threshold, in seconds.                                                                                                                                                                                                                                                                                         |
| `Teleopti.HD.QuickDropTime`          | `WFMPlugin` | `5`           | Time, in seconds, after queue entry where a customer disconnect is counted as a quick drop.                                                                                                                                                                                                                                  |
| `Teleopti.HD.CronExpression`         | `WFMPlugin` |               | Cron expression for sending statistics, for example `0 0/15 * * * ?`. Use a schedule approved for the customer environment.                                                                                                                                                                                                  |
| `Teleopti.HD.QueueUseService`        | `WFMPlugin` | `False`       | Queue statistics enable flag. Must be `True` before HD starts.                                                                                                                                                                                                                                                               |
| `Teleopti.HD.AgentQueueUseService`   | `WFMPlugin` | `False`       | Agent-queue statistics enable flag. Must be `True` before HD starts.                                                                                                                                                                                                                                                         |
| `Teleopti.HD.SkillTypes`             | `WFMPlugin` | `Skill`       | Comma-separated skill types to include. Supported values include `Skill`, `ChatSkill`, `AvailabilitySkill`, `CountDownSkill`, `CountdownAvailabilitySkill`, `ForwardSkill`, `ChatForwardSkill`, and `EscapeMaxQueueSizeSkill`. Use forward-skill values only when support confirms they are appropriate for the environment. |
| `Teleopti.HD.AgentIdSuffix`          | `WFMPlugin` |               | Optional alphanumeric suffix added to agent IDs from this UCC.                                                                                                                                                                                                                                                               |
| `Teleopti.HD.AgentNameSuffix`        | `WFMPlugin` |               | Optional alphanumeric suffix added to agent names from this UCC.                                                                                                                                                                                                                                                             |
| `Teleopti.HD.CreateExternalLogons`   | `WFMPlugin` | `False`       | Creates an external logon in Teleopti for each new Agent added to the UCC configuration when enabled. Confirm with Calabrio and support before using this option.                                                                                                                                                            |

</details>

## RTA processing prerequisite

Teleopti RTA depends on agent information being present in Teleopti. Before validating RTA, make sure agents have been processed by HD at least once or that `Teleopti.HD.CreateExternalLogons` is enabled and confirmed for the environment.

## Validate Teleopti WFM

1. Confirm that required common settings are configured.
2. Confirm that RTA and HD are enabled only when approved for the UCC.
3. Confirm that both HD enable flags are `True` when HD must run.
4. Confirm that no plaintext secrets are stored in Plugin Settings.
5. Ask Calabrio to confirm receipt of RTA or HD data for the target UCC.
6. If RTA events are missing, confirm that Teleopti has agent records for the affected agents before changing adherence rules or restarting services.


---

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