> 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/verint.md). # Verint Configure Verint Workforce Management Plugin Settings for Dialogue Cloud. Configure Verint Workforce Management (WFM) when a UCC must send contact statistics, real-time adherence, or employee time data to Verint. ## Before you begin Before configuring Verint WFM: * WFM is activated for the customer environment. * The Verint connection is approved for the UCC. * Verint has supplied the required endpoint, EventHub, data-source, authentication, and interface values. * The `WFMPlugin` Plugin Settings rows are available for the UCC. * The environment owner has confirmed which Verint interfaces are in scope: * Contact Statistics Interface (CSI) * Streaming Time Collection Interface (STCI) * Employee Timeline Collection (ETC) * Any restart or change-application requirement has been confirmed through the current support or provisioning 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 %} ## Setup sequence Setting up Verint WFM requires coordination between AnywhereNow, the customer or partner implementation team, and Verint. | Step | Owner | Action | | ---- | ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ | | 1 | Customer or partner | Provide Verint with the UCC technical names or data-source identifiers supplied for the environment. | | 2 | Verint | Create the required Verint data source groups. | | 3 | Customer or partner | Map the Verint work queue to the UCC data source group. | | 4 | Customer or partner | Configure the required `WFMPlugin` Plugin Settings for the enabled Verint interfaces. | | 5 | Support or operations, if required | Apply the change through the supported process. If a UCC service restart is required, schedule it because active calls can be interrupted. | | 6 | Customer, partner, and Verint | Validate that Verint receives the expected CSI, STCI, or ETC data. | ## Verint Kafka adapter for STCI Verint STCI uses a Kafka adapter to connect to EventHub. Coordinate these values with Verint and AnywhereNow. | Adapter setting | Use | Value guidance | | ----------------------- | ------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------ | | Kafka STCI Group | Identifies the data-source group. | Use the group name agreed with Verint. | | Analytics Request Topic | Identifies the first subscription request topic and EventHub name. | Use the EventHub name supplied for the environment. | | `sasl.mechanism` | Defines the security mechanism. | Use `PLAIN` only when supplied for the environment. | | `security.protocol` | Defines the security protocol. | Use `SASL_SSL` only when supplied for the environment. | | `sasl.jaas.config` | Supplies Kafka authentication credentials. | Use the credential format supplied through the supported secure process. Do not publish or paste secret values into documentation. | | `group.id` | Identifies the consumer group. | Use the value agreed with Verint. | | `bootstrap.servers` | Identifies the Kafka bootstrap host and port. | Use the tenant-specific EventHub or Kafka endpoint supplied for the environment, for example `.servicebus.windows.net:9093`. | {% hint style="info" %} `bootstrap.servers` is Verint Kafka adapter configuration. It is not a current `WFMPlugin` Plugin Setting. {% endhint %} ## Configure Verint Plugin Settings Configure Plugin Settings only for the Verint interfaces that are enabled for the UCC. After changing WFM settings, follow the current support or provisioning instructions for applying changes.
Verint common settings | Setting | Scope | Default value | Value guidance | | -------------------------------- | ----------- | ------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------- | | `Verint.UTCTimeCorrection` | `WFMPlugin` | `+0000,+0000` | Corrects time and UTC offset in `(+/-)hhmm,(+/-)hhmm` format. | | `Verint.AgentIdSuffix` | `WFMPlugin` | | Adds a suffix to agent IDs for CSI, ETC, and STCI. Use only when the environment requires unique agent identifiers across UCCs. | | `Verint.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. |
Verint CSI — Contact Statistics Interface settings All required settings must be set before enabling CSI. | Setting | Scope | Default value | Value guidance | | ------------------------------------------ | ----------- | ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `Verint.CSI.DataSourceName` | `WFMPlugin` | | Verint data-source name supplied by Verint. | | `Verint.CSI.TimeSeriesDataEndPoint` | `WFMPlugin` | | Time-series endpoint supplied by Verint, for example `https:///wfo/fis-csi-api/v1/timeSeriesData`. | | `Verint.CSI.ReportInterval` | `WFMPlugin` | `15` | Interval for sending statistics, in minutes. Supported values are `15`, `30`, and `60`. | | `Verint.CSI.AnswerServiceLevelTime` | `WFMPlugin` | `30` | Service-level threshold, in seconds. | | `Verint.CSI.AppKeyId` | `WFMPlugin` | | App key ID supplied by Verint. | | `Verint.CSI.AppKeyValue` | `WFMPlugin` | | App key value supplied by Verint. Store according to the supported secure process. | | `Verint.CSI.UseContactStatisticsInterface` | `WFMPlugin` | `False` | Enables or disables CSI. | | `Verint.CSI.ReportCallTimeWithDischarge` | `WFMPlugin` | `False` | Adds discharge duration to call time. | | `Verint.CSI.CronExpression` | `WFMPlugin` | | Optional cron expression for sending statistics by schedule. When used, align the schedule with `Verint.CSI.ReportInterval`. | | `Verint.CSI.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. |
Verint STCI — Streaming Time Collection Interface settings STCI requires the Verint Kafka adapter. The Plugin Settings must match the adapter configuration. | Setting | Scope | Default value | Value guidance | | ------------------------------------------------- | ----------- | ------------- | ----------------------------------------------------------------------------------------------------------------- | | `Verint.STCI.ConnectionString` | `WFMPlugin` | | EventHub connection string supplied through the supported secure process. | | `Verint.STCI.EventHubName` | `WFMPlugin` | | EventHub name supplied for the environment. | | `Verint.STCI.UseStreamingTimeCollectionInterface` | `WFMPlugin` | `False` | Enables or disables STCI. | | `Verint.STCI.PartitionId` | `WFMPlugin` | `0` | Partition ID supplied or approved for the environment. | | `Verint.STCI.PartitionKey` | `WFMPlugin` | | Partition key supplied or approved for the environment. | | `Verint.STCI.UseUCCPartitionKey` | `WFMPlugin` | `False` | Uses the UCC name as the partition key. Enable only when this partitioning model is approved for the environment. | | `Verint.STCI.UseHeartBeat` | `WFMPlugin` | `False` | Enables or disables heartbeat events. | | `Verint.STCI.HeartBeatInterval` | `WFMPlugin` | `60` | Heartbeat interval, in seconds. | {% hint style="warning" %} Coordinate partition ID and partition key values with Verint and AnywhereNow. Avoid configuring conflicting partition routing unless support confirms the intended behavior. {% endhint %}
Verint ETC — Employee Timeline Collection settings All required settings must be set before enabling ETC. Confirm with product or support whether OAuth v2 fields are required for the customer environment. | Setting | Scope | Default value | Value guidance | | ----------------------------------------------- | ----------- | ------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | `Verint.ETC.TenantId` | `WFMPlugin` | | Microsoft Entra tenant ID supplied by Verint. | | `Verint.ETC.ClientId` | `WFMPlugin` | | App or client ID supplied by Verint. | | `Verint.ETC.EncryptedClientSecret` | `WFMPlugin` | | Encrypted client secret supplied through the supported AnywhereNow encryption process. Do not store plaintext secrets. | | `Verint.ETC.Scope` | `WFMPlugin` | | OAuth scope supplied by Verint. | | `Verint.ETC.Endpoint` | `WFMPlugin` | | Employee timeline endpoint supplied by Verint, for example `https:///vcp/api/adherence/v1/datasources//events`. | | `Verint.ETC.UseEmployeeTimeCollectionInterface` | `WFMPlugin` | `False` | Enables or disables ETC. | | `Verint.ETC.AuthVersion` | `WFMPlugin` | | Authentication version. Configure only when supplied for the environment. | | `Verint.ETC.TokenEndpoint` | `WFMPlugin` | | Token endpoint. Configure only when supplied for the environment. | | `Verint.ETC.Audience` | `WFMPlugin` | | Audience value. Configure only when supplied for the environment. |
## Validate Verint WFM 1. Confirm that only the Verint interfaces approved for the UCC are enabled. 2. Confirm that required endpoint and credential settings are present. 3. Confirm that no plaintext secrets are stored in Plugin Settings. 4. Confirm that partition settings match the Verint adapter configuration. 5. Ask Verint to confirm receipt of CSI, STCI, or ETC data for the target UCC. 6. If data is missing, contact support or the implementation partner before restarting services. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/channels-integrations/workforce-management/verint.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.