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About

Use the inContact CxOne OAuth Connector to monitor your teams and agents performance and get the most out of your inContact data. The inContact helps organizations to create the best customer experience when you meet key business metrics. Use Domo’s inContact CxOne OAuth Connector to fetch the contacts, agents, skill summaries, campaigns, teams, and agents performance data while tracking agent and contact center performance. By combining your inContact data with Domo’s leading business intelligent platform, you will develop comprehensive strategies to completely optimize your business. Within minutes you will be able to create customized reports for the most important KPIs, which will help you get a holistic view of your inContact data. Creates powerful and engaging data visualizations so that you can quickly track, how your campaigns, teams, and agents are performing. To learn more about the inContact API, see inContact CxOne OAuth API. You can connect to your inContact account in the Data Center. This article explains the fields and menus that are specific to the inContact CxOne OAuth Connector user interface. To add DataSets, set update schedules, and edit DataSet information, see Adding a DataSet Using a Connector.

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Prerequisites

To connect to your inContact CxOne OAuth account and create a DataSet, you must have the following:
  • Client ID
  • Client Secret
  • Access Key
  • Access Secret
  • Tenant ID (optional)

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Connecting to Your inContact Account

This section lists the options in the Credentials and Details panes on the inContact CxOne OAuth Connector page. The components of the other panes on this page, Scheduling, and Name & Describe Your DataSet, are universal across most connector types and are discussed in great detail in Adding a DataSet Using a Connector.

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Credentials Pane

The inContact CxOne OAuth Connector uses OAuth 2 for authentication. 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

Client ID

Enter the client ID obtained when registering your CXOne application.

Client Secret

Enter your client secret obtained when creating your CXOne application.

Access Key

Enter your access key obtained when creating your CXOne application.

Access Secret

Enter your access secret obtained when creating your CXOne application.

Tenant ID

Enter your tenant ID.

Once you have entered valid inContact CxOne OAuth credentials, you can use the same account to create a new inContact CxOne OAuth DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Manage Connector Accounts.

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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 CxOne OAuth report you want to run. The following reports are available:

Agent Performance Report Returns detailed data about agent performance on all agents in the business unit.
Agents Returns data about agents for a business unit.
Campaigns Returns details about the campaigns on a business unit.
Contacts Returns details about all contacts during a period for the business unit.
Custom inContact Report Returns a custom report created at inContact’s website.
Data Download Returns a Data Download report created at inContact’s website.
Skill Summaries Report Returns both real-time and reporting summary data for every skill in the business unit.
Skills Returns details for all skills in the business unit.
Team Performance totals Returns Team summary for all Teams in the business unit over a specific time frame.
Teams Returns details for all teams on a business unit.
Custom Report Name Select a Custom Report. These reports are created on inContact’s website.
Data Download Report Select Data Download Report. These data download reports are created on inContact ’ s Central website.
Report Date Select the date format for your data.
Single Date Select whether the report data is for a specific date or a relative number of days back from today.
Single Date - Specific Select the specific date using the date selector.
Single Date - Relative Enter the number of days back that you would like to get data for in the Days Back field. Specify either today or 0, yesterday or 1, or today-7 or 7 to get data for 7 days into the past.
Days back to start from The number of days back that you would like to get data from (start day). Specify either today or 0, yesterday or 1, or today-7 or 7 to get data for 7 days into the past.
Days back to end at The number of days back that you would like to get data to (end day). Specify either today or 0, yesterday or 1, or today-7 or 7 to get data for 7 days into the past.
Date Range Select the specific or relative date range.
Start Date - Specific Select the first date in your date range using the date selector.
End Date - Specific Select the last date in your date range using the date selector.
Start Date - Relative

Enter the number of days back that you would like to get data from (start day). Combine with End Date to create a range of represented days.

For example, if you entered 10 for Start Date and 5 for End Date , the report would contain data from 10 days ago up until 5 days ago.

End Date - Relative

Enter the number of days back that you would like to get data to (end day). Combine with Start Date to create a range of represented days.

For example, if you entered 10 for Start Date and 5 for End Date , the report would contain data from 10 days ago up until 5 days ago.

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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 Connector.