CXone WFO Pro Integration Overview

CXone WFO Pro is a product suite that can include one or more of the following applications:

  • QM Pro
  • WFM Pro
  • Recording Pro – Contact recording solution that stores recordings on premise but stores their metadata in the cloud; often used together with QM Pro

This section explains how to integrate Uptivity with Recording Pro.

Access to individual calls for playback purposes are controlled by rights defined in CXone.

When deploying to an existing customer, installation automatically uploads historical call metadata – typically the most recent 30 days - to facilitate immediate use of the CXone Quality Planner. Existing customers also need to import their user data into CXone.

Media playback from CXone requires IIS configured to serve media files and HTTPS for the media URLs. The appropriate certificate must be in place and trusted by client workstations prior to installing CXone.

  • Customer deploys an in-house certificate authority (CA) to create a certificate for the Web Portal IIS server.
    • This requires an installation of the root certificate for the CA on all agent workstations.
  • Customer purchases an intranet certificate from a vendor.
    • This requires an installation of the vendor's root certificate on all agent workstations.
  • Using a self-signed certificate.
    • Certificate can be generated from within IIS. This requires explicit "trusting" on all agent workstations.
  • Using a publicly-trusted wildcard certificate
    • This requires that the customer purchase a wildcard SSL certificate for the externally-facing web server, deploy that certificate to the Web Portal server, and ensure that the Web Portal server is accessible using the same root domain name as the externally-facing web server.
    • This does not require any changes to agent workstations.