Contact center platforms

Connect Mindful with your contact center platform.

The Contact Center section of the Connections page contains integrations with several popular ACD platforms. These connections allow you to import a list of queues into Mindful and automatically retrieve queue metrics for use in real-time reporting.

Note:

If your contact center platform is not listed here, you can still pull queue metrics into Mindful by manually mapping queues on the Contact Center page and sending queue metrics via API on a regular cadence.
When this guide discusses mapping queues to Call Targets, note that mapping the same Call Target to multiple queues is not supported.

Amazon Connect

Follow the steps below to import queues and collect queue metrics from Amazon Connect.

Read queues

Open the Amazon Connect section, then click Enable on the "Read Queues" tile.
Enter a name for the connection.

When prompted, enter credentials (AWS Access Key, Secret Key, and Region) for an AWS IAM account.

Important:

The user associated with these credentials requires an IAM policy that grants read-only permissions to get a list of your Amazon Connect instances and view their queues and real-time metrics.

The following IAM policy defines the minimum permissions required:

{
	"Version": "2012-10-17",
	"Statement": [
		{
			"Sid": "ConnectListQueues",
			"Effect": "Allow",
			"Action": [
				"connect:GetCurrentMetricData",
				"connect:ListQueues"
			],
			"Resource": [
				"arn:aws:connect:YOUR_AWS_REGION:YOUR_AWS_ACCOUNT_ID:instance/YOUR_INSTANCE_ID/queue/*"
			]
		},
		{
			"Sid": "ConnectListInstances",
			"Effect": "Allow",
			"Action": [
				"connect:ListInstances",
				"ds:DescribeDirectories"
			],
			"Resource": [
				"*"
			]
		}
	]
}

On the next page, use the dropdown menu to select one of the Amazon Connect Instance IDs associated with your AWS account.
Click Connect to create the new connection.
On the new tile that appears for the connection, click Start to retrieve queues from the linked Amazon Connect instance.
The process will stop after a few minutes, but you can start it again any time that you wish to import new queues.
Open the Contact Center page to verify that new entries have been added for the connected queues.
For each imported queue, designate an associated Call Target:

Tip: If you need to connect multiple Amazon Connect instances within the same AWS account, you can create individual connections for each one.

Collect queue metrics

After importing queues, click Enable on the "Collect Queue Metrics" tile.
Enter a name for the connection, then click OK.

The connection will start pulling metrics from the connected queues automatically, once per minute. You can view these metrics in real time on the Callback Status page after manual customization. Leave it running for as long as you wish to retrieve queue metrics, or click Stop to halt the process.

Five9

Follow the steps below to import queues and collect skill metrics from Five9.

Five9 recommends using the credentials of a user with the Virtual Call Center supervisor role. This user needs to have the following permissions enabled to allow them to send requests to the Five9 API:

User can execute Web API requests
User can view agent data
User can view all skills data

To learn more about permissions, consult the official Five9 Virtual Contact Center documentation.

Get queues

Open the Five9 section, then click Enable on the "Get Queues" tile.
Enter a name for the connection.
When prompted, enter credentials (Username and Password) for a Five9 user account, then select the Data Center Domain of your Five9 instance.
Important:
Five9 recommends using the credentials of a user with the Virtual Call Center supervisor role. This user needs to have the following permissions enabled to allow them to send requests to the Five9 API:
- User can execute Web API requests
- User can view agent data
- User can view all skills data
To learn more about permissions, consult the official Five9 Virtual Contact Center documentation.
Click Next to create the new connection.
On the new tile that appears for the connection, click Start to retrieve queues from Five9.
The process will stop after a few minutes, but you can start it again any time that you wish to import new queues.
Open the Contact Center page to verify that new entries have been added for the connected queues.
For each imported queue, designate an associated Call Target:

Collect skill metrics

After importing queues, click Enable on the "Collect Skill Metrics" tile.
Enter a name for the connection, then click OK.

Genesys Cloud

Follow the steps below to import queues and collect queue metrics from Genesys Cloud.

Read queues

Open the Genesys Cloud section, then click Enable on the "Read Queues" tile.
Enter a name for the connection.
When prompted, enter OAuth credentials (Client ID and Client Secret) for your Genesys Cloud account, then select the Base URL of your Genesys Cloud instance.
Important:
The Genesys Application Client that is used to generate OAuth credentials must be assigned a role with the following permissions and scopes:
Permissions
```
routing:queue:view
analytics:queueObservation:view
```
Scopes
```
routing:readonly
analytics:readonly
```
To learn more about applying permissions to Roles, consult the official Genesys Cloud documentation.
Click Sign In to create the new connection.
On the new tile that appears for the connection, click Start to retrieve queues from Genesys Cloud.
The process will stop after a few minutes, but you can start it again any time that you wish to import new queues.
Open the Contact Center page to verify that new entries have been added for the connected queues.
For each imported queue, designate an associated Call Target:

Collect queue metrics

After importing queues, click Enable on the "Collect Queue Metrics" tile.
Enter a name for the connection, then click OK.

NICE CXOne

Follow the steps below to import skills and collect skill metrics from NICE CXOne.

Read skills

Open the NICE CXOne section, then click Enable on the "Read Skills" tile.
Enter a name for the connection.
When prompted, enter the Access Key ID and Access Key Secret for a NICE CXOne user access key:
Access keys are unique to each user. You can find existing IDs on the Access Key Manager page in NICE CXOne, or create a new key in the Security section of the Employees page. To learn more about creating access keys, see the official NICE CXOne documentation.
Important: The associated user account must have the View permission for Skills (ACD > Contact Settings).
Click Next to create the new connection.
On the new tile that appears for the connection, click Start to retrieve queues from NICE CXOne.
The process will stop after a few minutes, but you can start it again any time that you wish to import new queues.
Open the Contact Center page to verify that new entries have been added for the connected queues.
For each imported queue, designate an associated Call Target:

Collect skill metrics

After importing queues, click Enable on the "Collect Skill Metrics" tile.
Enter a name for the connection, then click OK.

Twilio Flex

Follow the steps below to import queues and collect task queue metrics from Twilio.

Read queues

Open the Twilio Flex section, then click Enable on the "Read Queues" tile.
Enter a name for the connection.
When prompted, enter the username (AccountSID) and password (AuthToken) for your Twilio TaskRouter account:
On the next page, select the Workspace ID of the workspace containing the task queues you wish to import.
Click Connect to create the new connection.
On the new tile that appears for the connection, click Start to retrieve queues from Twilio Flex.
The process will stop after a few minutes, but you can start it again any time that you wish to import new queues.
Open the Contact Center page to verify that new entries have been added for the connected queues.
For each imported queue, designate an associated Call Target:

Collect task queue metrics

After importing queues, click Enable on the "Collect Task Queue Metrics" tile.
Enter a name for the connection, then click OK.