Contact Center

Connect Call Targets to queues in the contact center.

The Contact Center page allows you to map Mindful Call Targets to queues and queue groups in your contact center's ACD platform so that Mindful has access to important contact center metrics, such as the number of agents available or the average speed of answer.

Note: Coming Soon!

Pulling contact center metrics into Mindful will soon provide the advantage of customizing the Callback Status dashboard to display selected contact center metrics alongside Mindful metrics for a more complete view of performance.

image of the contact center page
Tip: Contact center mappings can also be created and managed via API. This may be the preferred method if you need to upload a large number of mappings at once. To learn more, see our API documentation.

Create new mappings

Use the steps below to create a new mapping:

  1. Click Export CSV to download a CSV template containing the required columns.

  2. Configure the downloaded CSV by including all required fields:

    • platform_type — Enter one of the following values to specify your telephony environment:

      • amazonConnect
      • avaya
      • cisco
      • five9
      • genesysCloud
      • genesysEngage
      • gladly
      • niceCxOne
      • talkdesk
      • twilio
      • webexCC
      • webexCCE

    • id — Enter the contact center queue or skill group ID.

    • name — Enter the name of the contact center queue or skill group.

    • group_id — Enter the group ID with which this queue or skill group is associated.

    • call_target_names — Enter one or more Call Target names to associate with this queue or skill group, separated by commas.

      Important: Mapping the same Call Target to multiple queues is not supported. Although it is possible to configure multi-queue mapping, it will not function as expected.

  3. Click Import CSV, then upload your updated CSV file.

  4. Review the mappings on the Contact Center page to ensure the intended configuration is present.

To remove an existing mapping, click the Delete icon.

To change the Call Targets associated with an existing mapping, use the dropdown menus in the Call Target column.