Real-Time Adapter Architecture

What is the Real-Time Adapter?

The Real-Time Adapter is used to collect statistics from the ACD. These statistics are limited to number of agent staffed, number of agents available, and number of calls in queue. These statistics will display in Dashboards and can be leveraged to help in calculating EWT.

The Real-Time Adapter is an optional application which would be installed on each Core Instance server in a Callback solution.

architecture diagram

Architecture Overview

architecture diagram

Details on each connection point:

  1. Collect the real-time statistics from the ACD.
  2. Send the collected real-time statistics from the ACD to Queue Manager
  3. The Real-Time Adapter uses the VHQMWS web service to receive the configuration data from the configuration database.
  4. The VHQMWS web service communicates with the configuration database to retrieve configuration data.