Twilio - ASCM for Flex: Map Twilio workers to WFM employees

To align the worker data retrieved from Twilio, map each worker defined for Twilio to an employee definition in WFM.

Before you begin

Have the agent ID for each Twilio worker available.

Procedure

Go to Integration Management. Under Data Sources, select Settings.
Select the Twilio data source.
Go to the Employees page, then select Add Employee Mapping.
From the pop-up, select an employee then select Add.
In the Employee ID field, enter the agent ID of the Twilio worker contained with the Verint Agent report that maps to this employee.

The ID of an agent in the Verint Agent Twilio Flex report is different from the Worker SID. The ASCM adapter must have its own data source and employee mappings cannot be reused with the STCI adapter.
Select Save.
To map each Twilio adapter to an employee in WFM, repeat steps 4–7.