Overview
Data Integration allows you to share employee names with the Contact Center Pro Mobile app. When enabled, employee names associated with active seat users appear in the Contacts section of the mobile app, replacing generic user IDs.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hubnetwork. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Edit Data Sharing Settings permission is required to use this feature. Please contact the account administrator on your team. For more information, see Manage Contact Center Pro Permissions.
Things to know
Data Integration lets you share employee names only. Customer names are not included.
Basic seat users or users without seats and direct line numbers are not included in the data push.
Grant Data Sharing permission
Employees need the proper permission to share employee names with the Contact Center Pro mobile app. To grant the Edit Data Sharing Settings permission:
On the Enterprise Hub Modules screen, click User Management.
On the User Management screen that opens, select Roles.
Select the role you want to edit.
Go to the EnterpriseHub permissions tab.
In the Contact Center Pro section, select Edit Data Sharing Settings.
When finished, click Save Changes.
For more, see Create and edit user roles in Enterprise Hub.
Enable Data Sharing
After you grant the role permission, employees assigned to that role see a new Data Integration section in Contact Center Pro Admin Settings. To enable Data Sharing:
In Contact Center Pro, go to Admin Settings.
In the side panel, click Data Integration.
Enable the Share Employee Names with Contact Center Pro App toggle.
Review the Accept Terms & Conditions screen that appears.
Select I have read and accept these terms & conditions, then click Confirm & Enable.
After confirmation, the system shares names of employees with basic or advanced seats in Contact Center Pro, displaying them in the mobile app's Contacts section.
Note: Users without seats and direct line numbers are not included in the data push.
Caution: The system performs an hourly sync to update employee information. Any changes such as adding new users, renaming existing users, or deactivating users appear in the next scheduled sync.