Plans and permissions:
- Create the API key for Dixa: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys
- In Dixa, you need access to Settings > Integrations to create the data sync.
Use the Dixa integration to report, forecast, and build schedules on your Dixa support volume in Assembled. You set it up in Dixa: Dixa sends your conversations, people, agent states, queues, and teams to Assembled, using an Assembled API key that you create.
In Assembled, the Dixa card on Configure > Third-party integrations links to this article.
How the Dixa integration works
- Sync timing: Dixa sends conversations to Assembled every 5 minutes and agent states every 20 seconds.
- People, queues, and teams sync from Dixa continuously, so change them in Dixa. Changes you make to them in Assembled can be overwritten.
- Email conversations close in Dixa when a team member replies, and outbound conversations close as soon as they’re sent. If the customer responds, the conversation reopens.
- First response time: Dixa measures SLA for live conversations from when a conversation is queued to when it’s first answered, leaving out time in the IVR or a chatbot. Assembled doesn’t receive the queued time, so it measures first response time from when the chat started to the first response.
Connect Dixa
- In Assembled, go to Configure > Assembled API and select Create API key.
- In Name, enter a name you’ll recognize, such as
Dixa, and select Create key. - Select Copy to clipboard. You can’t view the key again after you close the dialog.
- In Dixa, go to Settings > Integrations > Data sync, and under Create a new data sync, select the Assembled icon.
- Give the data sync a name, and paste the Assembled API key into the access token field.
- For history, select Last 5 years.
- Choose whether to turn on Synchronize Dixa queues (see Choose how queues are set up), and save.
Choose how queues are set up
Dixa’s Synchronize Dixa queues setting decides where your Assembled queues come from:
- Off (recommended): You set up queues in Assembled yourself, so they can differ from how your queues are set up in Dixa. See Queues and exclusions.
- On: The integration recreates your Dixa queues in Assembled and manages them, so there’s nothing to set up in Assembled.
If you turn it on, check in Configure > Queues and exclusions that all your Dixa queues were created. They’re managed by the integration, so there’s nothing else to configure.
Check that data is coming in
History
How long history takes to load depends on how many records you have in Dixa. It usually finishes in 1 to 3 days. To check progress, go to Report > Support volume, choose a channel and the case volume metric, and set the dates as far back as you like.
When history has finished loading, Dixa shows a green checkmark in the Historical data backfill column on its Data sync page.
Team members
People from Dixa appear in Manage team > People management automatically, on a team named New Agents, so you can see who the integration added and update their profiles.
People that the integration adds don’t get a welcome email. To invite one, open their row menu on People management and select Send invite email. See People management.
Agent states
Assembled receives every agent state from your Dixa instance as it happens. At least 24 hours after setup, all your valid agent states appear in Configure > Agent states, where you map how each one counts. See Agent state mappings.
Teams
The integration also creates your Dixa teams in Assembled. To see them, go to Configure > Attributes. See Team member attributes.