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UJET integration

Updated

Plans and permissions:

  • Connect UJET: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
  • Import team members from UJET: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people

Use the UJET integration to bring your UJET calls and chats into Assembled, so you can forecast and report on that volume, and to track your team’s UJET states for real-time adherence. Assembled connects with your UJET subdomain and an API token, and reads data through the UJET API.

To connect it, go to Configure > Third-party integrations, select Available, and find UJET.

How the UJET integration works

Sync What it syncs How often
History Calls and chats from the last 2 years, loaded when you connect. To load a different range, contact our team. Once, as fast as UJET allows
Calls and chats New and updated calls and chats Every 5 minutes
Agent states Team member activity About every 30 seconds

Assembled calls these UJET endpoints. UJET limits each one to 1 request a second, and Assembled’s requests add to your UJET API usage.

UJET endpoint Data How often
manager/api/v1/chats Chats Every 5 minutes
manager/api/v1/calls Calls Every 5 minutes
manager/api/v1/agent_activity_logs Agent states About every 30 seconds
manager/api/v1/agents Team members When you connect, and once a day to match people

Connect UJET

Before you start, find two things in UJET:

  • Subdomain: the part of your UJET address before .ujet.co. It can only contain letters and numbers.
  • API token: in UJET, under Settings > Developer Settings.

To connect:

  1. Go to Configure > Third-party integrations and select Available. To find UJET quickly, enter UJET in Search integrations.
  2. On the UJET card, select Configure integration.
  3. Enter your Subdomain and API token.
  4. Select Connect with UJET.

Configure > Third-party integrations searched for UJET, showing the UJET card under Ready to connect with a Configure integration button

The UJET connection form in Assembled with the Subdomain and API token fields and the Cancel and Connect with UJET buttons

When it’s connected, the UJET card moves to In use, with a Connected tag, your UJET Domain, when it was authorized, and its backfill status: Backfill in progress while Assembled loads your history, then Backfilled until and how far back it reached. To review how UJET contacts are routed, select Manage queues, mappings, and exclusions.

If you see Invalid Ujet credentials, check the API token. If you see invalid Ujet subdomain, check that you entered only the subdomain, with no hyphens or other characters.

To disconnect, open the Edit integration menu on the UJET card and select Disable integration. All UJET syncs stop.

Note: Assembled matches people in Assembled to their UJET profiles by email once a day, so it can take up to 24 hours for team members’ UJET activity to link to their profiles. If some team members still aren’t linked after that, they may not exist in Assembled yet, or their emails may not match. See Add team members from UJET.

Check that data is coming in

To check agent states, go to Monitor > Real-time agent analysis. Team members in UJET should show their current state and adherence. See Real-time agent analysis.

To check contacts, go to Schedule > Staffing timeline and in Channels, choose Phone or Chat. The chart shows UJET contacts over the day.

If either view shows no data or numbers you don’t expect after an hour, chat with our team.

Add team members from UJET

  1. Go to Manage team > People management.
  2. Select Add people > Import from UJET.
  3. Choose the people to add, and import them.

Everyone imported from UJET is added with the Standard role. People without an email aren’t imported. For other ways to add people, see People management.

Set up queues for UJET

To split UJET contacts into queues, create queue rules in Configure > Queues and exclusions. For UJET, rules can match on Queue Name, Queue ID, Voicemail Reason, or After Hours. For the steps, see Queues and exclusions.

How UJET data maps to Assembled

Channels

UJET Assembled channel
phone Phone
chat Chat

First response and SLA

Channel First response First response time
Phone connected_at connected_at − queued_at, or 0 if there’s no queued time
Chat When the first team member started handling the chat (started_at) started_at − first_message_sent_at

For both channels, Assembled uses UJET’s service_level_event values to decide whether a contact met SLA: in_sla means it met SLA, and not_in_sla means it missed. A contact misses SLA if any of its queue events is not_in_sla, and meets it if it has no queue events.

Status

UJET status Status in Assembled
finished Solved
connected Open
queued New
selecting New
deflected Closed
Blank Empty

Common issues

If a sync line on the UJET card turns red, hover over it to see the error.

  • A sync line turns red after the API token changed or was revoked: Disconnect UJET and connect it again with a current token.
  • A sync line shows any other error: Chat with our team and include the error text.

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