Overview

Assembled’s  integration with Nextiva enables your support organization to effectively report, forecast, and build schedules on your Nextiva support volume in Assembled.

This article will walk through how to set up the integration, and everything you’ll need to know about the integration once it’s up and running.

Connecting Nextiva to Assembled

Step 1: Head to Assembled and navigate to Configure > Assembled API > Create API Key.

Once the API key has been generated, you’ll need to complete setup with the Nextiva Contact Center (NCC). 

For detailed instructions on this process, please refer to the following Nextiva documentation: NCC - Assembled Integration

Verifying the Connection

Once the API connection between Nextiva and Assembled is established, data will begin flowing into Assembled.

To validate data is flowing, you can reference the Queues page, or the Support volume report.

Agents

If you’ve elected to sync agents to Assembled, navigate to the People Management page. Here, you see your agent profiles populating.

Please note: agents that are automatically added to Assembled will not receive welcome emails. These will need to be manually sent from Assembled.

Agent States

As part of the Nextiva<>Assembled integration, Assembled receives any Agent States as they occur in your Nextiva instance.

After at least 24 hours post integration setup, you should see all valid agent states shown in Assembled.

Things to Consider

• The integration does not currently backfill historical conversation data. Conversation syncing begins after the integration is configured.
• Agent states are sent to Assembled approximately every 30 seconds. 
• Conversations are sent to Assembled after the work item has been completed/dispositioned rather than while it is in progress.
• New NCC agents are not automatically created in Assembled. After adding agents to a mapped NCC profile, run Sync Users again.
• If agents already exist in Assembled, use Nextiva's reconciliation workflow to link them. NCC and Assembled email addresses must match exactly.
• NCC agent-state names, including custom statuses, are sent to Assembled as configured in NCC.
• Each NCC tenant supports a single Assembled integration.