UJET is a telephony platform that is mainly used for phone calls. More information about UJET can be found here.
Connecting UJET to Assembled
If you run into any issues during this step, please reach out to our Support Team.
- Basic authentication
- The admin will need to provide their subdomain and API key which can be retrieved from UJET’s portal
- NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage
- Successfully connecting UJET will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page
Sync jobs on Assembled
For UJET, these are the sync jobs created:
| Sync job | Definition | Frequency |
|---|---|---|
| backfill | Syncs data in the past, for a total of 5 years from the time the sync job was created. | As fast as possible |
| default | Syncs new and updated data | Every 5 minutes |
| agent_states | Syncs agent states | Every 15 seconds |
Verify the UJET connection
There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team.
| Assembled | Type of data |
|---|---|
| Realtime dashboard | Agent states + contact data |
| Staffing Timeline → Contacts | Contact data |
UJET endpoints/services that we integrate with
manager/api/v1/chats
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | Every 5 minutes |
manager/api/v1/calls
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | Every 5 minutes |
manager/api/v1/agent_activity_logs
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Agent states |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | Every 15 seconds |
manager/api/v1/agents - link to docs (if there is no link, just ignore)
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | User data |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | On demand |
UJET integration mappings
User roles
| UJET | Assembled |
|---|---|
| Agent | Standard |
Ticket data (Phone)
| UJET | Assembled |
|---|---|
| connected_at | first_responded_at |
| connected_at - queued_at OR connected_at OR timestamp | first_response_duration |
| service_level_event (in_sla vs not_in_sla) (SLA) | sla_met |
Ticket data (Chat)
| UJET | Assembled |
|---|---|
| service_level_event (in_sla vs not_in_sla) (SLA) | sla_met |
| started_at | first_responded_at |
| started_at - first_message_sent_at | first_response_duration |
Ticket status
| UJET | Assembled |
|---|---|
| finished | solved |
| connected | open |
| queued | new |
| selecting | new |
| deflected | closed |
| empty |
Channels
| UJET | Assembled |
|---|---|
| chat | Chat |
| phone | Phone |
FAQ
- For now, we track SLA based on the
service_level_eventmetric in UJET. Ifin_sla, we determine that ticket to be in SLA. Alternatively, ifnot_in_sla, we determine that ticket has breached SLA.
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