tap-nice-incontact

This is a Singer tap that produces JSON-formatted data following the Singer spec.

This tap:

• Pulls raw data from NICE inContact Reporting API
• Extracts the following resources:
  • Contacts - Completed
  • Skills - Summary
  • Skills - SLA Summary
  • Teams - Performance Total
  • WFM - Skills - Contacts
  • WFM - Skills - Dialer Contacts
  • WFM - Skills - Agent Performance
  • WFM - Agents
  • WFM - Agents - Schedule Adherence
  • WFM - Agents - Scorecards
  • QM - Workflows
• Outputs the schema for each resource
• Incrementally pulls data based on the input state

Bookmarking Strategy

Most of the streams produce data for a "reporting period" which defaults to 1 hour. Some streams require a reporting period of 5 minutes. Each incremental stream class in streams.py has a replication_key that the tap uses to bookmark on.

For data extraction streams, we use jobEndDate to bookmark which is the endDate of the data export period. Go here to read more about Data Extraction APIs.

Authentication

The tap is built around the NICE inContact UserHub authentication process. This guide will show the steps required to get an api_key and api_secret.

Config

The tap accepts the following config items:

field	type	required	description
start_date	string	yes	RFC3339 date string "2017-01-01T00:00:00Z"
api_key	string	yes	NICE inContact API key (see Authentication)
api_secret	string	yes	NICE inContact API secret (see Authentication)
api_cluster	string	yes	NICE inContact instance cluster. Example: "c42"
api_incontact_version	string	no	NICE inContact API version. Default is "23.0"
api_data_extraction_version	string	no	NICE Data Extraction API version. Default is "1"
user_agent	string	yes	Process and email for API logging purposes. Example: tap-nice-incontact <api_user_email@your_company.com>
auth_domain	string	no	The NICE inContact auth domain/region to use. Default is "na1". See Authentication for more.
periods	object	no	Stream specific reporting periods (see below)
poll_settings	object	no	Polling used for data extraction jobs (see below)

Example config:

{
  "start_date": "2017-01-01T00:00:00Z",
  "api_key": "<NICE inContact API key>",
  "api_secret": "<NICE inContact API secret>",
  "api_cluster": "<NICE inContact instance cluster>",
  "api_incontact_version": "<NICE inContact API version>",
  "api_data_extraction_version": "<NICE Data Extraction API version>",
  "user_agent": "tap-nice-incontact <<api_user_email@your_company.com>>",
  "periods": {
    "skills_summary": "days",
    "skills_sla_summary": "days",
    "teams_performance_total": "days",
    "wfm_skills_agent_performance": "days",
    "wfm_agents": "days",
    "wfm_agents_scorecards": "days",
    "qm_workflows": "days"
  }
}

Reporting Periods

For periods the structure is as follows:

stream	reporting period
stream_name	the tap supports 1 days, 1 hours, and 5 minutes

Polling Behavior

For data extraction streams, we need to poll the /jobs/{JOB_ID} endpoint to wait for the success state. You can change these settings in order to adjust polling behavior.

stream	reporting period
delay	How long to wait between status requests, defaults to 5 seconds
timeout	How long to wait for the status request, defaults to 300 seconds

Quick Start

1. Install

Clone this repository, and then install using setup.py. We recommend using a virtualenv:

$ virtualenv -p python3 venv
$ source venv/bin/activate
$ pip install -e .

2. Create your tap's config.json file. Look at this table for format and required fields.

3. Run the Tap in Discovery Mode This creates a catalog.json for selecting objects/fields to integrate:

tap-nice-incontact --config config.json --discover > catalog.json

See the Singer docs on discovery mode here.

4. Run the Tap in Sync Mode (with catalog) and write out to state file

For Sync mode:

$ tap-nice-incontact --config tap_config.json --catalog catalog.json >> state.json
$ tail -1 state.json > state.json.tmp && mv state.json.tmp state.json

To load to json files to verify outputs:

$ tap-nice-incontact --config tap_config.json --catalog catalog.json | target-json >> state.json
$ tail -1 state.json > state.json.tmp && mv state.json.tmp state.json

To pseudo-load to Stitch Import API with dry run:

$ tap-nice-incontact --config tap_config.json --catalog catalog.json | target-stitch --config target_config.json --dry-run >> state.json
$ tail -1 state.json > state.json.tmp && mv state.json.tmp state.json

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