Data Integrations

target audience it teams, system administrators description a technical reference page explaining how conversational data flows into cqa from exotel products or external systems 6\ integrations & data ingestion cqa delivers value by analyzing conversations to do this, it must have access to call recordings and their associated metadata cqa supports various integration methods to ingest data from different telephony systems, crms, and storage solutions — and to export analysis results to external destinations exotel ecosystem integrations (section 6 1) for customers on exotel platforms (ecc 4x, ecc 6x, exolite) universal & external integrations (section 6 2) for customers connecting via sftp, amazon s3, email, or the standard api data integration console (section 6 4) a self service ui for administrators to create and manage connectors, api keys, and scheduled jobs contact your csm to enable once an integration is established and the customer is onboarded (tenant/user creation + metadata/qp/assignment rule configuration), data ingestion and analysis occur automatically 6 1 exotel ecosystem integrations for customers using exotel's proprietary platforms 6 1 1 ecc4x in this setup, cqa can either function separately, or can be embedded directly within the ecc4x interface via an iframe, providing a seamless user experience data flow cqa fetches recordings automatically on a daily basis, either via app server apis or by pulling reports uploaded on cqa server (s3) via sftp sftp approach — how it works (backend) vla module on ecc generates and uploads a report to cqa server (s3) via sftp cqa uses the voice log api to fetch the actual audio recording using the call sid available in the sftp report the system analyzes the call based on configured assignment rules on premise requirements vla must be enabled on the ecc4x setup app server api approach — how it works (backend) ecc pushes recordings and metadata information in its own table cqa uses the app server api to fetch the actual audio recording using the call sid available in the ecc table the system analyzes the call based on configured assignment rules on premise requirements customer needs to whitelist the app server so that the apis can directly access the tables if the data integration console is enabled for your tenant, you can create a connector for this platform from the console ui once created, the data import job is scheduled automatically — you do not need to manually create or trigger a job see section 6 4 for details 6 1 2 ecc6x this is a deeper, native integration designed for high throughput environments data flow bi directional streaming via a kafka pipeline on premise requirements for on prem ecc deployments, the only network configuration required is whitelisting the cqa ip address (cqa should be able to listen to the customer's kafka servers) how it works (backend) ingestion cqa consumes recordings and metadata directly from the ecc kafka stream feedback after analysis, cqa pushes the results (scores/data) back into the kafka pipeline for ecc to consume event driven per conversation cqa picks it up as and when a conversation event is generated by ecc, making this near realtime analysis if the data integration console is enabled for your tenant, you can create a connector for this platform from the console ui once created, the data import job is scheduled automatically — you do not need to manually create or trigger a job see section 6 4 for details 6 1 3 exolite platform for users on the standard exolite platform, cqa can be made accessible via a separate url data flow cqa automatically fetches recordings daily using the bulk call api how it works the integration operates entirely on the backend via api connectivity users perform standard configuration (quality profiles, rules), and cqa handles the data retrieval automatically if the data integration console is enabled for your tenant, you can create a connector for this platform from the console ui once created, the data import job is scheduled automatically — you do not need to manually create or trigger a job see section 6 4 for details 6 2 universal & external integrations for customers using 3rd party contact centers (ccaas), crms, or cloud storage these integrations support both data import (ingesting recordings and metadata into cqa) and data export (sending analysis results to external destinations) if the data integration console is enabled, these connectors can be created and managed from the ui (see section 6 4) 6 2 1 standard api cqa provides a standard api designed to make the platform agnostic this allows any external system to send data into cqa and retrieve analysis results refer to the api reference guide for details import (ingress) external systems push conversations and metadata into cqa via the api the api defines a strict schema for how conversations and metadata must be formatted for external contact centers (e g , genesys, salesforce), a middleware integration is typically built to bridge the external system and cqa — this middleware reads data from the source system, formats it per the cqa schema, and pushes it via the api export (egress) analysis results (scores, parameters, metadata) are exposed via the api, allowing external systems to consume cqa insights in their own interfaces api keys programmatic access requires an api key keys can be generated from the data integration console (if enabled) or requested from your cqa administrator see section 6 4 4 for key management note the standard api can be used by customers or professional services teams to build integrations that ingest data from external components into cqa and fetch analysis results back 6 2 2 customer s3 this integration supports batch processing of recordings and metadata via amazon s3 buckets s3 can be used for both import and export import (ingress) a user or external system uploads conversations and metadata files (csv format) to a designated s3 bucket cqa authenticates, fetches the files, and processes the recordings according to active assignment rules export (egress) cqa can push analysis reports to a customer owned s3 bucket export jobs can be configured with quality profile filters, date ranges, column selection, and file format (csv or excel) security supports authenticated s3 buckets with iam access key credentials configuration bucket name, region, access key, secret access key, file prefix, file format test connection validates the configured credentials and s3 bucket access before scheduling any jobs 6 2 3 customer sftp cqa supports connecting to customer hosted sftp servers for both importing conversation data and exporting analysis reports import (ingress) cqa connects to a customer sftp server on a scheduled basis to pull csv metadata files and associated audio recording urls the csv must contain mandatory fields (e g , external interaction id) along with a url for the audio recording and associated metadata (agent name, campaign id, team name, etc ) export (egress) cqa pushes analysis reports (csv or excel) to a customer sftp server on a configured schedule configuration source host (ip address), port, username, password, credential type, file format, remote directory credential types username/password standard credential based authentication ssh public key cqa generates a key pair from the backend the public key is shared with the customer to add to their sftp server's authorized keys contact cqa support to configure public key authentication — the self service ui for this credential type is not yet available test connection validates the configured credentials and endpoint before scheduling any jobs 6 2 4 email export cqa supports exporting analysis reports to a configured email address direction export (egress) only how it works when an email export job runs, the report is uploaded to amazon s3 and a download link is sent to the configured email address the report file (csv or excel) is not attached directly to the email each file is limited to 1,000 rows — if a report exceeds this, multiple download links are included in the email configuration destination email address security agents and supervisors can use the email me shortcut on the analysis list to send reports to their own verified organizational email address only they cannot specify a different destination test connection validates the configured credentials and endpoint before scheduling any jobs 6 3 summary of integration capabilities integration type primary mechanism ingress egress prerequisite console support ecc 4x sftp report or app server api ✅ ❌ vla enabled, ip white listed (if on prem) yes (auto scheduled) ecc 6x kafka pipeline ✅ ✅ whitelist cqa ip (if on prem) yes (auto scheduled) exolite platform bulk call api ✅ ❌ none yes (auto scheduled) customer sftp sftp connector ✅ ✅ sftp credentials yes customer s3 s3 connector ✅ ✅ s3 bucket, iam credentials yes email email connector ✅ ✅ destination email yes standard api rest api + api key ✅ ✅ api key api access page 6 4 data integration console goal manage your data integration configuration — import connectors, export connectors, api keys, jobs, and execution tracking — from a self service dashboard the data integration console provides a visual interface for creating and managing how data flows into and out of cqa it is available to admin users and appears in the cqa sidebar under the data integration and automation sections note the data integration console is not enabled by default contact your customer success manager to enable this feature for your tenant 6 4 1 console overview when enabled, the following pages are added to the cqa sidebar section pages purpose data integration data import create and manage connectors that bring data into cqa data integration data export create and manage connectors that send analysis results out of cqa data integration api access generate and manage api keys for programmatic access automation jobs & pipelines create and schedule automated jobs that link connectors to recurring tasks automation execution history track every job run with timestamps, status, and downloadable reports global action buttons are available from every page + new connector and + new job 6 4 2 data import connectors data import connectors define where cqa pulls or receives recordings and metadata from supported connector types connector type description customer sftp cqa connects to a customer hosted sftp server to pull csv files and recordings customer s3 cqa connects to a customer owned amazon s3 bucket to pull csv files and recordings ecc 4x integration with exotel's ecc 4x contact center platform ecc 6x integration with exotel's ecc 6x contact center platform exolite platform integration with the exolite platform creating a data import connector navigate to data integration > data import in the sidebar click + new connector enter a connector name select the connector type fill in the type specific configuration fields customer sftp source host (ip address), port, username, password, credential type (username/password or ssh public key), file format (csv), remote directory customer s3 bucket name, region, access key, secret access key, file prefix, file format (csv) ecc 4x / ecc 6x / exolite platform specific connection fields click save test connection after creating a connector, click test connection on the connector card to verify that the configured credentials and endpoint are valid before scheduling any jobs credential types for sftp username/password standard credential based authentication ssh public key cqa generates a public/private key pair from the backend the public key is shared with the customer to add to their sftp server's authorized keys the ui for ssh public key setup does not exist yet — contact cqa support to configure public key authentication for your connector important for exotel product connectors (ecc 4x, ecc 6x, exolite), the data import job is scheduled and starts running automatically when you create the connector you do not need to manually create a job in jobs & pipelines for these connector types 6 4 3 data export connectors data export connectors define where cqa sends analysis results supported connector types connector type description sftp push analysis reports to a customer hosted sftp server amazon s3 push analysis reports to a customer owned s3 bucket email send analysis reports to a configured email address creating a data export connector navigate to data integration > data export in the sidebar click + new connector enter a connector name select the connector type fill in the type specific configuration fields sftp host, port, username, password, credential type, remote directory amazon s3 bucket name, region, access key, secret access key, file prefix email destination email address click save test connection after creating a connector, click test connection on the connector card to verify that the configured credentials and endpoint are valid before scheduling any jobs email export behavior when an email export job runs, the report is uploaded to amazon s3 and a download link is sent to the configured email address the report file (csv or excel) is not attached directly to the email — the email contains a link to download it each file is limited to 1,000 rows — if a report exceeds this, multiple download links are included in the email 6 4 4 api access manage api keys for programmatic data ingestion and retrieval via the standard api navigate to data integration > api access in the sidebar view existing api keys each key shows its name, status (active), created date, a masked api key, and a masked account id click generate api key to create a new key enter a key name and click generate api key the full api key is displayed once copy and store it securely — it cannot be retrieved again to revoke a key, click the revoke button next to it limits a single tenant can have a maximum of 2 active api keys to create a new key when the limit is reached, revoke an existing key first when to use api keys use api keys when you want to programmatically ingest conversation data into cqa and retrieve analysis results via the standard api, instead of using the connector based ui workflow refer to the api reference guide for endpoint details 6 4 5 jobs & pipelines jobs link connectors to schedules, automating recurring data imports and report exports creating a job navigate to automation > jobs & pipelines in the sidebar view all jobs in a table showing job name, job type (data import / data export), connector used, created by, schedule, and status click + new job in the creation modal enter a job name select job type data import or data export select the connector to use (only connectors matching the selected job type are shown) select frequency one time, daily, weekly, or monthly set start date and end date (or select never end) for data export (report) jobs only configure the report parameters — quality profile, date range, saved filters, column selection (choose which fields to include), and file format (csv or excel) click create job actions trigger manually run a job immediately using the play button, regardless of its schedule useful when a scheduled pull missed the file (e g , the csv was uploaded after the scheduled time) and you want to retry immediately disable temporarily pause a scheduled job without deleting it (e g , during maintenance windows) delete permanently remove the job schedule timing daily scheduled jobs trigger at approximately 2 30 am ist the job pulls all conversations and csv files available at that time, runs analysis, and results appear in the analysis list note for exotel product connectors (ecc 4x, ecc 6x, exolite), the data import job is scheduled and starts running automatically when you create the connector it appears in the jobs & pipelines table, but you do not need to create or trigger it manually 6 4 6 execution history track all job runs with their outcomes navigate to automation > execution history in the sidebar view a chronological table of all job executions showing job name, job type, connector used, execution timestamp, and status filter by job type (data import / data export) and status for data export executions a download link for the generated report is available directly in the execution history links are valid for 7 days execution statuses status description pending job is queued and waiting to start processing job is actively fetching and processing data from the source delivering processing is complete; for export jobs, results are being pushed to the destination (s3, sftp, email) import jobs pass through this state briefly before completing success job completed successfully — all data was processed and delivered partial success processing succeeded but some delivery destinations failed (e g , sftp delivery failed while s3 succeeded) handler failed the data processing step itself failed (e g , source unreachable, file format error) delivery failed processing succeeded but all delivery destinations failed 6 4 7 exporting reports from the analysis list in addition to creating export jobs from the jobs & pipelines page, users can also trigger report exports directly from the analysis list page navigate to the analysis list and click export report the export configuration dialog is the same console used for creating export jobs an additional option is available email me — this sends the report to the currently logged in user's verified email address note agents and supervisors can use the email me option to export reports to their own verified email address only they cannot specify a different destination email this restriction ensures that analysis data is sent only to verified organizational email addresses