When you integrate with Monet, Engage Voice will periodically send real-time and historical data to Monet using the SOAP protocol for use in Monet’s own reports and analytics capabilities. This data includes both agent state data as well as historical reporting data.
There are two agent state data feeds sent from Engage Voice to Monet, a real-time data feed and a historical data feed. The real-time or live data feed continuously collects agent state change events for every agent in your account, and sends this data to Monet periodically. The payload information for this feed contains an agent state object that contains the agent ID, status, and a date stamp.
The historical data feed contains the same payload information, but looks up to one week for a new integration, and sends agent states in bursts of up to 5000 agent states at a time, until your changes are up to date. Here is an example of the historical reports envelope element used to send live or historical agent state records through SOAP: