Workflow: Configure EDM Capture for Verint Messaging

The configuration process creates a connection between the Verint Recorder and the Snowflake database, where Verint Messaging stores conversations.

The service provider deploys the Verint Recorder.

Before you begin

Install and configure:
- Verint Messaging and its Chat Bots.
- The Recorder as part of your WFO setup.
Get the connection information for the Snowflake database.

Workflow

Set up the EDM capture module

To enable the Recorder to request data from external sources and to store the content it receives, assign the required Recorder Server roles.
Create a Conversocial data source

A data source provides the connection information for the external system. Interaction Capture and the Conversocial Polling adapter use the data source to access the Snowflake database that stores conversations from Verint Messaging.
Create the default employee

Conversations not involving agents include messages with chatbots, messages between platform visitors, and unanswered messages from visitors. To capture these non-agent interactions, create a default employee account.
Create employees for agents

To capture the conversations of agents from the Verint Messaging platform, create an employee account for each agent. Then associate the employees to the Verint EDM data source.
Create a recording profile

Create a capture profile to choose what types of interactions are recorded for your organizations and employees.
Create the Conversocial Polling Adapter

Verint Messaging stores chat and text conversations in a Snowflake database. The Conversocial Polling Adapter retrieves closed conversations from the Snowflake database and sends them to the Interaction Capture service for ingestion.
Workflow: Custom data mapping

By mapping meta data about an interaction, you can make that data available in Verint applications and reports.
Search and replay interactions

Validate the configuration by searching for and replaying captured conversations.