Connecting Assembled to Nextiva Contact Center

Assembled can now connect to Nextiva Contact Center (NCC) as a Workforce Management to forecast staffing needs, monitor agent utilization, and optimize operational performance. Please follow the instructions in this guide to connect Assembled to NCC.

Prerequisites

Before connecting Assembled to NCC, ensure that:

• You have administrative access to NCC.

• You have administrative access to your Assembled account.

• You have access to your Assembled API key, from your Assembled account’s dashboard. 

Data Synchronization

After connecting Assembled to NCC, the following data is synchronized:

• Agents (Users): Agent profiles including an agent’s first name, last name, email address, and user profile ID. Agents are synced initially and updated on demand.

• Agent States: Real-time agent availability is synchronized in real-time (every 30 seconds).

• Workitems / Conversations: Workitem data such as the channel, queue, creation time, status, and user ID are synced based on configuration settings.

Step 1: Copy Your Assembled API Key

1. Login to your Assembled account at http://app.assembled.com .

2. Click Configure on the left-hand navigation bar.

1. On the Configure screen, click Assembled API under Integrations.

1. Click Create API key.

1. Enter a name in the Name field, and an optional description in the Description field in the Create API key window.

1. Click Create key.

1. Copy the API key and paste it in a secure location. The API key is needed for the next steps.

NOTE: The API key will only be shown once, ensure that you copy it before closing the window.

Step 2: Configure Assembled in NCC

1. Login to https://nextiva.thrio.io/lioncc/ as an administrator.

2. Click the Options Menu icon.

1. In the “Search…” field, enter “Workforce Management”.

2. Click the Workforce Management icon.

1. Click the + icon to create a new Workforce Management.

1. In the Information tab, do the following:

   1. Enter a name in the Name field.

   2. Enter an optional description in the Description field.

   3. Click the drop-down arrow in the Type field and select Assembled.

1. Click the Save icon. More headers will appear next to the Information tab.

1. Click the Integration tab. do the following:

   1. Paste the API key you copied from Step 1 into the API Key field.

   2. Click the key icon and select Check API Key Status, to validate your API key.

   3. Click the drop-down arrow in the Timezone field and select your timezone.

NOTE: If your API key failed to validate, verify:

• The API key was copied correctly with no extra spaces.

• The API key has not been revoked in Assembled.

• Your Assembled account is active.

1. Click the Workitems tab. Do the following:

   1. Click the drop-down arrow in the Interval field and select how frequently you want workitems / conversations to be synchronized to Assembled. The options are:

      1. None

      2. 1 Minute - This interval provides near real-time updates.

      3. 5 Minutes - This interval provides the most frequent updates.

      4. 10 Minutes - This interval provides a balanced approach.

      5. 15 Minutes - This interval provides less frequent and lower loads of updates.

      6. 30 Minutes - This interval provides the least frequent updates.

1. Click the Role Mapping tab. Do the following:

   1. Click the + icon.

      

   2. Click the file icon above the Assembled Roles field. 

      

   3. Click the radio button next to the Assembled role you want to map.

      

   4. Click the file icon above the NCC Profiles field.

      

   5. Click the radio button next to the NCC profile you want to map to the selected Assembled role.

      

   6. Click OK.

   7. Repeat as needed.

2. Click the Integration tab, then click the sync icon (next to the key icon) and click Sync Users. 

   Clicking Sync Users pushes all mapped users to Assembled. It reads each role mapping you configured, finds every enabled NCC user whose profile maps to an Assembled role, and creates that user as People in Assembled with the mapped role.

   NOTE: The Role Mapping table creates users in Assembled on the first sync. After that, updates to an existing user (first name, last name, email) sync automatically and incrementally to Assembled. However, new users are not added automatically — when you add a new agent to a mapped role, you must click Sync Users again to create them in Assembled.

3. By completing this step: 

   • All enabled users with a mapped profile are synced to Assembled.

   • Each is created as People in Assembled with the mapped role.

   • The Synced User Count field (Integration tab) updates to show how many users were synced.

NOTE: If you create a new role in Assembled, reload the Workforce Management page to see it in the Assembled Roles pop-up window.

Step 2.1: Register Existing Assembled Users (Reconciliation)

Users can be onboarded into the integration in two ways:

• Forward sync (Step 2): Map roles and click Sync Users to create your NCC users as People in Assembled. Use this when Assembled lacks your users.

• Reconciliation (this step): If your users already exist in Assembled (added manually or imported), link those People back into NCC to avoid duplicates. Use this when Assembled is populated.

Use reconciliation when you have already created the same employees in Assembled with matching email addresses used in NCC, either by adding them manually or importing them.

To register existing Assembled users:

1. Ensure users exist in Assembled with email addresses matching their NCC emails (add manually or import).

2. In NCC, open your Assembled Workforce Management and go to the Integration tab.

3. Click Register from Assembled.

NCC then pulls existing People from Assembled, matches them to NCC users by email, and stores each matched user's Assembled ID in NCC. Matched users link to the integration without duplication.

After reconciliation:

• Each matched user's Assembled ID is recorded in NCC.

• The Synced User Count updates to reflect all users now linked to Assembled.

• Going forward, those users' agent states sync automatically to Assembled (every 30 seconds), the same as forward-synced users.

NOTE: Only users whose Assembled email exactly matches their NCC email are linked. Users in Assembled with no matching NCC email (or vice versa) are skipped. If a user has no email match, create or correct the email and run the action again.

Step 3: Verify the Integration

In Assembled

1. Go to People in Assembled

2. Verify your NCC agents appear with the correct role.

In NCC

1. Go to your Assembled Workforce Management.

2. Verify that the Disable toggle is inactive in the Information tab.

3. Check the Latest Sync field in the Workitems tab.

4. Check the Synced Users count. 

Data Mapping Reference

Agent Status

NCC agent status names are sent to Assembled as-is. NCC does not translate statuses into a fixed Assembled vocabulary. Whatever a status is named in NCC (including custom, tenant-defined statuses) appears in Assembled, letting your workspace reflect your exact NCC status configuration.

For example, standard NCC statuses such as Available, Busy, Available Wrapup, and Logged Out appear in Assembled under those names. Any custom status you define in NCC appears under its custom name.

Channels

NCC workitem channels are mapped to the following Assembled channels:

Conversation Status

NCC dispositions are mapped to the following Assembled statuses:

Troubleshooting

API Key Validation Failed

• Verify the API key was copied correctly without extra spaces.

• Confirm the API key is still active in Assembled.

• Regenerate the API key if needed.

API Key User Suspended

• If the Assembled user account associated with the API key is suspended, the integration will stop functioning entirely.

Agents Not Syncing

• Verify agents are enabled in NCC.

• If the user's email already exists in another Assembled account, the sync may fail. Verify the email is not associated with a different account.

• If the users were already created in Assembled (added manually or imported), use Register from Assembled (Step 2.1) to link them by email instead of forward sync, otherwise it fails.

Real-Time States Not Updating

• Agent states are buffered and sent in batches every 30 seconds. Delays of up to 30 seconds are expected.

• Verify that the agent is synced to Assembled (has an Assembled ID).

• Confirm that the WFM configuration is enabled.

Conversations Not Syncing

• Conversations sync at the configured interval, between 5 and 30 minutes.

• Only conversations assigned to synced agents are visible.

• Review the Last Sync timestamp to confirm when the most recent sync occurred.

Frequently Asked Questions

Setup and Configuration

How do I sync only selected users to Assembled?

Use the reconciliation flow (Step 2.1). You no longer need a dedicated NCC user profile for this:

1. In Assembled, add or import only the employees you want to sync (using the same email addresses as in NCC).

2. In NCC, open the Assembled Workforce Management → Integration tab.

3. Click Register from Assembled.

NCC matches those Assembled People to NCC users by email and links only those users. Their agent states then sync automatically.

NOTE: The forward sync is scoped by role mapping — only users with profiles mapped to an Assembled role are created during Sync Users. Reconciliation is simpler when syncing a hand-picked list of users who already exist or can be imported into Assembled.

The agent is created in Assembled with the assigned role. (New users are not added automatically. Click Sync Users again after adding agents to an already-mapped role.)

How do I add a new agent to be synced?

1. Create the user in NCC.

2. Assign the user a user profile that is mapped to an Assembled role.

3. Click Sync Users in the WFM configuration.

The agent is created in Assembled with the assigned role.

Can a user belong to more than one Assembled account?

Each user email address can only be associated with a single Assembled account. If you attempt to add, import, or sync a user whose email already exists in another Assembled account, the action may fail.

Can I have multiple WFM integrations?

Each NCC tenant supports one Assembled integration.

If you need to sync to multiple Assembled accounts, contact Nextiva Support for guidance.

Sync Behavior

How often do agent states update?

Agent states are synced in real time every 30 seconds. When an agent changes status in NCC, such as moving from Available to Busy, the change appears in Assembled within 30 seconds. State changes are buffered and sent in batches every 30 seconds to optimize API usage and reduce system load.

Does the integration sync historical conversations or only new ones?
Only new conversations. Syncing starts when the integration is set up (when users first sync). Each cycle, NCC pushes only conversations closed since the last successful sync, then advances its sync marker. If the integration is paused or auto-disabled and later re-enabled, it resumes from the last successful sync point — so no conversations are missed and already synced conversations are not sent again.

How do I pause or turn off the integration?
Use the Disable toggle on the Information tab of your Assembled Workforce Management.

When the integration is disabled:

• Agent state syncing stops.

• Conversation syncing pauses.

• No data is pushed to Assembled.

To resume, switch the Disable toggle off. Syncing picks up from the last successful sync point — agent states resume on the next 30-second cycle, and conversations resume where they left off.

Which conversations (workitems) sync to Assembled?

NCC pushes all workitems to Assembled once dispositioned. In-progress workitems are sent only after completion, even if not linked to users or automatically dropped. This helps with forecasting.