UJET integration details – Assembled
UJET is a telephony platform that is mainly used for phone calls. More information about UJET can be found here.
Connecting UJET to Assembled
This article has details on how to connect to UJET: How to connect UJET. If you run into any issues during this step, please reach out to our Support Team.
- Basic authentication
- The admin will need to provide their subdomain and API key, which can be retrieved from UJET’s portal.
- NOTE: This allows Assembled to make API requests on behalf of your account, which will result in an overall increase in your API usage.
- Once UJET is successfully connected, a ' Synced', ' Sync in progress', or ' Connected' field will appear on the specific card in the Settings > Integrations page.
Sync jobs on Assembled
For UJET, these are the sync jobs created:
| Sync job | Definition | Frequency |
|---|---|---|
| backfill | Syncs historical data for up to 5 years from the time the sync job was created. | As fast as possible |
| default | Syncs new and updated data | Every 5 minutes |
| agent_states | Syncs agent states | Every 15 seconds |
Verify the UJET connection
There are two places in Assembled where you can verify whether the integration was added correctly. If either of these display zero or abnormal numbers, please reach out to our Support Team.
| Assembled | Type of data |
|---|---|
| Realtime dashboard | Agent states + contact data |
| Staffing Timeline → Contacts | Contact data |
UJET endpoints/services called by the integration
manager/api/v1/chats
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | Every 5 minutes |
manager/api/v1/calls
manager/api/v1/agent_activity_logs
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Agent states |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | Every 15 seconds |
manager/api/v1/agents
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | User data |
| What is the rate limit for this endpoint? | 1 request / second |
| How often does Assembled hit this endpoint? | On demand |
UJET integration mappings
User roles
| UJET | Assembled |
|---|---|
| Agent | Standard |
Ticket data (Phone)
| UJET | Assembled |
|---|---|
| connected_at | first_responded_at |
| connected_at - queued_at OR connected_at OR timestamp | first_response_duration |
| service_level_event (in_sla vs not_in_sla) (SLA) | sla_met |
Ticket data (Chat)
| UJET | Assembled |
|---|---|
| service_level_event (in_sla vs not_in_sla) (SLA) | sla_met |
| started_at | first_responded_at |
| started_at - first_message_sent_at | first_response_duration |
Ticket status
| UJET | Assembled |
|---|---|
| finished | solved |
| connected | open |
| queued | new |
| selecting | new |
| deflected | closed |
| empty |
Channels
| UJET | Assembled |
|---|---|
| chat | Chat |
| phone | Phone |
FAQ
- For now, we track SLA based on the
service_level_eventmetric in UJET. Ifin_sla, we determine that the ticket is in SLA. Alternatively, ifnot_in_sla, we determine that the ticket has breached SLA.