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Quick introduction

Since September 2020, HeroBase has become part of the Enreach Campaigns brand. As far as our integration goes, nothing has changed. The available data types and the connection process stay the same as before.

Step 1: Request login information from Enreach

When connecting Enreach to Plecto, you have to add your web service username and web service password in Plecto. Therefore, you need to request the login information from Enreach.

  1. Contact the Enreach support and ask for the web service information for connecting to Plecto.

Upon receiving the login information, Enreach will also have created a user account for you in their system, where you will have to log in with the received username and password and manage the lead export view (explained in Step 2). The user you have to log in as is called Plecto_API_USER.

Step 2: Manage projects and campaigns from Enreach

After having received your login information, you need to configure in Enreach what fields you want to export to Plecto.

You can manually select projects and campaigns to send from Enreach to Plecto. If you do not select any projects or campaigns, Plecto will import all of them by default.

  1. Open Enreach and log in with your username and password.

  2. Go to Organization > Log In As Another User. Click Plecto_API_USER to log in.

  1. Go to Leads > Lead Admin. You can see the lead export search name api_import_export under My custom views. This is where Plecto gets the data about your leads.
    If you want to only select specific projects to export to Plecto, click Projects, Campaigns, and Lead Pools and select the projects and fields you want to send to Plecto.

  2. Click on the section Columns. Here, you select the fields you want to export, and Plecto will fetch data from the selected fields.

  3. Click Save to finish.

  4. Move to Step 3.

Step 3: Connect Enreach to Plecto

  1. In Plecto, go to Data management > Data sources > + New data source > Enreach.

  2. (Optional) Rename your credentials.

  3. Enter the web service username and password you received from Enreach.

  4. Select an installation from the dropdown list. This represents the system URL in which you logged in in the previous step, for example, https://hero02.herobase.com/.

  5. Click Next to continue.

  6. Select the data you want to import and configure the settings. Here, you can change the title, choose the default date, select which fields to import, and more.

    Calls

    You will see a field called Organization code. This field is not required. However, if you have multiple organizations in Enreach that use the same credentials, you can provide the organization code so that Plecto imports the right data.

    Leads

    Here you will see the lead export search name. By default, the search name is api_import_export. If you have changed the lead export search name in Enreach, make sure to use the new name in this field.

  7. Click Next to choose how much data to import and how long you want to keep it in the data source.

  8. Click Import to finish.

Available data

You can import the following data from your Enreach account to Plecto:

  • Agent Ready Periods

  • Calls

  • Leads

Custom field import

To see all your data, you have to run a manual data import. Follow the steps below:

  1. Open your data source settings, then click Import more data.

  2. Select a time period and click Start import. Plecto will import your data along with custom fields.

  3. You can now see all the available data source fields in the section Fields in the data source settings. Select which fields you want to show in your data source, then click Save. Plecto will add these fields to the data source view.

  4. Since the newly-added fields are still empty, you need to run another manual import. Go back to the data source settings and repeat Steps 1 and 2.

You will now see all data related to the custom fields in your data source.

How to import data from Enreach reports to Plecto

If you want to import data from your Enreach reports, you need to copy-paste the Report API Request (or "payload") from your Enreach console into Plecto when you create a new Plecto data source.

Enreach says the easiest way to build the API request is to make the report in the UI and then copy from the console:

  1. Open Network

  2. Open a report you want to get the numbers from

  3. Click Calculate

  4. Choose the bottom one and click Request

  5. Copy the string

Here's an example of how the string could look like (unformatted):

{"name":"","rowSegmentations":[{"excludeIfNoValues":true,"users":{"userUniqueIds":[],"includeInactive":true}}],"columns":[{"workSchedulePlannedTasks":{"type":"TimeTotal","header":"Scheduled login"}},{"postProcess":{"predefined":"ContactTimeTotal","header":"Login "}},{"customColumn":{"customColumnUniqueId":"MRCCD2E2206","header":"Utilization"}},{"customColumn":{"customColumnUniqueId":"MRCCD3E2206","header":"Talktime"}},{"customColumn":{"customColumnUniqueId":"MRCCD4E2206","header":"Wrap-up"}},{"customColumn":{"customColumnUniqueId":"MRCCD5E2206","header":"Dial-up"}},{"customColumn":{"customColumnUniqueId":"MRCCD6E2206","header":"Preparation"}},{"customColumn":{"customColumnUniqueId":"MRCCD7E2206","header":"AHT"}},{"customColumn":{"customColumnUniqueId":"MRCCD8E2206","header":"CPH"}}],"criteria":[{"time":{"type":"Days","offset":0,"count":1,"customTimeFrom":null,"customTimeTo":null}},{"excludeIfNoValues":true,"organization":{"organizationalUnitUniqueIds":["OU1139E2206"]}},{"excludeIfNoValues":true,"campaigns":{"campaignUniqueIds":["CAMP12707E2206","CAMP12726E2206","CAMP12733E2206","CAMP12734E2206","CAMP12764E2206","CAMP12765E2206","CAMP12766E2206","CAMP12767E2206","CAMP12812E2206","CAMP12813E2206","CAMP12814E2206","CAMP12930E2206","CAMP12932E2206","CAMP12934E2206","CAMP12936E2206","CAMP12937E2206","CAMP12938E2206","CAMP12939E2206","CAMP12940E2206","CAMP13092E2206","CAMP13093E2206","CAMP13094E2206","CAMP13095E2206","CAMP13096E2206","CAMP13097E2206","CAMP13098E2206","CAMP13099E2206","CAMP13207E2206","CAMP14135E2206","CAMP14137E2206","CAMP14138E2206","CAMP14139E2206","CAMP15110E2206","CAMP16016E2206","CAMP17406E2206","CAMP17407E2206","CAMP17408E2206","CAMP17409E2206","CAMP17410E2206"],"projectUniqueIds":[],"includeInactive":true}}]}

Known issues and workarounds

Issue #1: Total call duration does not match results in Enreach

Sometimes, the total call duration in Plecto doesn't match the results in Enreach – that's because of the dialing time. The formulas you need to build in Plecto depend on whether you use the power or predictive dialer in Enreach.

Power dialer

Use the Calls data source to calculate the total call duration. The formula will look like the following (data sources are shown in parentheses). Change the number format to Duration.

Conversation Duration (Calls) + Dialing Duration (Calls) + Preview Duration (Calls) + Wrap Up Duration (Calls)

Predictive dialer

Combine data from both the Calls and Agent Ready Periods data sources to calculate the total call duration. The formula will look like the following (data sources are shown in parentheses). Change the number format to Duration.

Conversation Duration (Calls) + Preview Duration (Calls) + Wrap Up Duration (Calls) + Seconds (Agent Ready Periods)