Learn the basics of how the MaestroQA integration works.
Who maintains the integration
MaestroQA integration with Gladly is built and maintained by MaestroQA.
Basic scope
MaestroQA makes API requests from AWS ECS tasks. These are read-only (GETs with the exception of POST for reporting data), so no data comes to Gladly from MaestroQA.
How the integration works
MaestroQA uses the following Gladly endpoints:
/agents,
/topics
/customer-profiles
/reports
/conversations
/conversation-items
/inboxes.
MaestroQA pulls in all the Conversations from Gladly and can then use rules and automation to narrow down which ones graders should focus on. This way, managers can focus on those Conversations providing the most meaningful insights.