MyHRW

The Case Management System - MyHRW is integrated with Preceda to provide customers, who have MyHRW as part of their service contract (e.g. Call Center Agents/ Representatives), with basic employee information for verification purposes (i.e. if the person calling is their client's employee, or if they are authorized to call on behalf of the employee).

MyHRW is a Case Management System used by call center agents in creating tickets when customers call regarding any issue. The integration of MyHRW and Preceda leads to caller identification through the Case Management System's access to employee demographical data for calls and case management from Preceda in real-time via a Web Service.

 

MyHRW uses Preceda Connector API to retrieve a list of employees matching the search criteria. Preceda Connector API uses an HTTP Post Request to return the data to the calling application.

 

Here is an example of a typical process between MyHRW and Preceda:

  • Call Center Representative takes a support call.
  • Call Center Representative asks for employee's details and can search by the following criteria in the MyHRW system:
    • Employee ID
    • Work Email
    • Legal First Name and Legal Last Name
  • Based on the data entered by the Call Center Representative, the MyHRW system will determine the appropriate Web Service.
  • MyHRW will retrieve the employee's details from Preceda through the Web Service.
  • The Call Center Representative asks the caller questions to verify his/ her identity and uses the data returned by the integration to validate.
  • If the caller is a manager calling on behalf of an employee, MyHRW will need to retrieve the caller's details first. Then, another integration web service request will be made to retrieve the employee's details to confirm that the manager in Preceda is the same as the caller.