This article provides information about how you can define the CSV file while using the Bulk Operations feature in Webex Contact Center.

Note the following:

  • The first row in the CSV file is the header.

  • A comma separates field values in the CSV file.

  • You can have a maximum of 5000 rows in the CSV file. Webex Contact Center rejects CSV files that contain more than 5000 rows.

  • The maximum size limit for a CSV file is 10 MB.

  • All values are mandatory, unless explicitly stated otherwise.

The Bulk Operations feature enables you to create, modify, or delete fields in the following entities:

  1. Entry Point

  2. Queue

  3. Outdial Entry Point

  4. Outdial Queue

  5. Site

  6. Team

  7. User

  8. User Profile

  9. Worktype

  10. Auxiliary Code

  11. Agent Profile

  12. Address Book

  13. Outdial ANI

  14. Skill Definition

  15. Skill Profile

  16. Entry Point Mappings

  17. Audio File

Entry Point

CSV Column Name

Description

Possible Values

Name

Provide a name for the entry point.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the entry point.

Alphanumeric string

Service Level Threshold

Provide the maximum duration, in seconds, that a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

An integer value

Timezone Provide the time zone that routing strategies use for this entry point.

A time zone as specified in the article List of Time Zones for Webex Contact Center.

Channel Type

Provide channel type for the entry point.


 

The channel type SOCIAL CHANNEL is applicable only for organizations using the Webex Connect service.

Provide one of the following values:

  • CHAT

  • EMAIL

  • SOCIAL CHANNEL

  • TELEPHONY

Social Channel Type

Provide social channel type for the entry point.


 

This column is applicable only if you set the Channel Type to SOCIAL CHANNEL.

Provide one of the following values:

  • FACEBOOK MESSENGER

  • SMS

  • WHATSAPP

Asset Name

Provide the name for the asset.


 

This parameter is applicable only if the Channel Type is either CHAT or EMAIL and you have integrated Webex Contact Center with imiconnect.

Alphanumeric string

Queue

CSV Column Name Description

Possible Values

Name

Provide a name for the queue.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the queue.

Alphanumeric string

Channel Type

Provide channel type for the queue.

Provide one of the following values:

  • TELEPHONY

  • EMAIL

  • CHAT

Max Time In Queue Provide maximum duration, in seconds, that a contact can wait for an agent in the queue. After this duration, Webex Contact Center drops the contact from the queue.

An integer value

Service Level Threshold

Provide the duration, in seconds, that a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

An integer value

Timezone

Provide a timezone in which this support queue operates.

A time zone as specified in the article List of Time Zones for Webex Contact Center.

Permit Monitoring Enable or disable call monitoring feature for queues.

 

This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable call monitoring for the queue.

  • OFF: Disable call monitoring for the queue.

Permit Recording

Enable or disable call recording for the queue.


 

If you enable call recording at the Tenant level, updates to this setting are not applicable. This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable call recording for the queue.

  • OFF: Disable call recording for the queue.

Record All Calls

Enable this feature to record all calls that connect to the queue.


 

If you enable the Record All Calls setting at the Tenant level, updates to this setting are not applicable. This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Record all calls in queue.

  • OFF: Don't record any calls in queue.

Pause or Resume Enabled

Allow agents to pause or resume call recordings for a queue. For example, agents can pause call recordings while discussing sensitive information from the customer, such as credit card details.


 

You can enable the Privacy Shield feature on Control Hub. For information about the Privacy Shield feature, see the Security Settings for Webex Contact Center article.

This setting is available only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable agents to pause and resume a call recording for a queue.

  • OFF: Disable agents to pause and resume a call recording for a queue.

Recording Pause Duration

This setting specifies the duration, in seconds, after which a paused recording resumes automatically.

This setting is applicable only if you enable the Privacy Shield feature on Control Hub.


 

This setting is applicable only for the Telephony channel type.

An integer value

Default Music in Queue

Provide the name of the audio (.wav) file to play when calls arrive or are waiting in the queue. This file is the default audio file.


 

Ensure that you upload the audio file to Webex Contact Center.

Alphanumeric string

Routing Type

Provide a routing type.


 

This setting is applicable only for the Telephony channel type.

The system sets the Routing Type when you create a queue. You can't update the Routing Type later.

Provide one of the following values:

  • LONGEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent available for the longest time, across all the teams that are assigned to the queue.

  • SKILLS_BASED: Webex Contact Center routes calls to agents based on skill requirements that you configure in the flow that is associated with the queue.

    The SKILLS_BASED routing type is available only if you provision the queue with channel type as Telephony.

    When you provide SKILLS_BASED as the routing type, you also need to specify two more options to route a call when more than one agent with the required skill set is available.

  • LONGEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent available for the longest time, across all the teams that are assigned to the queue.

  • BEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of the type Proficiency.

Skill-Based Agent Selection

Provide a value to route calls to agents based on skill requirements.

This setting is applicable only if the Routing Type is Skills_Based.

Provide one of the following values:

  • LONGEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent available for the longest time, across all the teams that are assigned to the queue.

  • BEST_AVAILABLE_AGENT: Webex Contact Center routes the call to the agent with the highest proficiency across all skills for the contact.

Distribution Group

Provide a distribution group name. Distribution Groups associate one or more teams with a queue. Add multiple groups to distribute calls to more teams with the passage of time in the queue.

Alphanumeric string

Distribution Group Seq

Provide the priority sequence for the call distribution group in relation to all other distribution groups defined for the queue. For example, if there are three distribution groups for a queue, provide value ranging from 1–3.

An integer value

Group Fallback Time

Provide the duration in the queue, in seconds, for which contact waits for an agent in this distribution group before attempting to connect to agents in the next distribution group.

An integer value

Group Teams

Provide the teams that are part of a distribution group.

If there are multiple teams with the same name for different sites, use the team name: site name format to define the team name.

For more information, see Example of Queue.

Example of Queue

Rows that define a queue and rows that define call distribution for the queue have a parent child relationship. In the CSV file, the queue is present in the parent row and call distribution is present in subsequent child rows. The child rows require the following columns:

  • Name

  • Distribution Group Seq

  • Group Fallback Time

  • Group Teams

This section provides a schematic definition of the CSV file with call distribution group. The first row contains information about all queue columns other than Call Distribution Details, while the second and third rows contain the queue name and Call Distribution details.

Name

...

Distribution Group

Distribution Group Seq

Group Fallback Time

Group Teams

TestQ

Queue definition columns

Columns that define the queue properties other than those related to distribution groups.

TestQ

Queue definition columns

Don't repeat values for these when defining call distribution groups.

Group1

1

Team1|Team2

TestQ

Queue definition columns

Don't provide values for these when defining call distribution groups.

Group2

2

60

Team3|Team4


When you update a queue or edit call distribution groups in a queue, provide the entire queue definition with all call distribution groups in the parent-child format. The queue definition in the CSV file overwrites the existing queue definition.

Outdial Entry Point

CSV Column Name

Description

Possible Values

Name

Provide a name for the outdial entry point.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the outdial entry point.

Alphanumeric string

Service Level Threshold

Provide the maximum duration, in seconds, that a customer request can wait in queue before the system flags it for violation of service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

An integer value

Timezone

Provide the time zone that is configured for your organization.

A time zone as specified in the article List of Time Zones for Webex Contact Center.

Channel Type

Provide the channel type.

Outdial entry points are applicable only for the Telephony channel type.

TELEPHONY

Outdial Queue

CSV Column Name Description

Possible Values

Name

Provide a name for the outdial queue.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the outdial queue.

Alphanumeric string

Max Time In Queue

Provide the maximum duration, in seconds, that a contact can wait for an agent in an outdial queue. After this duration, Webex Contact Center drops the contact from the queue.

An integer value

Service Level Threshold

Provide the duration, in seconds, that a customer request can be in an outdial queue before the system flags it for violation of service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

An integer value

Timezone

Provide the time zone that is configured for your organization.

A time zone as specified in the article List of Time Zones for Webex Contact Center.

Permit Monitoring Enable or disable call monitoring feature for outdial queues.

 

This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable call monitoring for an outdial queue.

  • OFF: Disable call monitoring for an outdial queue.

Permit Recording

Enable or disable call recording for outdial queues.


 

If you enable call recording at the Tenant level, then updates to this setting are not applicable. This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable call recording for an outdial queue.

  • OFF: Disable call recording for an outdial queue.

Record All Calls

Enable this feature to record all calls that connect to the outdial queue.


 

If you enable the Record All Calls setting at the Tenant level, updates to this setting are not applicable. This setting is applicable only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable all call recordings for an outdial queue.

  • OFF: Disable all call recordings for an outdial queue.

Pause Or Resume Enabled

Allow agents to pause or resume call recordings for an outdial queue. For example, agents can pause call recordings while discussing sensitive information from the customer, such as credit card details.


 

You can enable the Privacy Shield feature on Control Hub. For information about the Privacy Shield feature, see the Security Settings for Webex Contact Center article.

This setting is available only for the Telephony channel type.

Provide one of the following values:

  • ON: Enable agents to pause and resume a call recording for an outdial queue.

  • OFF: Disable agents to pause and resume a call recording for an outdial queue.

Recording Pause Duration

This setting specifies the duration, in seconds, after which a paused recording resumes automatically.

This setting is applicable only if you enable the Privacy Shield feature on Control Hub.


 

This setting is applicable only for the Telephony channel type.

An integer value

Default Music In Queue

Provide the name of the audio (.wav) file to play when calls arrive or are waiting in the outdial queue. This file is the default audio file.


 

Ensure that you upload the audio file to Webex Contact Center.

Alphanumeric string

Outbound Campaign Enabled

Enable campaign or web callback feature for the outdial queue. The remaining configurations do not apply, if you disable campaign feature for an outdial queue.

Provide one of the following values:

  • ON: Enable campaign or web callback feature for the outdial queue.

  • OFF: Disable campaign or web callback feature for the outdial queue.

Routing Type

Provide a routing type.


 

This setting is applicable only for the Telephony channel type.

The system sets the Routing Type when you create an outdial queue. You can't update the Routing Type later.

LONGEST_AVAILABLE_AGENT: Webex Contact Center routes calls to the agent available for the longest time, across all the teams that are assigned to the outdial queue.

Skill Based Agent Selection

Not Applicable

Not Applicable

Distribution Group

Provide a distribution group name. Distribution Groups associate one or more teams with an outdial queue. Add multiple groups to distribute calls to more teams with the passage of time in the outdial queue.

Alphanumeric string

Distribution Group Seq

Provide the priority sequence for the call distribution group in relation to all other distribution groups defined for the outdial queue. For example, if there are three distribution groups for an outdial queue, provide value ranging from 1–3.

An integer value

Group Fallback Time

Provide time in the outdial queue, in seconds, for which a contact waits for an agent in this distribution group before attempting to connect to agents in the next distribution group.

An integer value

Group Teams Provide the teams that are part of a distribution group.

If there are multiple teams with the same name for different sites, use the team name: site name format to define the team name.

Rows that define an outdial queue and rows that define call distribution for the outdial queue have a parent-child relationship. In the CSV file, the queue is present as the parent row and call distribution is present in subsequent child rows. The child rows require the following columns:

  • Name

  • Distribution Group Seq

  • Group Fallback Time

  • Group Teams

For an example of outdial queue, see Example of Queue.

Site

CSV Column Name Description

Possible Values

Name

Provide a name for the site.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Multimedia Profile

Provide a multimedia profile for the site.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Team

Webex Contact Center allows you to create two types of teams:

  • Agent-based teams: Use Agent-based teams to connect customer requests to agents on the Desktop.

  • Capacity-based Teams: Use Capacity-based teams to connect customer requests to agents or voice mail solutions outside of Webex Contact Center.

CSV Column Name Description

Possible Values

Applies to Agent-based Teams

Applies to Capacity-based Teams

Name

Provide a name for the team.

Alphanumeric string

Applicable

Applicable

Site

Provide a site name for the team. You can't edit the site later.

Alphanumeric string

Applicable

Applicable

Type

Provide the team type.

Agent-based teams engage with customers from the Contact Center Desktop.

Capacity-based teams route contacts to external voice mailboxes, PBX numbers, or contact centers. This is applicable only for the Telephony channel.


 

You can't change the team type later.

Provide one of the following values:

  • AGENT: Create an agent-based team.

  • CAPACITY: Create a capacity-based team.

Applicable

Applicable

Multimedia Profile

(Optional) Provide a multimedia profile for this team.

This profile overrides the multimedia profile that you assign to this team's site.

Alphanumeric string

Applicable

Not applicable.

Keep this column blank.

Skill Profile

(Optional) Provide a skill profile if you are using skill-based routing for this team.

Alphanumeric string

Applicable

Not applicable.

Keep this column blank.

DN

Provide the dial number where the system distributes the calls for this team.

An integer value

Not applicable.

Keep this column blank.

Applicable

Capacity

This column isn't used now. Cisco will enable this column at a later point in time to manage maximum team capacity.

An integer value

Not applicable.

Keep this column blank.

Provide a dummy value.

Desktop Layout

(Optional) Provide a desktop layout name for the team. By default, Webex Contact Center considers the default layout.

Alphanumeric string

Applicable

Not applicable.

Keep this column blank.

User

Use Bulk Operations to update Contact Center-specific attributes for users who are assigned Contact Center entitlements. To add users to Control Hub and assign Contact Center license, see the article Ways to Add Users for Webex Contact Center.

CSV Column Name Description

Possible Values

Email

Provide the user's email address.

Alphanumeric string

User Profile

Provide a user profile for the user.

By default, the system maps default user profiles when you create a user. You can assign a custom user profile to the user in this column.

Alphanumeric string

Site

Provide a site for the user.

(Optional) This column is applicable only to users who access the Desktop. Don't provide value for users who don't access the Desktop.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Teams

Provide a team name if you assign a site to the user.

This column is applicable only to users who access the Desktop. Don't provide value for users who don't access the Desktop.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

To specify multiple values, provide pipe-separated values.

Skill Profile

(Optional) Provide the skill profile for the user if you use Skills-Based Routing.

Alphanumeric string

Agent Profile

If you assign a Site and Team, provide the agent profile for the user.

Alphanumeric string

Multimedia Profile

(Optional) A valid multimedia profile name. This enables authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, and email.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

External Id

Provide the agent identification details, such as the employee number.

Alphanumeric string

Default DN

(Optional) You can assign a Dial Number to users to ensure that they use the DN when logging in to the Desktop.

An integer value

User Profile

CSV Column Name Description

Possible Values

Name

Provide a name for the user profile.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the user profile.

Alphanumeric string

Profile Type

Provide a type to determine the privilege level for this profile.

Webex Contact Center classifies privileges in user profiles into modules. Some modules contain more privileges that are known as features.

You can't edit the profile type later.

Provide one of the following values:

  • STANDARD_AGENT: Provide access to the Agent Desktop module.

  • PREMIUM_AGENT: Provide access to the Agent Desktop and Multimedia module.

  • SUPERVISOR: Provide access to all modules except the Manage Tenant feature in the Provisioning module.

  • ADMINISTRATOR: Provide access to all modules.

  • ADMINISTRATOR_ ONLY: Provide access to Provisioning, Routing Strategy, and Call Recording modules.

Module Option

Provide permissions to different modules of Webex Contact Center. You use user profiles to control access to Webex Contact Center.


 

For profile type STANDARD_AGENT, only the module Desktop is applicable. You can configure access rights.

For profile type PREMIUM_ AGENT, only the modules Desktop and Multimedia are applicable. You can configure access rights.

Provide one of the following values:

  • ALL: Provide full administrative access to all features for profile type ADMINISTRATOR. Don't provide permissions for any other modules or features in the CSV file.

  • SPECIFIC: Define module and feature level permissions.

Agent Desktop

Enables user access to the Agent Desktop.


 

For profile type STANDARD_AGENT, the Agent Desktop and parameters that are related to access rights only are applicable. Updates to other options are not applicable.

For profile type PREMIUM_ AGENT, the Agent Desktop, Multimedia, and parameters that are related to access rights only are applicable. Updates to other options are not applicable.

Provide one of the following values:

  • EDIT: Provide access to Agent Desktop.

    NONE: Deny access to Agent Desktop.

Reporting and Analytics

Provides access to the Webex Contact Center Reporting and Analytics module. The Reporting and Analytics module enables you to segment, profile, and visualize the data in Contact Center systems.

Provide one of the following values:

  • NONE: A user with this setting doesn't have access to the Reporting and Analytics module.

  • VIEW: A user with this setting can only view the Reporting and Analytics module.

  • EDIT: A user with this setting has access to the Reporting and Analytics module.

Business Rules

Business Rules enable you to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation. You can provide the user access to Business Rules if you enable the View or Edit permissions for the Reporting and Analytics module.

Provide one of the following values:

  • ON: Enable user access to Business Rules.

  • OFF: Disable user access to Business Rules.

Call Monitoring

Enables you to monitor the quality of service available to customers across multisource contact centers. You can monitor a selected queue, team, site, or agent if you enable Call Monitoring for the user.

Provide one of the following values:

  • NONE: A user with this setting doesn't have access to the Call Monitoring module.

  • VIEW: A user with this setting can only view the call monitoring schedules but can't edit the call monitoring schedules.

  • EDIT: A user with this setting has access to the call monitoring schedules.

Barge In

Allows you to join any call that you're monitoring and participate in the conversation between the agent and the customer.

You can provide the user access to Barge In, if you enable View or Edit permissions for the Call Monitoring module.

Provide one of the following values:

  • ON: Enable user access to conversations between the agent and the customer.

  • OFF: Disable user access to conversations between the agent and the customer.

Mid Call Monitor

Provide value to specify if the user can monitor calls that are in progress.

You can provide the user access to Mid Call Monitor if you enable View or Edit permissions for the Call Monitoring module.

Provide one of the following values:

  • ON: Enable user access to monitor calls in progress.

  • OFF: Disable user access to monitor calls in progress.

Whisper Coach

Allows the user who is monitoring the call to speak to the agent handling the call, without the customer hearing the conversation.

You can provide the user access to Whisper Coach if you enable View or Edit permissions for the Call Monitoring module.

Provide one of the following values:

  • ON: Enable user access to monitor calls.

  • OFF: Disable user access to monitor calls.

Restricted Monitor Only

Provide value to prevent the user from viewing and editing the monitoring schedules that the user didn't create.

You can provide the user access to Restricted Monitor Only, if you enable View or Edit permissions for the Call Monitoring module.

Provide one of the following values:

  • ON: Disable the user from viewing and editing monitoring schedules that the user didn't create.

  • OFF: Enable the user to view and edit monitoring schedules that the user didn't create.

View Blind Monitor Requests

Provide value to allow a user to view blind monitoring requests of other users.

You can provide the user access to View Blind Monitor Requests, if you enable View or Edit permissions for the Call Monitoring module.

Provide one of the following values:

  • ON: Enable user to view blind monitoring requests of other users.

  • OFF: Disable user from viewing blind monitoring requests of other users.

Call Recording

Allows you to record any active Webex Contact Center call. You can choose the call from a queue, team, site, or agent and specify the duration of the call recording.

Provide one of the following values:

  • NONE: A user with this setting doesn't have access to the Call Recording module.

  • VIEW: A user with this setting can only view the recording schedules but can't edit the recording schedules.

  • EDIT: A user with this setting has access to the Call Recording module.

Logout Agents

Provides access to the Agent State Data - Realtime dashboard for an administrator or supervisor.


 

To view the agent status details of a team or site, the administrator or supervisor must have access rights to the team or site.

Provide one of the following values:

  • NONE: A user with this setting can't view the Agent State Data - Realtime dashboard.

  • VIEW: A user with this setting can view the Agent State Data - Realtime dashboard and can't log out agents.

  • EDIT: A user with this setting can view the Agent State Data - Realtime dashboard and logout agents who are in the Available, Idle, or Not Responding state across all media channels.

Multimedia

Enables authorized users to choose a multimedia profile for the user. If you haven't enabled this option when editing the user's details, the Multimedia Profile column displays only the default telephony profile.

Provide one of the following values:

  • NONE: A user with this setting can't receive digital channel contacts on the Agent Desktop.

  • EDIT: A user with this setting can receive digital channel contacts on the Agent Desktop.

Workforce Optimization

Allows administrators to access the Workforce Optimization application.

Provide one of the following values:

  • NONE: Disable user access to Workforce Optimization administration options on the Management Portal.

  • EDIT: Enable user access to Workforce Optimization administration options on the Management Portal.

Campaign Mgr

Enables the third-party software List and Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports.

The availability of this feature depends on your license. Contact your organization administrator for more information.

Provide one of the following values:

  • NONE: A user with this setting doesn't have access to the LCM module.

  • EDIT: A user with this setting has access to the LCM module.

Provisioning

Allows user access to the Provisioning module.

Provide one of the following values:

  • NONE: A user with this setting doesn't have access to the Provisioning module.

  • VIEW: A user with this setting can only view the configuration objects but can't edit the configuration objects.

  • EDIT: A user with this option can perform provisioning activities for enterprise.

Manage EPs Queues Allows the user access to Manage EPs Queues, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to manage EPs Queues.

  • OFF: Disable user access to manage EPs Queues.

Manage Sites Allows the user access to Manage Sites, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to manage sites.

  • OFF: Disable user access to manage sites.

Manage Teams Allows the user access to Manage Teams, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to manage teams.

  • OFF: Disable user access to manage teams.

Manage User Profiles

Allows the user access to Manage User Profiles, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to manage user profiles.

  • OFF: Disable user access to manage user profiles.

Manage Users

Allows the user access to Manage Users, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to manage users.

  • OFF: Disable user access to manage users.

EPs Mapping

Allows the user access to map DNs to EPs, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to map DNs to EPs.

  • OFF: Disable user access to map DNs to EPs.

Manage Dial Plans

Allows the user access to dial plans, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to dial plans.

  • OFF: Disable user access to dial plans.

Audit Trail

Allows the user to access the Audit Trail interface. This interface allows users to view details of the provisioning changes for enterprise.

Allows the user access to Audit Trail, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to the Audit Trail interface.

  • OFF: Disable user access to the Audit Trail interface.

Branding

Allows the user access to the Custom Theme settings on the Management Portal landing page. You can customize the banner color and images on the Management Portal pages.

Allows the user access to Branding, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable user access to the Custom Theme settings on the Management Portal landing page.

  • OFF: Disable user access to the Custom Theme settings on the Management Portal landing page.

Manage Tenants

Allows the user to edit some of the tenant settings in the Provisioning module.

Allows the user access to Manage Tenants, if you enable View or Edit permissions for the Provisioning module.

This is applicable only for ADMINISTRATOR and ADMINISTRATOR_ONLY profile types.

Provide one of the following values:

  • ON: Enable the user to edit some of the tenant settings in the Provisioning module.

  • OFF: Disable the user to edit some of the tenant settings in the Provisioning module.

Revoke Api Key

Removes the mapping of the API key with a user profile.

Allows the user access to Revoke API Key, if you enable View or Edit permissions for the Provisioning module.

Provide one of the following values:

  • ON: Enable the user to revoke the API key.

  • OFF: Disable the user to revoke the API key.

Recording Management

Enables the user to search and play audio files that are recorded through the Call Recording feature in the Recording Management module.

Provide one of the following values:

  • NONE: A user with this setting can't search call recordings.

  • VIEW: A user with this setting can search call recordings and view the custom attributes and tags, but can't edit the custom attributes and tags.

  • EDIT: A user with this setting can search call recordings, view, and edit the custom attributes and tags.

Manage Recordings

Allows you to delete and restore recordings.

Allows the user access to manage recordings, if you enable View or Edit permissions for the Recording Management module.

Provide one of the following values:

  • ON: Enable the user to delete and restore recordings.

  • OFF: Disable the user to delete and restore recordings.

Tags

Allows you to view, create, and edit tags that can be assigned to audio files. You can use these audio files as search criteria in the Recording Management module.

Allows the user access to tags, if you enable View or Edit permissions for the Recording Management module.

Provide one of the following values:

  • ON: Enable the user to view, create, and edit tags that you assign to audio files that can be used as search criteria.

  • OFF: Disable the user to view, create, and edit tags that you assign to audio files as search criteria.

Custom Attributes

Allows you to create and modify custom attributes. You can save the values of these custom attributes with the recordings and search them in the Recording Management module.

Allows the user access to Custom Attributes, if you enable View or Edit permissions for the Recording Management module.

Provide one of the following values:

  • ON: Enable the user to create and modify custom attributes.

  • OFF: Disable the user to create and modify custom attributes.

Security Keys

Allows you to view and change the schedule for generating security key pairs in the Recording Management module.

Allows the user access to security keys, if you enable View or Edit permissions for the Recording Management module.

Provide one of the following values:

  • ON: Enable the user to view and change the schedule for generating security-key pairs in the Recording management module.

  • OFF: Disable the user to view and change the schedule for generating security-key pairs in the Recording management module.

Routing Strategy

Allows the user access to the web-based user interface to manage and configure call-handling strategies.

Provide one of the following values:

  • NONE: A user with this setting can't access the user interface to manage and configure call-handling strategies.

  • EDIT: A user with this setting can access the user interface to manage and configure call-handling strategies.

Manage Flow Scripts

Allows you to enable or disable access to the Flow Control module.

Allows the user access to manage flow scripts, if you enable View or Edit permissions for the Routing Strategy module.

Provide one of the following values:

  • ON: Enable user access to the Flow Control module.

  • OFF: Disable user access to the Flow Control module.

Manage Media Files

Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. The system supports resource files with .wav, .ulaw, .au, .php, and .xml extensions along with other formats, depending on the tenant system configuration.

Allows the user access to manage media files, if you enable View or Edit permissions for the Routing Strategy module.

Provide one of the following values:

  • ON: Enable users to upload and update media resources for user in routing strategies.

  • OFF: Disable users to upload and update media resources for user in routing strategies.

Access Entry Points

Provide the entry points that the user can access.

Provide one of the following values:

  • ALL: Provide user access to all entry points.

  • Multiple values separated by | symbol

Access Queues

Provide the queues that the user can access.

Provide one of the following values:

  • ALL: Provide user access to all queues.

  • Multiple values separated by | symbol

Access Sites

Provide the sites that the user can access.

Provide one of the following values:

  • ALL: Provide user access to all sites.

  • Multiple values separated by | symbol

Access Teams

Provide the teams that the user can access.

Provide one of the following values:

  • ALL: Provide user access to all teams.

  • Use the teamName:siteName format if there are multiple teams with the same name and different sites.

Worktype

CSV Column Name Description

Possible Values

Name

Provide the name for the worktype.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the worktype.

Alphanumeric string

Type

Provide the type of auxiliary code with which you can associate the work type.

Provide one of the following values:

  • IDLE_CODE: Enable agents to choose idle codes in the Agent Desktop to indicate their unavailability or status of the customer contacts.

  • WRAP_UP_CODE: Enable agents to choose wrap up codes in the Agent Desktop to indicate their unavailability or status of the customer contacts.

Auxiliary Code

CSV Column Name Description

Possible Values

Name

Provide the name for the auxiliary code.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the code.

Alphanumeric string

Default

Set an auxiliary code as default for the tenant.

Provide one of the following values:

  • ON: Set the auxiliary code as the default idle or wrap-up code for the tenant.

  • OFF: Reset the default status for the auxiliary code.

Work Type

Provide the work type that you associate with this wrap-up code.

Alphanumeric string

Agent Profile

CSV Column Name Description

Possible Values

Name

Provide a name for the agent profile.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the agent profile.

Alphanumeric string

Parent Site

(Optional)

Define a parent site for the agent profile. Leave this column blank to set the parent type as tenant.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Screen Popups

Specify whether you want to allow external pop-up screens.


 

This column is deprecated and will be removed soon.

Provide one of the following values:

  • ON: Enables external pop-up screens.

  • OFF: Disables external pop-up screens.

Last Agent Routing

When an agent selects this option during wrap-up, the system routes the calls to the the agent the next time the customer calls for the same issue.


 

This column is deprecated and will be removed soon.

Provide one of the following values:

  • ON: Display the Last Agent Routing option on the Agent Desktop during wrap-up.

  • OFF: Don't display the Last Agent Routing option on the Agent Desktop during wrap-up.

Wrap Up Type

The system uses the default wrap-up code when the profile of the agent specifies Auto Wrap-Up. Such agents don't provide wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and into the Idle state after making an outdial call.

Provide one of the following values:

  • MANUAL: Webex Contact Center enables manual Wrap Up for the agent that is associated with this agent profile.

  • AUTO: Webex Contact Center enables Auto Wrap Up for the agent that is associated with this agent profile.

Auto Wrap Up Time Provides the duration, in seconds, for which an agent spends in the Wrap Up state after handling the call.

An integer value

Agent Available After Outdial

Specifies if the agent needs to get into the Available state after completing and wrapping up an outdial call.

Provide one of the following values:

  • ON: The agent goes to the Available state after completing and wrapping up an outdial call.

  • OFF: The agent goes to the Idle state after completing and wrapping up an outdial call.

Allow Auto Wrap Up Extension

Specifies whether agents can cancel Auto Wrap Up and switch to Manual Wrap Up.

Provide one of the following values:

  • ON: Agents can cancel Auto Wrap Up time and extend the Wrap Up time.

  • OFF: Agents do not get the Cancel Auto Wrap Up options.

Wrap Up Options

Manage the Wrap Up codes that agent can access.

Provide one of the following values:

  • ALL: All Wrap Up codes are available.

  • SPECIFIC: Only specific Wrap Up codes are available.

Wrap Up Codes

If you provide SPECIFIC in the Wrap Up Options column, specify the Wrap Up Codes for the agent to select in the Agent Desktop.

(Optional) The system uses the default code when you enable Auto Wrap Up in the agent profile. These agents don't provide Wrap Up codes.

Multiple values that are separated by | symbol

Idle Options

Manage the Idle codes that agents can access.

Multiple values separated by | symbol

Idle Codes

(Optional) If you provide SPECIFIC in the Idle Options column, specify the Idle Codes that are available for the agent in the Agent Desktop.

Multiple values that are separated by | symbol

Transfer Options

Manage the transfer targets that should be available to agents.

Multiple values separated by | symbol.

Transfer Targets

(Optional) This parameter is applicable only if you provide SPECIFIC in the Transfer Options column. Specify the transfer targets for the agent in the Agent Desktop.

The list of entry point names or queue names.

Buddy Team Option

Provides the option for teams that are available for the agent in the Agent Desktop.

Provide one of the following values:

  • ALL: Make all teams in the Agent Desktop available for consult, conference, and transfer calls.

  • SPECIFIC: Make specific teams available for consultation, conference, and transfer calls.

  • NONE: Don't list any available teams.

Buddy Teams

If you provide SPECIFIC for Buddy Team Option, then specify the list of teams that the agents can use as consult and transfer destinations.

Provide one of the following values:

  • The list of team names.

  • Multiple values separated by | symbol

Consult To Queue

This setting allows the agent to choose a queue as a target for consultation.

Provide one of the following values:

  • ON: This feature is available for the agent.

  • OFF: This feature is not available for the agent.

Outdial Enabled This setting allows the agent to make outdial calls.

Provide one of the following values:

  • ON: Enable the agent to initiate outdial calls.

  • OFF: Disable the agent to initiate outdial calls.

Outdial EP

(Optional) If you set Outdial Enabled to ON, provide the outdial entry point that the agent can use to initiate outdial calls.

Alphanumeric string

Address Book

(Optional) Provide the address book that includes the speed-dial numbers. The agent can use these speed-dial numbers to initiate outdial and consult calls.

If you set Outdial Enabled to OFF and provide an address book, the agent can use a name from the address book for consult calls and transfers, but can't make outdial calls.

Provide one of these values:

  • Address book name as an alphanumeric string

  • NONE: Provide this option if the agent should not have access to the address book.

Dial Plan Enabled

Allows the agent to make ad-hoc outdial calls.

Provide one of the following values:

  • ON: Enable the agent to make ad-hoc outdial calls.

  • OFF: Disable the agent to make ad-hoc outdial calls.

Dial Plan

(Optional) This setting is applicable when Dial Plan Enabled column is set to ON.The dial plan controls the numbers that agents can dial out. This ensures that only business appropriate numbers can be contacted.

Multiple values that are separated by | symbol

Outdial ANI (Optional) This setting is applicable only if you set Outdial Enabled to ON. Provide the Outdial ANI that the agent should access when they make Outdial calls.

Alphanumeric string

DN Validation Option

This parameter helps manage the validations that are performed when agents log in to the Desktop.

Provide one of the following values:

  • UNRESTRICTED: Allows agents to use any DN to sign in to the Agent Desktop.

  • PROVISIONED VALUE: Allows agents to use only a preprovisioned DN when they sign in to the Desktop.

  • VALIDATION CRITERIA: Regulate the log in DN to the format specified in the Validation Criteria column.

Validation Criteria

(Optional) This parameter is applicable only if DN Validation Option is set to VALIDATION_CRITERIA. Provide the dial plans which should be used as validation criteria when making an agent enter a DN while signing in to Agent Desktop.

Provide one of the following values:

  • ALL: Ensure that the DN provided matches with all defined dial plans

  • Multiple Dial Plan names separated by the | symbol

Agent Statistics

Allows agents to view their performance statistics in the Agent Desktop.

Provide one of the following values:

  • ON: Agents can view their performance statistics in the Agent Desktop.

  • OFF: Agents can't view their performance statistics in the Agent Desktop.

Queue Statistics Option

This parameter is used to define the queues that are considered for generating Agent Performance Statistics reports.

Provide one of the following values:

  • ALL: Displays statistics for all queues.

  • SPECIFIC: Displays statistics for specific queues.

  • NONE: Does not display queue statistics.

Selected Queues (Optional) This column is applicable only if the value provided for Queue Statistics Option is SPECIFIC. Provide a "|" separated list of queues for which Agent Performance Statistics are displayed.

Multiple values that are separated by | symbol

Logged In Team Statistics

Allows agents to view statistics of the team.

Provide one of the following values:

  • ON: Enable an agent to view the statistics of the team.

  • OFF: Disable an agent to view the statistics of the team.

Team Statistics Option

This parameter is used to control the teams that are considered while generating the Agent Performance Statistics reports.

Provide one of the following values:

  • ALL: Displays statistics for all teams.

  • SPECIFIC: Displays statistics for specific teams.

  • NONE: Does not display team performance statistics.

Selected Teams (Optional) This column is applicable only if the value provided for Team Statistics Option is SPECIFIC. Provide a "|" separated list of queues for which Agent Performance Statistics are displayed.

Multiple values that are separated by | symbol

Agent Threshold Alerts Enabled

Specifies whether you want the agent and the supervisor to receive alerts when the agent breaches specified threshold rules.


 

This column is deprecated and will be removed soon.

Provide one of the following values:

  • ON: The agent and the supervisor receive alerts when the agent breaches specified threshold rules.

  • OFF: The agent and the supervisor do not receive alerts when the agent breaches specified threshold rules.

Agent Threshold Alerts

(Optional) Provides the threshold alert names for which agents receive alerts.

Multiple values separated by | symbol

Address Book

CSV Column Name Description

Possible Values

Name

Provide a name for the address book.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the address book.

Alphanumeric string

Parent Site

(Optional)

Define a parent site for the address book. Leave this column blank to set the parent type as tenant.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Entry Name

Provide an agent-friendly name for an address book entry.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Phone Number

Provide the phone number for the address book entry.

An integer value

Delete

(Optional)

Delete the address book entry.

Yes: Delete the address book entry.


Rows that define the address book and rows that define the address entry attributes within the address book have a parent-child relationship. In the CSV file, the address book is present as the parent row and individual address entries are present in subsequent child rows.

Address entries that are not mentioned as part of an address book update are not impacted by the update and continue to apply to the address book.

Example of Address Book

This is a sample CSV file for address book entries.

Name

Description

Parent Site

Entry Name

Phone Number

Address m 1

Address 1 Desc

Address m 1

home

6000009090

Address m 2

Address 2 Desc

site1

Address m 2

work

8000009090

Address m 2

work2

9090909090

Address m 3

Address 3 Desc

Address m 3

office mobile 0

8909000090

Address m 3

office mobile 1

7090900090

Address m 3

office mobile 2

7090900090

Address m 3

office mobile 3

7090900091

Outdial ANI

CSV Column Name Description

Possible Values

Name

Provide a name for the outdial ANI.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the outdial ANI.

Alphanumeric string

Entry Name

Provide an agent-friendly name for an Outdial ANI entry.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Entry Number

Provide a dial number for the Outdial ANI entry.


 

The system allows you to use only those numbers that are mapped to entry points as Outdial ANI entries.

An integer value

Delete

(Optional) Delete the Outdial ANI entry.

Yes: Delete the Outdial ANI entry.


Rows that define the Outdial ANI and rows that define the Outdial ANI entry attributes within the Outdial ANI have a parent-child relationship. In the CSV file, the Outdial ANI is present as the parent row and individual Outdial ANI entries are present in subsequent child rows.

Outdial ANI entries that are not mentioned as part of an Outdial ANI update are not impacted by the update and continue to apply to the Outdial ANI.

Example of Outdial ANI

This is a sample Outdial ANI CSV file.

Name

Description

Entry Name

Entry Number

Outdial ANI 1

Outdial ANI 1 Desc

Outdial ANI 1

Entry 1

9090909090

Outdial ANI 2

Outdial ANI 2 Desc

Outdial ANI 2

work

8000009090

Outdial ANI 2

work2

9090909090

Outdial ANI 3

Outdial ANI 3 Desc

Outdial ANI 3

Entry 1

8909000090

Outdial ANI 3

Entry 2

7090900090

Outdial ANI 3

Entry 3

7090900090

Outdial ANI 3

Entry 4

7090900091

Skill Definition

CSV Column Name Description

Possible Values

Name

Provide a name for the skill.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the skill.

Alphanumeric string

Service Level Threshold

Specify the duration, in seconds, for which a customer call can be in the queue for this skill before being flagged as outside service level. If you complete a customer service request within this time interval, the system considers it within the service level.


 

If you set the value to zero, service thresholds do not apply.

An integer value

Type

Provide a skill type. The skill type decides how Webex Contact Center assigns skills to agents and how agents map to customer contacts for skills-based routing.


 

You can't update the skill type after you define it.

Provide one of the following values:

  • TEXT: Provide a free-form text skill. For text skills an exact match is required to connect a contact to an agent.

  • PROFICIENCY: Pick agents with minimum skill requirements for a contact.

  • BOOLEAN: Provide either True or False. Webex Contact Center matches the boolean value of skills to connect a contact to an agent.

  • ENUM: Provide a named set of predefined values for agent skills.

List Values For Enum

If the skill type is Enum, specify the values that can be associated with this skill.

Define each value as an alphanumeric string.

Multiple values are separated by the | symbol.


 

You can enter a maximum of 80 characters, including white spaces per enumeration value.

Skill Profile

CSV Column Name Description

Possible Values

Name

Provide a name for the skill profile.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Description

(Optional) Provide a brief description of the skill profile.

Alphanumeric string

Skill Name

Provide the skill name. Webex Contact Center assigns the skill to the skill profile. Ensure that the skill definition exists before you assign it to a skill profile.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Skill Values

Define a business-appropriate value for the skill in the skill profile. Assign skill values according to the skill type.

Provide a value according to the skill type:

  • TEXT: An alphanumeric string up to 80 characters in length.

  • PROFICIENCY: An integer 0–10.

  • BOOLEAN: True or False

  • ENUM: Provide all or a subset of Enum values that are defined for this skill. Webex Contact Center enables the Enum values for the skill profile.

    Multiple values separated by | symbol

Delete

Delete the skill from the skill profile.

Yes: Delete the skill from the skill profile.


Rows that define the skill profile and rows that define the skill attributes within the skill profile have a parent-child relationship. In the CSV file, the skill profile is present as the parent row and individual skills are present in subsequent child rows.

Skills that are not mentioned as part of a skill profile update are not impacted by the update and continue to apply to the skill profile.

Example of Skill Profile

This is a sample CSV file for skill profile entries.

Name

Description

Skill Name

Skill Values

Delete

Skillprofile1

Description

Skillprofile1

Chinese

TRUE

Yes

Skillprofile1

English

TRUE

Skillprofile1

services

Product1|Product2

Skillprofile2

Description

Skillprofile2

Japanese

TRUE

Skillprofile2

services

Product1|Product2

Entry Point Mappings

CSV Column Name Description

Possible Values

Dialed Number

Provide the dialed number that you want to map to an entry point.

An integer value

Entry Point

Provide an entry point name for the mapping.

Alphanumeric string

Begin the name with a letter. You can use white spaces.


 

You can enter up to a maximum of 80 characters.

Audio File

To upload audio files, Bulk Operations uses Zip file format. To upload files in .WAV format, do one of the following:

  • Store all audio files in a folder and zip them.

  • If the audio files are stored in a folder structure, zip the folder structure. Bulk Operations recursively accesses each directory and imports .WAV files.

If Bulk Operations finds an audio file name that exists, the new file replaces the old file. The maximum supported size for a ZIP file is 50MB. If you have audio files that exceed 50MB, submit multiple requests each within 50MB.