CSV definition for bulk operations in Webex Contact Center

Provide a name for the entry point.

Alphanumeric string

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

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

Alphanumeric string

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

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

Provide channel type for the entry point.

Provide one of the following values:

• CHAT

• EMAIL

• SOCIAL CHANNEL

• TELEPHONY

Social Channel Type

Provide social channel type for the entry point.

Provide one of the following values:

• FACEBOOK MESSENGER

• SMS

• WHATSAPP

Asset Name

Provide the name for the asset.

Alphanumeric string

Provide a name for the queue.

Alphanumeric string

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

(Optional) Provide a brief description of the queue.

Alphanumeric string

Provide channel type for the queue.

Provide one of the following values:

• TELEPHONY

• EMAIL

• CHAT

An integer value

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

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.

Provide one of the following values:

• ON: Enable call monitoring for the queue.

• OFF: Disable call monitoring for the queue.

Enable or disable call recording for the queue.

Provide one of the following values:

• ON: Enable call recording for the queue.

• OFF: Disable call recording for the queue.

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

Provide one of the following values:

• ON: Record all calls in queue.

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

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.

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.

An integer value

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.

Alphanumeric string

Provide a routing 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.

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.

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

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

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

Provide a name for the outdial entry point.

Alphanumeric string

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

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

Alphanumeric string

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

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.

Provide the channel type.

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

TELEPHONY

Provide a name for the outdial queue.

Alphanumeric string

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

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

Alphanumeric string

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

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

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.

Provide one of the following values:

• ON: Enable call monitoring for an outdial queue.

• OFF: Disable call monitoring for an outdial queue.

Enable or disable call recording for outdial queues.

Provide one of the following values:

• ON: Enable call recording for an outdial queue.

• OFF: Disable call recording for an outdial queue.

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

Provide one of the following values:

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

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

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.

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.

An integer value

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.

Alphanumeric string

Outbound Campaign Enabled

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

Provide a routing 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.

Not Applicable

Not Applicable

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

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 to 3.

An integer value

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

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

Provide a name for the site.

Alphanumeric string

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

Provide a multimedia profile for the site.

Alphanumeric string

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

Name

Provide a name for the team.

Alphanumeric string

Applicable

Applicable

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

Alphanumeric string

Applicable

Applicable

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.

Provide one of the following values:

• AGENT: Create an agent-based team.

• CAPACITY: Create a capacity-based team.

Applicable

Applicable

(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.

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

Alphanumeric string

Applicable

Not applicable.

Keep this column blank.

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

An integer value

Not applicable.

Keep this column blank.

Applicable

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.

(Optional) Provide a desktop layout for agent-based teams.

Alphanumeric string

Applicable

Not applicable.

Keep this column blank.

Provide the user's email address.

Alphanumeric string

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

Contact Center Enabled

Helps administrators to enable Contact Center capabilities for a user.

Alphanumeric string

• On: The user can sign in to the Agent Desktop.

• Off: The user can't sign in to the Agent Desktop.

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.

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.

To specify multiple values, provide pipe-separated values.

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

Alphanumeric string

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

Alphanumeric string

(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.

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

Alphanumeric string

(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

Provide a name for the user profile.

Alphanumeric string

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

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

Alphanumeric string

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.

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

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.

Enables user access to the Agent Desktop.

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 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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

Provide one of the following values:

• ON: Enable user access to manage EPs Queues.

• OFF: Disable user access to manage EPs Queues.

Provide one of the following values:

• ON: Enable user access to manage sites.

• OFF: Disable user access to manage sites.

Provide one of the following values:

• ON: Enable user access to manage teams.

• OFF: Disable user access to manage teams.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Provide the name for the worktype.

Alphanumeric string

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

(Optional) Provide a brief description of the worktype.

Alphanumeric string

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.

Provide the name for the auxiliary code.

Alphanumeric string

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

(Optional) Provide a brief description of the code.

Alphanumeric string

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.

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

Alphanumeric string

Name

Provide a name for the desktop profile.

Alphanumeric string

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

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

Alphanumeric string

Parent Site

Define a parent site for the desktop 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.

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

Provide one of the following values:

• ON: Enables external pop-up screens.

• OFF: Disables external pop-up screens.

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

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.

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 desktop profile.

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

An integer value

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.

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 don’t get the Cancel Auto 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.

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 desktop profile. These agents don't provide Wrap Up codes.

Multiple values separated by | symbol.

Manage the Idle codes that agents can access.

Multiple values separated by | symbol.

(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 separated by | symbol.

Manage the transfer targets available to agents.

Multiple values separated by | symbol.

(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.

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.

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

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.

Provide one of the following values:

• ON: Enable the agent to initiate outdial calls.

• OFF: Disable the agent to initiate outdial calls.

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

Alphanumeric string

(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 doesn’t need to have access to the address book.

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.

(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 separated by | symbol.

Alphanumeric string

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.

(Optional) This parameter is applicable only if DN Validation Option is set to VALIDATION_CRITERIA. Provide the dial plans which need to 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

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.

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.

Multiple values that are separated by | symbol

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.

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.

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.

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.

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

Multiple values separated by | symbol

Name

Provide a name for the address book.

Alphanumeric string

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

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

Alphanumeric string

(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.

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

Alphanumeric string

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

Provide the phone number for the address book entry.

An integer value

Delete

(Optional)

Yes: Delete the address book entry.

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

Name

Provide a name for the outdial ANI.

Alphanumeric string

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

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

Alphanumeric string

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

Alphanumeric string

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

Provide a dial number for the Outdial ANI entry.

An integer value

Delete

(Optional) Delete the Outdial ANI entry.

Yes: Delete the Outdial ANI entry.

Outdial ANI 1

Outdial ANI 1 Description

Outdial ANI 1

Entry 1

9090909090

Outdial ANI 2

Outdial ANI 2 Description

Outdial ANI 2

work

8000009090

Outdial ANI 2

work2

9090909090

Outdial ANI 3

Outdial ANI 3 Description

Outdial ANI 3

Entry 1

8909000090

Outdial ANI 3

Entry 2

7090900090

Outdial ANI 3

Entry 3

7090900090

Outdial ANI 3

Entry 4

7090900091

Provide a name for the skill.

Alphanumeric string

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

(Optional) Provide a brief description of the skill.

Alphanumeric string

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.

An integer value

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.

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.

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.

Provide a name for the skill profile.

Alphanumeric string

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

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

Alphanumeric string

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.

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.

Skillprofile1

Description

Skillprofile1

Chinese

TRUE

Yes

Skillprofile1

English

TRUE

Skillprofile1

services

Product1|Product2

Skillprofile2

Description

Skillprofile2

Japanese

TRUE

Skillprofile2

services

Product1|Product2

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

An integer value

Provide an entry point name for the mapping.

Alphanumeric string

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

Null

Name

Provide name for the global variable.

The name supports only an alphanumeric string with underscore, without any space.

Description

Provide a brief description of the global variable.

Alphanumeric string

Agent Editable

This option decides if the global variable will remain editable or uneditable.

Choose from one of the following values:

• ON: Enter ON to make the variable editable for the agent.

• OFF: Enter OFF to keep the variable as uneditable or the agent.

Agent Viewable

This enables the variable to be displayed on the Desktop with the vaule captured as part of the Flow.

Choose from one of the following values:

• ON: Enter ON to make the variable viewable on the Desktop.

• OFF: Enter OFF to keep the variable as hidden on the Desktop.

Variable Type

Provide one the variable types given in the following column.

Choose from one of the following types:

• BOOLEAN

• STRING

• INTEGER

• DECIMAL

• DATE TIME

Default Value

Provide the possible values for the corresponding variable type.

Provide one of the following values:

• Boolean: Select True or False

• String: Enter a string value that can be 256 characters long for each variable. String supports alphanumeric, special characters, and space

• Integer: Enter an integer value

• Decimal: Enter a decimal value

• Date Time: Enter a date in Tenant Timezone in of the following supporter formats:

YYYY-MM-DD

YYYY-MM-DDThh:mm

Reportable

Enable this option to display the variable in the Analyzer for reporting.

Choose from one of the following values:

• ON: Enter ON to make the variable reportable in the Analzer.

• OFF: Enter OFF to keep the variable as non-reportable in the Analyzer.

Desktop Label

This lable appears on the Desktop in place fo the Variable Name. Ensure that it is useful for the agents.

Alphanumeric String.

Name

Provide name for the multimedia profile.

The name supports only an alphanumeric string with underscore, without any space.

Description

Provide a brief description of the global variable.

Alphanumeric string

Type

This option gives the type of multimedia profile.

Choose from one of the following values:

• BLENDED

• BLENDED_REALTIME

• EXCLUSIVE

Voice

Number of voice channels you want to configure.

Integer values only:

0 or 1

Chat

Number of chat channels you want to configure.

Integer values only from 0 to 5

Email

Number of email channels you want to configure.

Integer values only from 0 to 5

Social

Number of social channels you want to configure.

Integer values only from 0 to 5

Name

Provide name for the desktop layout.

The name supports only an alphanumeric string with underscore, without any space.

Descriptions

Provide a brief description of the global variable.

Alphanumeric string

Team Names

Provide the team name that you want to assign to this layout.

The name supports only an alphanumeric string with underscore, without any space.

JSON File

Give the name of Default Desktop Layout.json file.

Name of the JSON file.

Zipped JSON File

Give the name of JSON Layout.zip file.

Name of the zipped JSON file.

Name

Provide name for the dial plan.

The name supports only an alphanumeric string with an underscore, without any space.

Regular Expressions

The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

For examples of the regular expressions of the default dial plans, see the following sections. Use the examples shown in these sections to formulate regular expressions for the dial plans you create.

Regular expression for the default US dial Plan

Regular expression for the default Any Format dial plan

Prefix

A prefix that the system automatically adds to the phone number that the agent enters. For example, enter the digit 1 for long-distance calls within the United States.

The system adds a prefix only if the agent doesn’t add it when entering a DN in the Desktop environment.

An integer value.

Stripped Chars

The characters that the system removes from the DN that an agent enters in the Desktop environment.

The system automatically removes these characters from the number that an agent enters: left and right parentheses, space, and hyphen.

Special characters or space.

Name

Provide name for the call recording schedule.

The name supports only an alphanumeric string with underscore, without any space.

Queue Name

Provide name for the queue.

The name supports only an alphanumeric string with underscore, without any space.

Start Date

Provide the start date.

Provide the following value:

YYYY-MM-DD

End Date

Provide the following value:

YYYY-MM-DD

Days of Week

Provide the days for which you want to enable the recordings

Provide one of the following values:

SUN

MON

TUE

WED

THU

FRI

SAT

Start Time

Provide the time when you wan't to start the recording.

Provide the following value:

HHMM

End Time

Provide the time when you wan't to end the recording.

Provide the following value:

HHMM

Active

Provide the status of the call recording schedule.

Provide one of the following values:

ACTIVE

INACTIVE

Enable Pause Resume

Provide the option that enables you to pause or resume the recording.

Choose from one of the following values:

• YES

• NO

Pause Duration

Provide the duration in seconds for which you want to pause the recording.

An integer value

Percentage

Provide the percentage of the total number of current calls that you want to record for the give queue.

An integer value

Filter By Sites

Provide the sites' names that you want to include in your recording schedule.

ALL or Site Name

Filter By Teams

Provide the teams' names that you want to include in your recording schedule.

ALL or Team Name

Filter By Agents

Provide the agents' names you want to include in your recording schedule.

ALL or Agent Name

Stop Recording for Transferred

Choose from one of the following values:

• YES

• NO

Name

Provide name for the threshold rule.

The name supports only an alphanumeric string with underscore, without any space.

Description

Provide a brief description of the global variable.

Alphanumeric string

Operand

Choose a value from one of the following options:

• GREATER_THAN

• GREATER_THAN_EQUAL_TO

• LESS_THAN

• LESS_THAN_EQUAL_TO

• EQUAL_TO

Entity Type

Provide the entity type for which the rule is applicable.

Choose a value from one of the following options:

• ENTRY_POINT

• QUEUE

• SITE

• TEAM

Entity Name

Provide the name of the entity type that you have given in the above option.

The name supports only an alphanumeric string with underscore, without any space.

Metric Type

This specifies the type of threshold.

Choose a value from one of the following options:

• AGENT_THRESHOLD

• CALL_THRESHOLD

Threshold Metric

Provide the metric value that metrics that are applicable to the provided entity type.

Choose a value from one of the following options:

• COUNT

• DURATION

• PERCENTAGE

Trigger Interval

Provide the interval, in seconds, during which the system generates only one alert for the threshold rule check.

An integer value

Trigger Value

Provide the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected.

An integer value

Notification Receivers

Provide the email address if you want an individual to receive an email alert in the HTML format.

Valid email id.

Text Notification Receivers

Provide the email address if you want an individual to receive an email alert in the text format when the threshold is triggered.

Valid email id.

Name

Provide name for the Working Hours.

The name supports only an alphanumeric string with underscore, without any space.

Description

Provide a brief description for the working hour.

Alphanumeric string

Timezone

Provide the timezone for the working hour.

Write the timezone in format used in Contact Center

Holiday List

Provide the holiday list you want to assign to the working hours.

The name supports only an alphanumeric string with underscore, without any space.

Overrides

Provide the name of the override that you want to assign to the working hours.

The name supports only an alphanumeric string with underscore, without any space.

Shift Name

Provide the name of the override that you want to assign to the working hours.

The name supports only an alphanumeric string with underscore, without any space.

Days of Week

Provide the working days of the week.

Provide one of the following values:

SUN

MON

TUE

WED

THU

FRI

SAT

Start Time

Provide a start time for the shift for this working hour.

Provide the following value:

HH:MM

End Time

Provide an end time for the shift for this working hour.

Provide the following value:

HH:MM

Name

Provide name for the holiday list.

The name supports only an alphanumeric string with underscore, without any space.

Description

Provide a brief description for the holiday list.

Alphanumeric string

Holiday Name

Provide a name of the holiday to be used in this holiday list.

The name supports only an alphanumeric string with underscore, without any space.

Start Date

Provide a start date for the holiday.

Provide the following value:

YYYY-MM-DD

End Date

Provide an end date for the holiday.

Provide the following value:

YYYY-MM-DD

Name

Provide name for the override.

The name supports only an alphanumeric string with an underscore, without any space.

Description

Provide a brief description for the override.

Alphanumeric string

Timezone

Provide the timezone for this override.

Write the timezone in format used in Contact Center

Override Name

Provide a name of the override to be used in this list of overrides.

Alphanumeric string

Start Datetime

Provide a start date for the override.

Provide the following value:

YYYY-MM-DDTHH:MM

End Datetime

Provide an end date for the override.

Provide the following value:

YYYY-MM-DDTHH:MM

Enabled

Provide the option that enables you to manage the status of this override.

Choose from one of the following values:

• TRUE

• FALSE