This article provides information about how you can define the comma separated values (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 for the following entities:
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.
|
||
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.
|
Provide one of the following values:
|
||
Social Channel Type |
Provide social channel type for the entry point.
|
Provide one of the following values:
|
||
Asset Name |
Provide the name for the asset.
|
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.
|
||
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:
|
||
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.
|
Provide one of the following values:
|
||
Permit Recording |
Enable or disable call recording for the queue.
|
Provide one of the following values:
|
||
Record All Calls |
Enable this feature to record all calls that connect to the queue.
|
Provide one of the following values:
|
||
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.
|
Provide one of the following values:
|
||
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 |
||
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.
|
Alphanumeric string |
||
Routing Type |
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:
|
||
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:
|
||
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.
|
||
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.
|
||
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.
|
Provide one of the following values:
|
||
Permit Recording |
Enable or disable call recording for outdial queues.
|
Provide one of the following values:
|
||
Record All Calls |
Enable this feature to record all calls that connect to the outdial queue.
|
Provide one of the following values:
|
||
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.
|
Provide one of the following values:
|
||
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 |
||
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.
|
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:
|
||
Routing Type |
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. |
||
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 to 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.
|
||
Multimedia Profile |
Provide a multimedia profile for the site. |
Alphanumeric string Begin the name with a letter. You can use white spaces.
|
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.
|
Provide one of the following values:
|
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 for agent-based teams. |
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 |
||
---|---|---|---|---|
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 |
||
Contact Center Enabled |
Helps administrators to enable Contact Center capabilities for a user. |
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.
|
||
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.
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.
|
||
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.
|
||
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:
|
||
Module Option |
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:
|
||
Agent Desktop |
Enables user access to the Agent Desktop.
|
Provide one of the following values:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
Logout Agents |
Provides access to the Agent State Data - Realtime dashboard for an administrator or supervisor.
|
Provide one of the following values:
|
||
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:
|
||
Workforce Optimization |
Allows administrators to access the Workforce Optimization application. |
Provide one of the following values:
|
||
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:
|
||
Provisioning |
Allows user access to the Provisioning module. |
Provide one of the following values:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
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:
|
||
Access Entry Points |
Provide the entry points that the user can access. |
Provide one of the following values:
|
||
Access Queues |
Provide the queues that the user can access. |
Provide one of the following values:
|
||
Access Sites |
Provide the sites that the user can access. |
Provide one of the following values:
|
||
Access Teams |
Provide the teams that the user can access. |
Provide one of the following values:
|
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.
|
||
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:
|
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.
|
||
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:
|
||
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.
|
||
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.
|
||
Screen Popups |
Specify whether you want to allow external pop-up screens.
|
Provide one of the following values:
|
||
Last Agent Routing |
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:
|
||
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:
|
||
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:
|
||
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:
|
||
Wrap Up Options |
Manage the Wrap Up codes that agent can access. |
Provide one of the following values:
|
||
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 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 separated by | symbol. |
||
Transfer Options |
Manage the transfer targets 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:
|
||
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:
|
||
Consult To Queue |
This setting allows the agent to choose a queue as a target for consultation. |
Provide one of the following values:
|
||
Outdial Enabled | This setting allows the agent to make outdial calls. |
Provide one of the following values:
|
||
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:
|
||
Dial Plan Enabled |
Allows the agent to make ad-hoc outdial calls. |
Provide one of the following values:
|
||
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 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:
|
||
Validation Criteria |
(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:
|
||
Agent Statistics |
Allows agents to view their performance statistics in the Agent Desktop. |
Provide one of the following values:
|
||
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:
|
||
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:
|
||
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:
|
||
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.
|
Provide one of the following values:
|
||
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.
|
||
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.
|
||
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.
|
||
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.
|
||
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.
|
||
Entry Number |
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. |
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.
|
||
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.
|
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.
|
Provide one of the following values:
|
||
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.
|
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.
|
||
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.
|
||
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:
|
||
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.
|
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 50 MB. If you have audio files that exceed 50 MB, submit multiple requests each within 50 MB.