Availability of Bulk feature in Webex Contact Center Platforms:

  • Webex Contact Center platform supports this feature.

  • Webex Contact Center 1.0 platform doesn’t support this feature.

Bulk operations uniquely identify a configuration object by its name. If a row in a CSV file contains a name in which an object doesn't exist, Webex Contact Center creates an object with that name. If an object with that name exists in Webex Contact Center, it is updated with the values of other properties defined in the CSV file.

In general, configuration objects use CSV files for bulk operations; audio files require the input as a Zip file.

Use the Bulk Operations feature to add or modify the following configuration objects:

  1. Site

  2. Worktype

  3. Entry Point

  4. Outdial Entry Point

  5. Queue

  6. Outdial Queue

  7. Skill Definition

  8. Skill Profile

  9. Auxiliary Code

  10. Address Book

  11. Teams

  12. Agent Profiles

  13. Users

  14. User Profiles

  15. Audio Files

  16. DN to EP Mapping

  17. Outdial ANI

Follow these steps to perform a bulk operation:

1

Log in to the customer organization using the URL https://admin.webex.com.

2

From the Services section of the navigation pane, select Contact Center > Bulk Operations.

The Bulk Operations dashboard displays the following information about jobs executed earlier.

Job ID

Description

Bulk Operation ID

Specifies the unique identifier for every bulk operation.

Filename

Specifies the name of the input file that is uploaded.

Object

Specifies the configuration file name for which the bulk operation is executed.

Status

Specifies the job execution status. The status can be one of the following:

  1. Completed - Indicates that the job completed successfully.

  2. Complete With Errors - Indicates that the job completed, but some records in the CSV file had errors that weren't processed.

  3. Failed - Indicates that the bulk operation job failed during execution.

  4. In Progress - Indicates that the bulk operation job is being executed.

  5. New - Indicates that a new bulk operation request is received and a bulk operation job is being set up.

If no errors occur during the upload process, The status changes from New to In Progress to Completed.

Submitted By

Specifies the user name and date and time of creation of the job.

The recent bulk operations appear at the top. Only one bulk operation can be active at a time. If a bulk operation is already in progress, the option New Bulk Operation is disabled.

3

Click New Bulk Operation.

The Bulk Operations dialog box appears.

4

For step 1, choose a Configuration object.

5

Choose an option.

For Step 2, Choose a Bulk Operation, choose either Import or Export option.

  • Click Export. The application downloads a blank template of the selected object to your system.

  • Use this blank template to create a CSV file and import the configuration objects.

  • If your CSV file is ready, click Import to upload the file.

  • Select the CSV file that is to be imported and click Open. To change the CSV file, click Remove File.

    For information about the CSV format for each configuration object, see the article .

  • Click Upload to upload the selected CSV file.

The Import Status screen appears.

6

You can either close and continue in the background or wait for the process to complete and click Close.

7

In the Bulk Operations dashboard, click the job entry to access additional information about that job. A dialog box displays additional information about the job.


 

If the job status is "Completed with errors", click Export errors to CSV to download the file and view the error. The CSV file provides the reason in the Error Message column. Fix the error in the same CSV file in the corresponding row with the relevant field information. Click Import to upload the CSV file again.