Administrators can use the Bulk Operations feature to create or modify the configuration objects in Webex Contact Center. This feature provides greater speed and efficiency to deploy and configure Webex Contact Center systems. Webex Contact Center 1.0 platform doesn't support the Bulk Operations feature.

Administrators can use the Bulk Operations feature to create 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

Administrators can also upload audio files (such as the IVR prompts and the music played back to callers when they wait in the queue) for Bulk Operations as a zip file. Data for all other configuration objects must be uploaded as CSV files. One CSV file can contain a maximum of 5000 records. If there are more than 5000 records, administrators need to create CSV files, bundle them into a zip file, and upload the records.

1

Sign 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.

Object

Specifies the configuration file name for which the bulk operation executes.

Status

Specifies the job execution status, which can be one of these states:

  • Completed: Indicates that the job completed successfully.

  • Complete With Errors: Indicates that the job completed. However, some records in the CSV file had processing errors.

  • Failed: Indicates that the bulk operation job failed during execution.

  • In Progress: Indicates that the bulk operation job is in progress.

  • New: Indicates the receipt of a new bulk operation request and the creation of a bulk operation job.

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

Submitted By

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

The most 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.

4

From the Choose a configuration object drop-down list, select a configuration object.

5

Choose a bulk operation.

  1. (Optional) Click Export.

    The application downloads a blank template of the selected object to your system. One CSV file stores a maximum of 5000 records. If there are more than 5000 records, a new CSV file stores the data. If there are multiple CSV files, a single zip file that contains these CSV files is displayed.

    You can either create records or update existing records for the configuration object chosen in step 4. Perform one of the following steps.

    • To create records, use the blank template. Create a CSV file and import the configuration objects.

    • To update the existing records, enter the CSV file name in the Enter file name text box. You can add, modify, or delete the existing records as required.

  2. (Optional) Click Import to upload the file, if your CSV file is ready .


     

    Ensure that the CSV file has less than 5000 records. The import operation fails if there are more than 5000 records in the CSV file.

    1. Select the CSV file and click Open. To change the CSV file, click Remove File.

      For information about the CSV format for each configuration object, see the CSV Definition for Bulk Operations in Webex Contact Center article.

    2. Click Upload to upload the selected CSV file.

6

Do one of the following actions:

  • Click Close. The bulk import continues in the background.

  • 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.

8

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. Return to step 5.