Bulk Upload Agent Template

DepartmentMember

Enterprise Name

No

The department that this item belongs to. This field is only valid if the organization is associated with a Unified CCE instance running Unified CCE version 10.5 or later. Otherwise, an error will be reported if this field is present.

DefaultSkillGroup

Enterprise Name

No

The default skill group to be used for reporting when the skill group routing is not available. This skill group will be automatically included in the SkillGroupMember field if it is not already present.

PeripheralNumber

Numeric

Yes

The service number as known at the peripheral. Autogenerated if not supplied.

PeripheralName

SNC

No

The name identifying the agent on the associated peripheral.

Supervisor

Boolean

No

Indicates whether the agent is a supervisor. This will not create an eGain Analytics user, as this is a future feature, however it enables you to bind this agent to a domain login name.

AgentStateTrace

Boolean

No

Indicates whether the software collects agent state trace data for the agent.

Note: This field can only be set if the Agent State Trace provisioning setting has been selected (Settings > Provisioning Settings > Agent State Trace). The bulk load for the record will fail otherwise.

DomainLoginName

NETBIOS Login Name

If Agent is a supervisor

The login name for the domain user this Agent is associated with. This will often be of the form <domain>\<username>

DomainUserName

NETBIOS Username

If Agent is a supervisor

The username of the domain user this Agent is associated with. In the above Domain Login example, this would be simply <username>

PeripheralMember

Enterprise Name

Yes

The Peripheral to assign this Agent to.

AgentDesktopMember

Enterprise Name

No

The Desktop this Agent will use.

PersonMember

Login Name

Yes

The Person that this Agent represents.

AgentTeamMember

Enterprise Name

No

The team this agent belongs to. The team must be on the same Peripheral otherwise provisioning will fail. This column may also be subject to capacity limitations. For example, there may only be so many agents allowed in a team and that team has already reached its capacity.

SkillGroupMember

Enterprise Name

No

The skill group or skill groups this agent belongs to. The skill groups must be on the same Peripheral otherwise provisioning will fail. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.

PrecisionAttributeMember

Enterprise Name and values

No

The attributes that this agent has and the values of each. Assign values using "=" and separate multiple attributes with a semi-colon (;). For example, Spanish=5; MortgageTraining=True for an agent with a proficiency of 5 in Spanish and who is trained in mortgages.