Bulk Upload Precision Queues Template
This table shows the columns required when bulk loading Precision Queues.
Columns that are common to many resources are described in Global Bulk Upload Columns.
|
Column Name |
Data Type |
Required |
Description |
|---|---|---|---|
|
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. |
|
MediaRoutingDomain |
Enterprise Name |
Yes |
The name of the Media Routing Domain. This cannot be changed after Precision Queue upload. |
|
Steps |
- |
Yes |
Specification of the steps in this precision queue. See below for syntax of this field. |
|
AgentOrdering |
Numeric |
No |
The way to choose an agent to handle the call if more than one agent satisfies the precision queue criteria. One of: 1: agent that has been available the longest 2: most skilled agent 3: least skilled agent |
|
ServiceLevelThreshold |
Numeric |
No |
The service level threshold, in seconds, for allocating the call to a suitable agent using the rules in the precision queue. 0 to 2147483647 |
|
ServiceLevelType |
Numeric |
No |
Indicates how to handle abandoned calls in service level calculations. One of: 1: ignore abandoned calls 2: abandoned calls have negative impact (that is, exceed the service level threshold) 3: abandoned calls have positive impact (that is, meet the service level threshold) |
Syntax for Precision Queue Steps
The Precision Queue Steps field consists of one or more steps. Each step is broken down into several parts. The parts are
-
The ConsiderIf Condition (optional). If present, this specifies the circumstances to which the step applies. For example, a step might only apply if there has been a higher than usual number of unanswered calls that day. Do not specify a ConsiderIf condition for the last step in a Precision Queue.
-
The condition expressions (always required for each step). This specifies the attributes an agent must have to receive the call. It may be a simple comparison, or it may involve multiple comparisons linked by “and” or “or”. For example, the condition expressions might specify an agent who can speak Spanish, and is trained to sell mortgages and is based in London.
-
The WaitTime (optional). Specifies the amount of time in seconds to wait before moving on to the next step if the conditions in this step cannot be met. For example, a wait time value of 20 would mean that if no agent matching the conditions for that step was available at the end of 20 seconds, the next step would be considered. If a wait time is not specified then a default of 0 is used. Do not specify a wait time for the last step in a Precision Queue.
To build the Steps field from these components, separate the parts of each step with a colon (:) and separate each step with a semi-colon (;). Do not add a semi-colon at the end of the last step.
The example below shows a Steps field with three steps, The first step has a WaitTime expression and the condition expression. The second has a ConsiderIf expression and a WaitTime expression as well as the condition expression. The third step is the last step, so can only have a condition expression.
Example
Step 1
Specify the time in seconds to wait for the conditions in the step to be met. This ends with a colon as it is part of the step.
WaitTime=10:
Specify the condition expression to be used. This ends with a semi-colon as it is the end of the step, and another step follows it.
Spanish >= 5 && MortgageTrained == True && Location == London;
Step 2
Specify the circumstances to consider this step. This ends with a colon as it is part of the step. See the note below for the syntax for the ConsiderIf statement.
ConsiderIf=TestforSituation:
Specify the time in seconds to wait for the conditions in the step to be met. This ends with a colon as it is part of the step.
WaitTime=20:
Specify the condition expression to be used. This ends with a semi-colon as it is the end of the step, and another step follows it.
Spanish >= 5 && MortgageTrained == True;
Step 3
Specify the condition expression to be used if the previous steps have all failed. This has no semi-colon at the end as it is the final step.
(Spanish >= 5) || (Spanish >=3 && MortgageTrained == True)
This attribute must be the enterprise name of the precision attribute.
In the example above the Steps field has been separated into sections so you can see how it is constructed. When used in a bulk upload script, enter it as a single string in the same record as the other Precision Queue fields. The ConsiderIf part of the test is not parsed by eGain Analytics but is passed directly to Unified CCE. For more information about the syntax of ConsiderIf expressions, see the Unified CCE documentation at http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1). In the condition expression, you can use the following:
for joining conditions && (AND) or || (OR)
for comparisons of Boolean attributes == (is equal to) or != (is not equal to)
for comparisons of proficiency attributes, == (is equal to), != (is not equal to), < (is less than). <= (is less than or equal to), > (is greater than) >= (is greater than or equal to).
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