Creating Precision Attributes

To create a precision attribute:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the precision attribute.

  2. In the Folder Tree panel, click Resource, and then click Precision Attribute.

  3. Enter a unique name for the precision attribute.

  4. Complete the remaining fields as described in the Precision Attribute Fields section.

  5. To assign agents to the precision attribute, on the Agents tab check the boxes of one or more agents, and click on Add above the list. For each agent you add, click on the drop-down arrow in the Value column to select the value of that precision attribute for that agent.

    The Selected Path drop-down at the top enables you to select agents from other folders to associate with the precision attribute. If you change the precision attribute type on the Details tab after you have assigned precision attribute values to agents, a warning message will be displayed and all agent attribute values will be reset to the default value for the new precision attribute type.

  6. Click Save to create the precision attribute and assign it to the specified agents.

In addition to creating precision attributes one at a time, you can also bulk load precision attribute records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

Precision Attribute Fields

This table shows the tabs and fields available for precision attributes.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only.

Null

Yes

Description

A description of the attribute.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Data Type

The data type of the attribute value.

Select from list. Values are:

  • Boolean: The value can be True or False

  • Proficiency: The value can be a whole number between 1 and 10 (1 is least proficient and 10 is most proficient).

Boolean

Yes

Default Value

The default value to be used when this attribute is associated with an agent.

Select from list.

True (Boolean attributes) or 1 (proficiency attributes)

Yes

Agent Tab

Agents

Agents associated with this attribute.

Select from lower list of available agents and click Add to include the checked agents in this desktop. To remove existing agents from this desktop, select from upper list and click Remove.

Null

No

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Auto-generated

Yes

Department

(Only shown for tenants that are not small contact center tenants, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which the attribute will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which the attribute will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys.

Yes if new key being defined.
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