Agent Export Module

At-A-Glance

Category: Agent-related

Export file type: XML

File Naming Convention: exportAgent_mmddyy_hhmm.xml

This export contains Agent Definition view fields. It is often used with third-party integrations and includes ACD with login details.

Key Facts About This Export

Agent information is exported for each agent who belongs to the specified MU on the date the export runs. Data is included for each date in the range when the export was set up.
The output file can be configured to contain data about new agents or changed agents, but not both in the same output file. The default is new agent data.
The export can be configured to only include agents based on the database record modify times.
For an agent to be included as a new agent record:
- All records from the various tables used to create a new agent record must have a modify time greater than or equal to the configured modify time (+/- 10 seconds), OR
- The agent’s ACD assignment start date/time must be greater than the configured modify time.
For an agent to be included as a changed agent record, any of the records from the various tables used to create a changed agent record must have a modify time greater than or equal to the configured modify time.

Output File: Fields and Descriptions

During your Professional Services engagement, you can choose which of the following fields to include in your export. Make sure you include every field you think you might need; you'll need a change request if you want to add fields after the export is configured. If you don't select specific fields, your export will include all the fields described here.

Field	Description	Values
id	Include this element for changedAgent elements. Omit this element for newAgent elements. The exported field value depends on the idType attribute of the id element.	idType may be: tvID or [not specified]: Agent's IEX WFM Integrated ID ssn: Agent's personal ID number acdLogon: Logon for the agent associated with the acdID attribute of this element. The element is blank if the agent is not assigned an acdLogonID.
name	You must include this field for newAgent elements. The agent's name is exported as three elements: firstName, lastName, and nameSuffix. You can include this field for changedAgent elements. If you use it, you must specify the name or lastName element to output agent names. The firstName and nameSuffix elements are optional when used with the lastName element.
UUID	Agent's unified user ID
mu	You must include this field for newAgent elements. This is the ID of the MU for which the export is being run.
acdList	Includes an acdStartDate child and an acd child.
acdStartDate	Date the export is run.
acd	Includes an acdID child, a logon child, and an agentGroup child.
acdID	ID of the CXone ACD or multimedia server on the specified date.
logon	Logon for the agent associated with the acdID	When the export runs, this field is blank if the agent has no logon ID or is not assigned to the CXone ACD.
logonType	Type of logon. This element is used for synchronizing agents between CXone products.
agentGroup	ID of the agent group to which the agent is assigned.
startID	Agent's IEX WFM Integrated ID Not included for changedAgent elements.
ssn	Agent's personal ID number	This field is blank if no personal ID number is assigned to or available for the agent.
agentStartDate	Start date of the agent’s earliest active AgentMap record. This is the record with the earliest s_date. Contains day, month, and year children. Not included for changedAgent elements.
externalID	If your company has configured Agent WebStation to use external IDs, the value is that ID for this agent.	If the agent's externalID field is blank, this field is also blank.
senDate	Agent's seniority date. Contains day, month, and year children.
senExt	Agent's seniority extension.
rank	Agent's rank.
supervisor	Logon ID for the agent's supervisor.	This field is blank.
password	Agent's password for Web Station.	This field is blank.
minCDO	Agent's minimum consecutive days off.
maxCDO	Agent's maximum consecutive days off.
minCDW	Agent's minimum consecutive days to work.
maxCDW	Agent's maximum consecutive days to work.
minTimeBetweenScheds	Minimum number of minutes required between schedules for the agent.
minRestPerWeek	Agent's minimum rest period per week.
availDateRange	Date range of the agent availability record. Contains day, month, and year children, and a weeks child. The date range provided here is also the date range for: minCDO maxCDO minCDW maxCDW minTimeBetweenScheds minRestPerWeek availDateRange forceWork workStatus tourGroup rotationNum minMinutes maxMinutes	If the agent's default agent availability record is exported, this field is blank.
startDate	Start date of the scheduling parameters.
endDate	End date of the scheduling parameters.
default	Default scheduling parameters record.
forceWork	Agent's force work setting.	Y or N
workStatus	Whether the agent works full-time or part-time	F or P
tourGroup	Agent's weekly rule.
rotationNum	Agent's weekly rule rotation number.
minMinutes	Agent's minimum minutes per week.
maxMinutes	Agent's maximum minutes per week.
useAvailability	Whether the availability matrix is used for the agent.	This field is always Y.
availListDateRange	Date range of each availabilityList. Contains either an empty <default/> element or both a <startDate> and an <endDate> element.
availabilityList	Contains seven availability children, one for each day of the week in order, beginning with Sunday.
availability	Indicates whether the agent is available for each 15-minute period of the day being exported.	A or N
availabilityListStatus	Whether the availability list has been approved, rejected, or is pending approval.
skillSet	Contains a skillStartDate child, a baseScheduleCode child and zero or more skill children. One skill child is included for each skill assigned to the agent on the date being exported.
skillStartDate	Date being exported.
baseScheduleCode	Base schedule code for the date being exported. Contains the activity code description.
skillName	Name of the skill.
level	Level assigned to the agent for the skill.
rsv	Agent's reserve flag setting for the skill.
agentData	Included in the output file if: You request one or more valid agentData elements. In this case, only the specified agent data groups are included in the output file. All agent data groups are requested and at least one agent data group is defined.
group	Contains a description child, and a value child. If an agentData element exists in the Advanced Configuration file, but there is no agent data group with the specified description in the system, no value is exported for this element.
adgStartDate	Start date of the value assigned to the agent for the group. Contains day, month, and year children.
description	Agent data group description specified in the Advanced Configuration file’s agentData element.
value	Value assigned to the agent for the agent data group specified in the Advanced Configuration file’s agentData element.	This field is blank if the agent has no assigned value.
emailList	Contains one email child for each record that exists in the email address table.
email	Email address.
number	Number of the email address.	1–10
type	Email type	N: normal S: short
language	FIve character string identifying the language and locale for formatting messages.
vacationGroup	ID of the time off group to which the agent is assigned on the date being processed. Not included for changedAgent elements.
biddingDate	Agent's alternate seniority date. Contains day, month, and year children.
biddingExt	Agent's alternate seniority extension.
accrualDate	Agent's accrual date. Contains day, month, and year children.
daysVacWeek	Number of days that make up a week of vacation time for this agent.
vacDayLengthList	Contains seven vacDayLength children, one for each day of the week beginning with Sunday.
recid	Counter that begins at 1 and increments for each newAgent or changedAgent element exported.

Output File: Sample

<?xml version=”1.0”?>
<agentList>
  <changedAgent>
    <id>12345</id>
    <name>Sarlay, John</name>
    <acdList>
      <acd><acdID>25</acdID><logon>john.sarlay@abc.com</logon><agentGroup>125</agentGroup></acd>
      <acd><acdID>999</acdID><logon>12345</logon><agentGroup></agentGroup></acd>
    </acdList>
    <skillSet>
      <skill>
        <skillName>Sales</skillName>
        <level>1</level>
        <rsv>N</rsv>
      </skill>
      <skill>
        <skillName>Service</skillName>
        <level>2</level>
        <rsv>N</rsv>
      </skill>
      <skill>
        <skillName>Tech Support</skillName>
        <level>2</level>
        <rsv>Y</rsv>
      </skill>
    </skillSet>
    <agentData>
      <group><description>Team Ldr</description><value>Mike Shaw</value></group>
      <group><description>Birthday</description><value>19700419</value></group>
    </agentData>
  </changedAgent>
  <changedAgent>
    <id>67890</id>
    <name>Barni, Meghan</name>
    <acdList>
      <acd><acdID>25</acdID><logon>meghan.barni@abc.com</logon><agentGroup></agentGroup></acd>
      <acd><acdID>999</acdID><logon></logon><agentGroup></agentGroup></acd>
    </acdList>
    <skillSet>
      <skill>
        <skillName>Sales</skillName>
        <level>3</level>
        <rsv>Y</rsv>
      </skill>
      <skill>
        <skillName>Service</skillName>
        <level>2</level>
        <rsv>N</rsv>
      </skill>
      <skill>
        <skillName>Tech Support</skillName>
        <level>1</level>
        <rsv>N</rsv>
      </skill>
    </skillSet>
    <agentData>
      <group><description>Team Ldr</description><value>Mike Shaw</value></group>
      <group><description>Birthday</description><value>19710317</value></group>
    </agentData>
  </changedAgent>
</agentList>