At-A-Glance
Category: Agent-related
Export file type: Pipe-delimited (|)
File Naming Convention: agentScheduleSummary_mmddyy_hhmm.txt
This export module provides a summary of time for your agents on a daily basis, by activity code or attribute. It's similar to the Agent Activity Summary export, except the data is for scheduled agent activities rather than actual agent activity.
The Agent Schedule Detail export provides a more detailed view of this data.
If you identify an activity code attribute for this export, IEX WFM Integrated uses the value assigned to each activity code for that attribute to generate calculated fields. If the attribute child doesn't exist for a customerID in the entityList, the attribute named EXC_EXPORT is used for that customerID.
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 |
|---|---|---|
| date |
If a date format is specified in the dateFormat attribute of the exportList element, the export uses that format. Otherwise, dates are formatted as mmddyyyy. |
|
| TZ |
Time zone for the MU. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
|
| custID |
Customer ID |
|
| muID |
MU ID |
|
| tvID |
Agent's IEX WFM Integrated ID |
|
| acdID |
ID of the CXone ACD or multimedia server on the specified date. |
|
| logonID |
Logon for the agent associated with the acdID.
|
This field can be blank. |
| ssn |
Agent's personal ID number |
This field is blank if no personal ID number is assigned to or available for the agent. |
| agentData |
Value assigned to the agent for the specified agent data group. You can include as many agentData elements as you want. The export file contains one field for each agentData element you specify. You can also specify the same agent data group more than once. Agent data group values are stored by date range. They are not dependent on the agent's MU assignment. If you don't select any agent data group, this field is omitted from the export. |
This field is blank if the agent wasn't assigned a value for the specified agent data group for the date. |
| agentName |
Agent's name, formatted as <last><first><suffix> |
|
| modify | Modify timestamp of the schedule record. | |
| exception |
Attribute value assigned to the activity code. Activity codes with no assigned attribute values are not included in the export. If multiple activity codes with the same activity code attribute value exist contiguously, they are reported as a single exception. If you don't use the midnightCutoff attribute or set it to on, and the activity code crosses midnight, it is divided into two records at midnight. If you set midnightCutoff to off, the cross-midnight schedule is kept intact as stored in IEX WFM Integrated. |
|
| minutes |
Total number of minutes the activity code exists in the agent’s schedule for the date. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| 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. |
Output File: Sample
The following shows a sample file generated for a customer, based on their custom parameters. It also shows the data values rather than field names. It's meant only to give you an idea of what your export might look like.
#fields:date|TZ|custID|muID|tvID|acdID|logonID|ssn|TeamLdr|agentName|modify|exception|minutes #sort:date,TZ,custID,muID,tvID,acdID,logonID,ssn,TeamLdr,agentName,modify,exception,minutes 05052021|CST6CDT|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|BRK|30 05052021|CST6CDT|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|LUNCH|60 05052021|CST6CDT|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|OPEN|450 05052021|CST6CDT|1|20|54321|27|54321|123456789|MDS|Sarlay, John|1047863260|BRK|30 05052021|CST6CDT|1|20|54321|27|54321|123456789|MDS|Sarlay, John|1047863260|LUNCH|60