With IEX WFM Integrated Exports, you can pull sets of IEX WFM Integrated data so you can use that data in external reporting or other applications. There are 21 pre-defined modules available in these IEX WFM Integrated data categories:
- Agent Data
- Contact Data
- Management Unit (MU) Data
Each module includes a set of pre-defined data elements. Some modules provide detailed information while others provide summary information.
There are additional costs associated with this feature. A Professional Services engagement is required to set up and implement each export module for your system. There is also a single monthly recurring charge for this feature, regardless of how many export modules are purchased.
IEX WFM Exports vs. WebStation Reports
| Feature | Out-of-the-Box Reports | Export Modules |
|---|---|---|
| Scheduled cadence | Y | Y |
| Data access required by anyone with WebStation Supervisor permissions | Y | N |
| Data access required by a small set of users, such as data analysts | N | Y |
| Data delivery needed as TXT or XML file | N | Y |
| Use Case | Out-of-the-Box Reports | Export Modules |
|---|---|---|
| Supervisors want their teams' schedule adherence metrics each Monday for the previous week using the IEX WFM Integrated formula | Y | N |
| The reporting team needs an adherence summary for all agents in a single output file | N | Y |
| You want to build your own adherence metric using a calculation different from IEX WFM Integrated | N | Y |
| A contact center executive wants a customized report including data from multiple sources, including IEX WFM Integrated | N | Y |
| You want to send IEX WFM Integrated schedule data to your BPO, who uses a different WFM system | N | Y |
| The reporting team wants a specific data set to use in a third-party BI reporting tool | N | Y |
| Supervisors want to generate reports to see current IEX WFM Integrated agent configurations | Y | N |
| You want easy access to a pre-defined set of reports directly from Supervisor Web Station | Y | N |
Output File Formats
Exports are delivered in output files. Depending on the export, the file may be:
- Pipe-delimited: Fields are separated by a pipe symbol, or |. This symbol is a valid character for data in IEX WFM Integrated, but you should not include it in user-entered data fields if you use exports. The extra pipe symbols can prevent your data from parsing correctly.
- XML
The first line of every output file begins with #fields. This header shows the fields contained in the file. The second line of the output file begins with #sort. This line contains a comma-separated list of the criteria used to sort the file data.
Key Facts About IEX WFM Export Files
All Export Files
- If an output file is specified for more than one entity, the export saves all data to the same output file.
- Data is included for inactive agents; that is, agents in the Inactive MU. However, the agent's name shows as <Unknown>. Information that cannot be determined for that agent, such as Social Security number or group data, is omitted.
- Exports produce interval-level data.
- All exported values are revised values from your IEX WFM Integrated database. Original values are not exported. Any deviation from this is explicitly noted.
- You can specify the sorting order for the data in the output file. If you don't define a sort order, the export includes all fields in the default sort order. This default order varies. The help page describing each export includes a field definition table. This table shows the fields in default order.
Agent Data Group Values
- Exports show these values as they are stored in the database. No reader-friendly formatting is performed.
- Times are shown as 24-hour time.
- Currency values are multiplied by 100 when stored. For example, $2,345.67 is stored as 234567.
- Logical values are stored as Y or N.
- Numerical and alphabetical data types are stored as entered.
Activity (Exception) Codes
- In previous versions of IEX WFM, activity codes were referred to as exception codes. This term remains in the names of some fields and elements in the database.
- Several export file types include activity code information from the exception table and the schedule table. The specific activity codes to be exported are defined in IEX WFM Integrated using activity code attributes.
- You must define an activity code attribute to report on. You can define your own unique activity code attribute for each export, or you can use the default. Only one attribute per export is supported.
- If you define your own attribute to report on, the export uses it for the exception field.
- You can assign multiple activity codes to the same attribute, whether you create your own or use the default.
- If a custom attribute isn't defined when the export is configured, IEX WFM Integrated uses the default.
- If neither a custom nor the default attribute is defined during configuration, IEX WFM does not perform that export for your CustomerID.