IEX WFM Integrated offers 21 different export modules. A separate 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 the Exports feature, regardless of how many export modules are purchased.
Prepare for Your Services Engagement
Before you engage with Professional Services, you should determine which export module is right for your company. What data set best meets the business need you want to address? Your Account Representative or IEX WFM Key Account Manager can help you with this analysis. You will also want to decide how often you need to see the export and what customer configurations you need.
Customer-Defined Configurations
This table provides details about export configurations you can customize. You should think about these configurations, and any questions you have, so you can discuss these with Professional Services.
| Item | Customer Configurations |
|---|---|
| Entities for Inclusion | What entities do you want to see data from? For each export module, you can specify the MU, MU Set, CT, CT Set, and so on. |
| Attribute to Use |
Each export includes those activity codes identified by a specific attribute. The default attribute is EXC_EXPORT. Some exports have optional attributes that can be used to configure the output data. |
| Fields for Inclusion | What fields are important to you? For each export, you can decide which specific fields to include from the list of available fields. The default is to include all fields. |
| Sort Order | You can specify that the export be sorted by one or more fields in the export. This lets you sort hierarchically. For example, you might want to see the Agent Activity Summary export sorted by agentName, then by date. That way, you could more easily group data by agent when you view the export file. |
| Agent Data Group to Use | If applicable, you can specify which agent data group to use for the export. |
Default Configurations
This table shows the default configurations that affect all IEX WFM exports.
| Item | Default Configurations |
|---|---|
| Cadence | Daily or less frequent |
| Number of days to include: Agent Category |
Up to 14 days. If you need more days for the following three exports only, talk to your Account Representative about the possibility of using changed records |
| Number of days to include: CT Category | Up to 30 days |
| Number of days to include: MU Category | Up to 30 days |
| Header Content | Included with export file |
| Date Format |
mmddyyyy Agent Data Group values are formatted differently, as explained in the next section |
| Duration file will remain on CXone SFTP Site | 7 days before removal |