Set Record Expiration

Required security profile permissionsExternal Business Unit Edit, Skills Edit, and Calling List Create

You can set up automatic expiration of records, regardless of whether you uploaded them manually or with Proactive XS, on the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx Details tab in Outbound Strategy and on the outbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge Parameters tab in General Settings. This determines when contacts expire based on their freshness. The default value for both the business unit and skills is 30 days. You should reduce this value to the lowest reasonable length possible to avoid keeping unnecessary records on the system, which can reduce the overall performance of filtering, sorting, and reporting. For example, if you upload a new list every day, you should configure your settings so records expire after two days.

When you set a default expiration for your business unit, then the default automatically applies to all skills when you create them. You can set a default skill expiration that overrides the business unit default. Whether the skill inherits the default or has its own contact expiration time, the skill-level expiration applies to all records unless you set a new expiration time at the record level.

This topic explains setting up contact expiration on all three levels: business unit, skill, and record.

You can recall numbers or records that are exhausted based on maximum attempts if you do not check the Finalize When Exhausted checkbox. To do so, increase the value of maximum attempts allowed. Recalled records become available for calling until they reach the new maximum number of attempts value.

Set the Default Business Unit Contact Expiration

  1. In the ACD module, click ACD ConfigurationBusiness Units.

  2. Locate your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. Click the business unit to open it.

  3. Click the Details tab.

  4. Click Edit.

  5. Scroll down to the Outbound Strategy section and look for the Default Contact Expiration fields. Type the number of days, hours, minutes, or a combination of any or all, that you want Personal Connection (PC) to be able to call contacts after they enter the system. The configuration in the preceding image allows the dialer to call contacts for 14 days, four hours, and ten minutes after they enter CXone.

  6. Scroll back up to the top of the page and click Done.

Set the Default Skill Contact Expiration

  1. In the ACD module, click Contact SettingsSkills.

  2. Locate the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify and click the skill to open it.

  3. Click the Parameters tab. Locate the General Settings section and click Edit.

  4. Locate the Default Contact Expiration field. The skill default matches the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx setting, which is 30 days by default. Set the Days, Hours, Minutes, or a combination of any or all, fields to the amount of time you want contacts to be in the system before they expire.

  5. Click Done to save your changes.

Setting an Individual Contact Expiration

  1. Create a new calling list or modify an existing one. Create a column for record expiration dates and type a value for each record that you do not want to adopt the default expiration.

  2. Upload the calling list.

  3. Map the calling list. Ensure that you map the new expiration date column to the Expiration Date field.