Bulk Operations in Webex Contact Center

In the Webex Contact Center, the Availability of Bulk Operations
Bulk Operations are supported on the Webex Contact Center platform. On the Webex Contact Center 1.0 platform, Bulk Operations are not supported.

In order to determine the platform for your Contact Center:

1. Through the use of the URL https://admin.webex.com, you can log in to the Control Hub.
2. Select Contact Center > Settings > General > Service Details from the drop-down menu located under the Services section of the navigation pane.

The Webex Contact Center Platform Details box displays 1.0 for Webex Contact Center 1.0 and New Platform for Webex Contact Center.

A Brief Overview of the Bulk Operations
You, in your capacity as an administrator, can use the Bulk Operations feature of Webex Contact Center to create, change, import, or export configuration objects. This functionality makes the process of deploying and configuring Webex Contact Center systems more quicker and more efficient.

The following configuration object types can take advantage of Bulk Operations:

Entry Point Queue Outdial Entry Point Outdial Queue Site Team

Users User Profiles Work Types Auxiliary Code Desktop Profiles Address Book

Outdial ANI Skill Definition Skill Profile Entry Point Mappings Audio Files

Utilizing Bulk Operations allows for the creation and editing of configuration objects. Nevertheless, the Bulk Operations mode does not permit the deletion of configuration items.

Configuration File Management CSV Files
For bulk operations, all configuration object types, with the exception of audio files, make use of the comma-separated values (CSV) file format. Each object type has its own unique set of CSV headers, which define all of the object type’s attributes. Please refer to the article titled “CSV Definition for Bulk Operations in Webex Contact Center” if you would want more information regarding the CSV format of each object type.

The first row of a CSV file is always reserved for the column headers. Following this, each row will define an individual instance of the specified object type. Bulk Operations that make use of CSV files are limited to processing a maximum of 5000 rows per request. If you want to process more than 5000 records, you will need to split the records up into numerous files, with each file containing no more than 5000 records, and then submit multiple requests. Additionally, CSV files that are larger than 5 megabytes in size cannot be processed by Bulk Operations. If the CSV data file that you want to upload is more than 5 megabytes, you will need to divide it up and upload it multiple times.

Audio Files
The ZIP file format is used by Bulk Operations for importing audio files. The only audio file type that the Webex Contact Center accepts is the WAV file format. You can import WAV-formatted audio files by doing one of the following:

Put all of the audio files in a single folder on your computer, then zip up the folder.

If the audio files are stored on your computer in a folder structure, you should compress the folder structure before proceeding.

Bulk Operations will access each directory in a recursive manner and then import all of the.wav files into Webex Contact Center. When Bulk Operations discovers a new audio file with the same file name as an existing file, the new file will take the place of the older file. The size of a ZIP file cannot exceed 50 megabytes in any case. If your audio files are larger than 50 megabytes, please submit multiple requests, each of which must be less than 50 megabytes.

Make Bulk Operations Configuration Objects (Create)
Create an input file in CSV format to facilitate the creation of configuration objects for bulk operations.

1.  Choose one of the following to do:

• Make a CSV file using the manual method. To complete the CSV file, add column headings.
  For additional details, please refer to the page entitled “CSV Definition for Bulk Operations in Webex Contact Center.”
• You might instead choose to download a template for the appropriate configuration object type instead.
  Hub for the control of access.
  • • Select Contact Center > Bulk Operations from the drop-down menu in the Services section of the navigation pane.
    • Select “New bulk operation” from the menu.
    • In the Select a configuration object drop-down list, select the type of configuration item you want to work with.
    • To get an example template, go to the Import section of the menu.
    • In this file, new configuration objects should be defined.

2.   Add a row to define each new configuration item that is being used.

What should we do next?

Create an import job and submit it.

Tenant Configurations Can Be Updated Through Bulk Operations Tenant configurations can be updated through bulk operations.

1.  Please refer to the description of the CSV file for the configuration object type for bulk operations.

2.   Choose one of the following to do:

a.  Pick a CSV file to use. To complete the CSV file, add column headings.

b.  See the page titled “CSV Definition for Bulk Operations in Webex Contact Center” for additional details about how to make a CSV file.

•  You could also choose to download already existing configuration objects of an object type and then use those when making your adjustments.
• Hub for the control of access.
• Select Contact Center > Bulk Operations from the drop-down menu in the Services section of the navigation pane.
• Click the “New Bulk Operation” button.
• Select a configuration item by using the drop-down menu labeled “Select a configuration object.”
• In the Export area, you can enter the name of a file.
• Please proceed by clicking Next.
• Click the Download export file link located on the Bulk Operations main page or the Job Details page once the export job has successfully completed.

c. Perform edits by hand on the configuration objects that are stored in the CSV file that was either created or exported.

After you have revised the CSV file, you will need to re-import the updated configuration objects that were extracted from the edited CSV file. When doing an import using a bulk operation, the system checks to see if an object already exists by examining the object listed in the Name field. If an object name already exists, the system will update the object that corresponds to that name using the information that was provided in the CSV file. Webex Contact Center will generate a new object if the specified object name does not already exist.

What should we do next?

Create an import job and submit it.
You may get Bulk Operations

1.  You can use the URL https://admin.webex.com to sign in to the customer organization.

2.  Select Contact Center > Bulk Operations from the drop-down menu in the Services section of the navigation pane.

The following data relating to previously completed jobs is displayed on the dashboard for Bulk Operations.

Table 1. Dashboard Fields

Field Name	Description
Bulk Operation ID	Displays the unique identifier for every bulk operation.
Filename	Displays the user-provided file name for a bulk operation.
Job type	Displays whether the bulk operation job is an export or import.
Object	Displays the configuration object type for which the bulk operation was executed.
Status	Displays the job execution status, which can be one of the following: Completed: Indicates that the job was completed successfully. Completed with errors: Indicates that the job was completed. However, some records in the CSV file had processing errors. Failed: Indicates that the bulk operation job failed during execution. In Progress: Indicates that the bulk operation job is in progress. New: Indicates the receipt of a new bulk operation request and the creation of a bulk operation job. If no errors occur during the bulk operation, the status first changes from New to In Progress and then to Completed.
Submitted By	Displays the email address of the user who submitted the bulk operation.
Start Time	Displays the time at which the job started.
End Time	Displays the time at which the job ended.
Action	Displays the option to export the file.

The most recently completed bulk operations will always be displayed at the top.
There can be no more than one active bulk operation at any given moment. If there is already a bulk operation being performed, the option to start a new bulk operation will not be available.

Entering Import, Export, or any other relevant criteria into the Search text box will allow you to access a particular job.

If you want to download the extracted CSV file to your local hard drive, you can do so by clicking the icon labeled Download export file that is located in the Action column for export tasks.

Clicking on the job entry in the Bulk Operations dashboard will take you to the Job Details page for the exact job you have selected.

On the Job Details page, click the Export errors to CSV button for import tasks that have the status Completed with errors. This will allow you to download the file and view the error.

In the issue Message column of the CSV file, you can find the explanation for the issue that occurred. Correct the problem in the CSV file itself, on the row that corresponds to it. Send in the CSV file so it can be imported. Please refer to the “Submit an Import Job” page for further details.
You get access to positions in the Bulk Operations department for a period of one year. Jobs in the Webex Contact Center’s Bulk Operations queue that are more than a year old are deleted.
Put in a request for an import job.
Send in an import job to build several setups at once or to update existing ones.
You have the ability to import several configuration objects at once from an already existing CSV file.

1
Please use the following URL to log in to the customer organization: https://admin.webex.com.

2 Select Contact Center > Bulk Operations from the drop-down menu located in the Services section of the navigation pane.

The dashboard for Bulk Operations presents data and information regarding jobs that were completed at an earlier time. The most recent jobs available in the bulk operation field are displayed at the top.
There can be no more than one active bulk operation at any given moment. If there is already a bulk operation being performed, the option to start a new bulk operation will not be available.

3 Click on the New Bulk Operation button.

4 Select a configuration object type by using the drop-down menu that is located next to the phrase “Select a configuration object.”

5
Click the “Click to browse” button in the Import section. Select the CSV file you want to import, then click the Open button. Click the Remove File button to make changes to or delete the CSV file.

6 Make sure you click Next.

7
Click the Close button to continue the task in the background, or you can wait for it to finish while you are on the task Details page.

Click the Export errors to CSV button if the task status is currently set to Completed with errors. This will allow you to download the file and view the error. The explanation can be found in the column labeled “Error Message” in the CSV file. Correct the problem in the CSV file itself, on the row that corresponds to it. Proceed to step 5 again.

Put in a request for an export job.
Before you begin
Utilizing the Export option allows one to receive a record of all objects belonging to a certain configuration object type, as well as export, reuse, and simplify the configuration of a large number of configuration objects.
1.  Please use the following URL to log in to the customer organization: https://admin.webex.com.

2.   Navigate to the Contact Center > Bulk Operations menu item by selecting it from the Services section of the navigation pane.

The dashboard for Bulk Operations presents data and information regarding jobs that were completed at an earlier time. The most recently completed bulk operations will always be displayed at the top.
There can be no more than one active bulk operation at any given moment. If there is already a bulk operation being performed, the option to start a new bulk operation will not be available.

3.   Click on the New Bulk Operation button.

4.   Pick a configuration item of your choosing from the drop-down menu labeled Select a configuration object.

5.  Select the Export button.

6.   Make your selection from one of the available choices:

You can either download the template or export the data from the configuration.
There is no functionality for exporting audio files at this time.

In order to export the object contents, enter the name of the CSV file in the text box labeled “Enter file name.”
Create numerous CSV files, each containing no more than 5000 entries, and then export the CSV files as a ZIP file if the configuration object contains more than 5000 entries.

7.   Click the Next button.

8.   Select the Download export file option to begin the file’s download and subsequent storage on your local hard drive.

9.   Select the Close button.