Bulk Upload Records

Bulk upload allows you to create and upload the following using CSV files:

Entity

Description
Employees Employee data including name, email address, user name, mobile number
Teams Team name and other details such as team lead, unavailable codes, and default team contact settings.
Team Assignment Team name and the usernames of the employees assigned to the team
Devices CXone Multi-ACD (CXone Open): Add communication devices to the third party telephony system.
Recording Accounts CXone Multi-ACD (CXone Open): A recording account associates an agent with a telephony system by extension number or agent ID.

Mobile Agents Mapping

CXone Multi-ACD (CXone Open): Device mapping is required for integrating Cisco telephony to support mobile and remote agents.

You can add or update multiple records at a time. For existing records, CXone updates data in the system with the data in the CSV file as long as the username/team name/team name/skill ID and username exactly matches that already in the system. For importing, first prepare the records list by downloading the CSV template. Fill in the details in the format provided in the CSV file and upload the file. The data that is imported must be in the format provided in the template.

Upload Records

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. To upload employees, teams, or team assignment records, click Admin and then depending on the type of record you want to upload, click Employees, Teams, or Team Assignment.

  4. Click Download Template and download the CSV template to your computer.

  5. Open the file, fill in the details of the records to upload, and save the file. You can upload employee, team, or team assignment records.

    You cannot update the employee Status when you bulk upload employee records. If you want to deactivate multiple employees at the same time, click Admin > Employees. Select the boxes beside each employee that you want to deactivate. Click Deactivate.

  6. Click Browse For File and select the file you just saved. Alternatively, you can drag and drop files to upload.

  7. Click Upload Files. When the upload is complete, you receive a notification in Notification Center (bell icon). Either the bulk upload is successful or there are errors. In either case, you can click the notification to display the Activity tab of the bulk upload portal, which lists the details of the various upload attempts.

  8. If there are errors in your upload, click Review Errors to display the uploaded data in editable fields. The fields with erroneous values are marked in red and instructions to help you correct the values appear below each of these fields. Correct the errors and click Submit.

    Optionally, on the Employees Upload Errors screen, click Download Errors to download a CSV file with only the erroneous records and the error details, correct the errors in the CSV file, and use the Upload Files option to retry uploading.

Download Existing Records

To examine the present data in the system, you can download a list of records for employees, teams, user-teams mapping, and user-skill mapping.

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. In Upload, click the appropriate heading, such as Admin or ACD and then select the type of record to download, such as employees or teams.

  4. Under the appropriate type of record, click Download Existing Records. The existing records in the system are downloaded to your computer in a CSV file. You will receive a notification when the download activity is complete.

  5. Click the Activity tab to view your upload and download history. You can download recent files for up to 48 hours after the initial download by clicking Download.

Download and Edit Inactive Employee Records

You can download and edit inactive employee records along with your active and pending records. Inactive employee records are listed as Inactive in the Status column of the CSV file.

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. On the Upload tab, click Employees.

  4. Click Download All Users. The existing records in the system are downloaded to your computer in a CSV file. You will receive a notification when the download activity is complete.

  5. Open the CSV file.

  6. To activate employee records in bulk, change the records to Active in the Status column.

  7. Upload the edited file in the Bulk Upload Portal.

Bulk Upload Employee Records

You can upload up to 1,000 employee records at a single time by using the Bulk Upload Portal UI or by using the Import Employees option.

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. Click Admin > Employees.

  4. Click Download Template.

  5. In the CSV template, enter the employee record details. Then save the file and return to the Bulk Upload Portal page in CXone.

    Field

    Details
    Username

    Enter the email ID of the user. The value in the Username field can be the same value as Email Address or a different email address. While the username must be in the format of an email address, it doesn't have to be an actual email address. The field must follow this format: [fillintheblank]@[blank].com. You can replace the bracketed sections with whatever you'd like, but the @ and .com must be present for the field to be valid.

    You can edit employee usernames by changing the value in this field. If the User ID field is incorrect, the employee's username won't update. The same limitations for editing usernames in the employee profile apply to editing them with bulk upload.
    User ID This field is filled automatically when you download existing records. The User ID must be included to edit employee usernames with bulk upload.
    Deactivate This field allows you to deactivate user profiles. Enter True to deactivate the user. The default value is False.
    Email Address Used to send activation invitations, password verification codes, and so forth. The same email address can be used for more than one employee. You can later edit the email address of one or more employees if needed (perhaps due to a personal name change or a company domain name change). When you do, a verification email is sent to the edited email address. You can also edit email IDs of multiple employees using the functionality to bulk upload records.
    Mobile Number Mobile number of the employee.
    Time Zone Name of the time zone allowed for dialing. By default, an employee's time zone is the same as the applicable tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment time zone and is automatically populated. You can edit the time zone if needed. The time zone must be in Internet Assigned Numbers Authority (IANA) format. For example, America/New York.
    Location Identifies the place that a user resides or is working from.
    Hire Date The date of hire of the employee.

    Rank

    This field shows only if your system includes CXone WFM. It determines the priority when creating a schedule.

    Invite Enter True to create and invite the employee. If you enter True and the user is enabled with SSO, then they will be immediately activated. No verification email is necessary. Enter False to just create the employee and then invite the employee manually.
    ACD Login ID A unique ID that lets an employee connect to a contact center. This also helps map ACD events to activities.
    Role Name The role you want to assign the employee so they have access to the information they need and can do the work they need to do. CXone comes with up to four out-of-the-box (OOTB) roles: Agent, Manager, Administrator, and Evaluator (if your organization uses CXone Quality Management).
    Team Name Name of the team that you want the employee to be a part of.
    Status Whether the employee is currently active, inactive, or unregistered.
    OS Login

    OS Login represents the user's login details to their desktop operating system in the format Domain\UserName, for example, NICE\MyUser. The CXone Recordingapplication requires OS Login information for screen recording to work on advanced configurations, such as, CXone Multi-ACD (CXone Open), multi-session environments, and more.
    MFA Secret An MFA secret pairs the employee account in CXone with a hardware or virtual MFA device that employees use to generate a one-time password (OTP). CXone allows you to generate an MFA secret either manually or automatically. For more information, see MFA Secrets.
    MFA Time Period Enter a value between 15 and 300 seconds. It must be compatible with the virtual or hardware MFA device your employees use. For example, Google Authenticator only allows a value of 30 seconds.
    External Identity If you want to authenticate the employee using a SAML 2.0-based login authenticator, enter the email ID that is used as the external identity (IdP) of the user in Okta. For more information, see Set Up an External Login Authenticator with SAML 2.0.
    Can Be Coached Or Evaluated

    This attribute is only visible if your system includes CXone Quality Management. It enables the employee to be evaluated, and you will be billed for CXone Quality Management for this employee.

    The default value is selected for new employees. If you add CXone Quality Management to a system that has existing users, you must manually enable this setting for those users.
    Can Be Scheduled

    This attribute is only visible if your system includes CXone WFM. It enables the employee to be scheduled, and you will be billed for CXone WFM for this employee.

    The default value is selected for new employees. If you add CXone WFM to a system that has existing users, you must manually enable this setting for those users.

    Users who don't have this attribute selected won't appear in employee lists when creating weekly rules or shift templates.

    Removing this attribute from a user deletes that user from any weekly rules or shift templates to which they are assigned.
    Can Be Recorded

    This attribute is only visible if your system includes CXone Recording. It enables the employee to be recorded, and you will be billed for CXone Recording for this employee.

    The default value is selected for new employees. If you add CXone Recording to a system that has existing users, you must manually enable this setting for those users.
    Can Be Analyzed

    This attribute is only visible if your system includes Interaction Analytics. When this attribute is selected, the employee's recorded interactions are analyzed by Interaction Analytics, and you will be billed for Interaction Analytics for this employee.

    The default value is cleared for new employees.
    Virtual Agent Enabled Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Virtual Agent Type Enter Digital Bot or Digital Survey. Enter OFF to disable this feature for the team.
    Can View BI Reports Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Can Be Recorded Screen Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Display Name Users from other teams can view the display name. They cannot view other information about the user unless they have the View Employee permission.
    Type

    Use Type to organize employees outside of their assigned Role or Team. Type allows you to organize employees for reporting purposes. This field makes reporting easier because types are not tied to permissions or unavailability codes.
    Views Enter the name of one or more viewsClosed Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. to assign them to your employees. Separate each view with a comma.

  6. Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

    8. You can either go to the Activity tab to view the upload status or click the notification to display the Activity tab of the Bulk Upload Portal page. The Activity tab lists the details of the various upload attempts. If the file upload failed, try uploading the file again.

On the Bulk Upload Portal page, you can see the file upload progress on the Activity tab. You also receive a notification in Notification Center (bell icon) when the upload is complete, and you can click the notification to go to the Bulk Upload Portal if you've navigated away from it.

If the upload failed due to errors in the file records, click Review Errors to display the uploaded data in editable fields. Fields with erroneous values are marked in red and have instructions to help you correct the values. Once you do so, you can save the file and try to re-upload the pending records.

Another option is on the Employees Upload Errors page, where you can click Download Errors. The resulting CSV file contains only the incorrect records and error details. Correct the errors in the CSV file and use the Upload Files option to retry uploading.

Bulk Upload Team Records

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. Click Admin > Teams.

  4. Click Download Template.

  5. In the CSV template, enter the team record details. Then save the file and return to the Bulk Upload Portal page in CXone.

    Field

    Details
    Team Name Enter a name for the team.
    Description Enter a description of the team.
    Team Lead

    Enter the name of the Team Lead from the drop-down. Any active user can be the Team Lead. A single user can be the Team Lead for multiple teams.
    inView Performance Management Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    inView Gamification Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    inView Chat Message Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    inView Coaching Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Audio Recording Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Screen Recording Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Quality Management Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Quality Optimization Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    WFM Advanced Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    WFM Essentials Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    Workload Manager Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    WFO Essentials Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
    WFO Advanced Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.

  6. Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

    You can either go to the Activity tab to view the upload status or click the notification to display the Activity tab of the Bulk Upload Portal page. The Activity tab lists the details of the various upload attempts. If the file upload failed, try uploading the file again.

  8. For the newly assigned skills, change user proficiency.

Bulk Upload Team Assignment Records

  1. Click the app selector and select Admin.

  2. Click Bulk Upload Portal.

  3. Click Admin > Team Assignments.

  4. Click Download Template.

  5. In the CSV template, enter the team names in the Team Name column and email IDs of the users to assign to the teams in the corresponding Assigned Users column cells. Use semicolons to separate multiple email IDs.

  6. Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

    8. You can either go to the Activity tab to view the upload status or click the notification to display the Activity tab of the Bulk Upload Portal page. The Activity tab lists the details of the various upload attempts. If the file upload failed, try uploading the file again.

On the Bulk Upload Portal page, you can see the file upload progress on the Activity tab. You also receive a notification in Notification Center (bell icon) when the upload is complete, and you can click the notification to go to the Bulk Upload Portal if you've navigated away from it.

If the upload failed due to errors in the file records, click Review Errors to display the uploaded data in editable fields. Fields with erroneous values are marked in red and have instructions to help you correct the values. Once you do so, you can save the file and try to re-upload the pending records.

Another option is on the Employees Upload Errors page, where you can click Download Errors. The resulting CSV file contains only the incorrect records and error details. Correct the errors in the CSV file and use the Upload Files option to retry uploading.

Bulk Upload Communication Devices

  1. Click the app selector and select Admin.

  2. Select Bulk Upload Portal.

  3. Click Third Party Telephony > Devices.

  4. Click Download Template.

  5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

    Field

    Details

    Action

    		 Required. One of the following: CREATE, UPDATE, DELETE.

    Telephony System

    		Required. Name of the telephony system as defined in CXone.

    Device Type

    		Required. Must be EXTENSION.

    Device Number

    		Required. Device number—enter 1 to 64 characters.

    UDI

    		 Optional. Unique device identifier—enter 1 to 64 characters.

    Monitored Group

    		Optional. Name of assigned monitored device group as defined in the telephony system in CXone.

    Rejected Group

    		 Optional. Name of assigned rejected device group as defined in the telephony system in CXone.

  6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

  8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

    • If the file upload succeeds, the devices appear in the Devices tab for the corresponding telephony system.

    • If the file upload fails, try uploading the file again.

For more information about configuring third party connectivity, see Configure Third Party Telephony for CXone Multi-ACD (CXone Open).

Bulk Upload Recording Accounts

  1. Click the app selector and select Admin.

  2. Select Bulk Upload Portal.

  3. Click Third Party Telephony > Recording Accounts.

  4. Click Download Template.

  5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

    Field

    Details

    Action

    		 Required. One of the following: CREATE, UPDATE, DELETE.

    User Name

    		 Required only for CREATE action. Enter the user name in email format.

    Telephony System

    		Required. Name of the telephony system as defined in CXone.

    Account Type

    Required. One of the following: EXTENSION, AGENTID, UDI.

    • For sites using fixed seating, define an extension.

    • For sites using free seating, it is recommended to define agent ID.

    • (Cisco telephony system only) For sites using a shared line, define a Unique Device Identifier (UDI).

    Value

    Required.  Extension number, agent ID, or UDI (Cisco shared line only) defined in the telephony system—enter 1 to 64 characters.

    Updated Value

    Required only for UPDATE action. Enter a new unique extension number, agent ID, or UDI (Cisco shared line only)—1 to 64 characters.

  6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

  8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

    • If the file upload succeeds, the recording accounts appear in the Recording Accounts tab for the corresponding employees.

    • If the file upload fails, try uploading the file again.

For more information about configuring third party connectivity, see Configure Third Party Telephony for CXone Multi-ACD (CXone Open).

Bulk Upload Mobile Agents Mapping

Only available for CXone Multi-ACD Cisco configuration.

  1. Click the app selector and select Admin.

  2. Select Bulk Upload Portal.

  3. Click Third Party Telephony > Recording Accounts.

  4. Click Download Template.

  5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

    Field

    Details

    Action

    Required. Select one of the following: CREATE, UPDATE, DELETE.

    Telephony System

    Required. Name of the telephony system as defined in CXone.

    Local Device Number

    Required. Local device number — enter up to 64 characters, must be letters, numbers, and @ # *.

    Remote Device Number

    Required. Remote device number — enter up to 64 characters, must be letters, numbers, and @ # *.

  6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

  7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

  8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

    • If the file upload succeeds, the recording accounts appear in the Recording Accounts tab for the corresponding employees.

    • If the file upload fails, try uploading the file again.