Import Agent File

Don't use this import file to add agents to IEX WFM. Instead, create them in the CXone Mpower ACD and assign them to an ACD team that's enabled for WFM. Active agents assigned to WFM-enabled teams automatically sync to the IEX WFM MU 1.

Adding agents with any other method, including this file, results in duplicate and corrupted data.

Import Agent files allow you to change agent information in IEX WFM Integrated. This lets you save time when updating agent details. You can also integrate information from a third-party system such as a Human Resources database. Contact your IEX WFM Integrated account representative if you want to automate agent data imports from a third-party system. After you create XML files for your agents, IEX WFM Integrated Professional Services will review the file and provide feedback.

Key Facts About the Import Agent File

  • Data import reads the existing data from your IEX WFM Integrated system. It then makes and saves changes according to the information in your import file. The existing data is not locked. Therefore, system data could be modified between the time data import reads it and the time data import saves the changes. If this happens, an error will occur and the data will not be saved.
  • If users are viewing data in IEX WFM Integrated during the data import, and that data is changed, the users cannot change the same data. They must first retrieve the data again. If they try to save a change, the save will fail and they will see a message about the data being modified by someone else. This is the same message shown if another user modifies data. The user can refresh the screen and make the changes again.
  • The file must be in UTF-8 encoding.
  • Passwords cannot be imported. You must import agents with UUIDs and email addresses. Agents may need to use the Forgot Password feature to set their password for the first time. If the agent does not have an email address, their password must be defined in the RCP Agent Definition view or RCP Agent Profile view.
  • Any date and time instances refer to the settings of your IEX WFM Integrated time zone.

Import Agent Document Type Definition

The Document Type Definition (DTD) is a template for building XML import files. You do not need to create a DTD in your environment. 

<?xml version="1.0" encoding="UTF-8" ?>
<!ELEMENT agentList (newAgent | changedAgent)* >
 
<!ELEMENT newAgent ((name | (lastName, firstName?, nameSuffix?)), UUID?, mu, acdList?, startID?,
  ssn?,agentStartDate?, externalID?,
  senDate?, senExt?, rank?, supervisor?,
  password?, minTimeBetweenScheds?, minRestPerWeek?,
  minCDW?, maxCDW?, minCDO?, maxCDO?,
  availDateRange?, forceWork?, workStatus?, tourGroup?,
  rotationNum?, minMinutes?, maxMinutes?, useAvailability?,
  availListDateRange?, availabilityList?,
  skillSet?, agentData?, emailList?,
  vacationGroup?, biddingDate?, biddingExt?, accrualDate?,
  daysVacWeek?, vacDayLengthList?, recid?)>
 
<!ELEMENT changedAgent (id, (name | (lastName, firstName?, nameSuffix?))?, UUID?, mu?, acdList?,
  ssn?,externalID?, senDate?, senExt?, rank?, supervisor?,
  password?, minTimeBetweenScheds?, minRestPerWeek?,
  minCDW?, maxCDW?, minCDO?, maxCDO?,
  availDateRange?, forceWork?, workStatus?, tourGroup?,
  rotationNum?, minMinutes?, maxMinutes?, useAvailability?,
  availListDateRange?, availabilityList?,
  skillSet?, agentData?, emailList?,
  biddingDate?, biddingExt?, accrualDate?,
  daysVacWeek?, vacDayLengthList?, recid?)>
<!ELEMENT id (#PCDATA)>
<!ELEMENT name (#PCDATA)>
<!ELEMENT lastName (#PCDATA)>
<!ELEMENT firstName (#PCDATA)>
<!ELEMENT nameSuffix (#PCDATA)>
<!ELEMENT UUID (#PCDATA)>
<!ELEMENT mu (#PCDATA)>
<!ELEMENT acdList (acdStartDate?, acd+)>
<!ELEMENT acdStartDate (day, month, year)>
<!ELEMENT acd (acdID, logon?, agentGroup?)>
<!ELEMENT acdID (#PCDATA)>
<!ELEMENT logon (#PCDATA)>
<!ELEMENT startID (#PCDATA)>
<!ELEMENT ssn (#PCDATA)>
<!ELEMENT agentStartDate (day, month, year)>
<!ELEMENT externalID (#PCDATA)>
<!ELEMENT senDate (day, month, year)?>
<!ELEMENT senExt (#PCDATA)>
<!ELEMENT rank (#PCDATA)>
<!ELEMENT supervisor (#PCDATA)>
<!ELEMENT password (#PCDATA)>
<!ELEMENT minTimeBetweenScheds (#PCDATA)>
<!ELEMENT minRestPerWeek (#PCDATA)>
<!ELEMENT minCDW (#PCDATA)>
<!ELEMENT maxCDW (#PCDATA)>
<!ELEMENT minCDO (#PCDATA)>
<!ELEMENT maxCDO (#PCDATA)>
<!ELEMENT availDateRange ((day, month, year, weeks) | (startDate, endDate) | default)?>
<!ELEMENT forceWork (#PCDATA)>
<!ELEMENT workStatus (#PCDATA)>
<!ELEMENT tourGroup (#PCDATA)>
<!ELEMENT rotationNum (#PCDATA)>
<!ELEMENT minMinutes (#PCDATA)>
<!ELEMENT maxMinutes (#PCDATA)>
<!ELEMENT useAvailability (#PCDATA)>
<!ELEMENT availListDateRange ((day, month, year, weeks) | (startDate, endDate) | default)>
<!ELEMENT availabilityList (availability+)>
<!ELEMENT availability (#PCDATA)>
<!ELEMENT skillSet (skillStartDate?, baseScheduleCode?, skill*)>
<!ELEMENT baseScheduleCode (#PCDATA)>
<!ELEMENT skillStartDate (day, month, year)>
<!ELEMENT skill (skillName, level?, rsv?)>
<!ELEMENT skillName (#PCDATA)>
<!ELEMENT level (#PCDATA)>
<!ELEMENT rsv (#PCDATA)>
<!ELEMENT agentData (group+)>
<!ELEMENT group (description, adgStartDate?, value?)>
<!ELEMENT description (#PCDATA)>
<!ELEMENT adgStartDate (day, month, year)?>
<!ELEMENT value (#PCDATA)>
<!ELEMENT emailList (email+)>
<!ELEMENT email (#PCDATA)>
<!ELEMENT vacationGroup (#PCDATA)>
<!ELEMENT biddingDate (day, month, year)?>
<!ELEMENT biddingExt (#PCDATA)>
<!ELEMENT accrualDate (day, month, year)?>
<!ELEMENT daysVacWeek (#PCDATA)>
<!ELEMENT vacDayLengthList (vacDayLength+)>
<!ELEMENT vacDayLength (#PCDATA)>
<!ELEMENT recid (#PCDATA)>
<!ELEMENT startDate (day, month, year)>
<!ELEMENT endDate (day, month, year)>
<!ELEMENT day (#PCDATA)>
<!ELEMENT month (#PCDATA)>
<!ELEMENT year (#PCDATA)>
<!ELEMENT weeks (#PCDATA)>
<!ELEMENT default EMPTY>
 
<!ATTLIST id acdID CDATA #IMPLIED>
<!ATTLIST logon logonType (AgentID | Extension | Email | ChatAlias) "AgentID">
<!ATTLIST availability day (Sun | Mon | Tue | Wed | Thu | Fri | Sat | All) "All">
<!ATTLIST availabilityList status (Approved | Rejected | Pending) "Approved">
<!ATTLIST email number CDATA #REQUIRED>
<!ATTLIST email type (Normal | Short) "Normal">
<!ATTLIST email language CDATA "English">
<!ATTLIST vacDayLength day (Sun | Mon | Tue | Wed | Thu | Fri | Sat | All) "All">

DTD Element Type Considerations

When using the Document Type Definition (DTD) to create a file, keep in mind these considerations about element type declarations: 

<!ELEMENT elementName (childElement, childElement, ...)>

When an element is defined with a list of child elements separated by commas, the children must appear in the same order in the import file. Otherwise, the element will not be valid.

<!ELEMENT elementName (#PCDATA)>

Elements with the #PCDATA type may contain any text string. Data import validates the text as necessary.

Attribute Qualifiers

The DTD uses standard XML element qualifiers:

  • ?—Elements with this qualifier are not required. If you include them, you can only specify them one time per element.
  • *—Elements with this qualifier are not required. You can include more than one of these for each element.
  • +—At least one of the elements with this qualifier is required. You can include more than one of each element.
  • [no qualifier]—Elements not marked with a qualifier are required and you can only be specify them one time per element.

Element Specifications

This section explains the elements, or fields, for use in Import Agent files.

Root Element

The root element is agentList.

Child Elements

Elements are indented based on their level in the DTD.

Field Description Valid Values
id

For changedAgent elements, this is the identifier used to find the agent to be modified in IEX WFM Integrated. It may be a social security number, personal ID, an IEX WFM Integrated agent ID, or a CXone Mpower ACD logon ID.

Not used in newAgent elements.
acdID
(attribute of id)

The agent assigned the specified logon for the CXone Mpower ACD on the current date (based on the IEX WFM Integrated time zone) is a match.

1-2147483647

Agent Definition can be edited on-screen.
name

Choose either:

Option 1: <name>John Smith PhD<name>
The name John Smith PhD will be imported to the last name field.

Option 2: <lastName>Smith</lastName> <firstName>John</firstName> <nameSuffix>PhD</nameSuffix>
John will be imported to the first name field. Smith will be imported to the last name field. PhD will be imported to the suffix field.

Any printable ASCII characters except | and \.

Values cannot be longer than 64 characters per name element.

To insert an ampersand (&), use: &amp

Agent Definition can be edited on-screen.
UUID

Optional Unified User ID for the agent. It is a unique ID used to synchronize the agent across CXone Mpower products.

An existing agent’s UUID can only be changed if it is blank in the system.

If a UUID is specified for a Changed Agent element, and the agent’s UUID is already populated with a different value, the agent cannot be imported.

If the UUID specified in the import file is the same as the UUID currently assigned to the agent, the agent can be imported. An existing agent’s UUID cannot be cleared or removed.

No change is made to the agent’s UUID if the UUID element in the import file is blank or omitted.

The UUID must be unique for agents in your system. If a specified UUID has already been assigned to another agent or system user, the agent is not imported. Letters in the UUID are saved in lower case.

Alphanumeric; maximum 128 characters.

Agent Definition can be edited on-screen.
mu For newAgent elements, this is the ID of the MU to which the new agent is to be assigned. For changedAgent elements, if the mu element is present, the Move Agents process will be used to change the agent’s MU. Moving an agent to a new MU always uses current date. An MU must be defined in IEX WFM Integrated with this ID.

1-999999999

Agent Definition and Move Agent can be edited on-screen.

 
acdList

Contains the CXone Mpower ACD information, as well as the associated logon ID and Agent Group.

Agent Definition and Move Agent can be edited on-screen.
acdStartDate

Beginning date for which CXone Mpower ACD assignments will apply. This value must be a valid date. If no acdStartDate is specified, the later of the current date and the earliest s_date for any of the agent’s active MURoster records will be used.

Omit this field for newAgent elements. Data import defaults to current date when this field is omitted.

Any valid date formed by day, month, and year children. Must be on or after agentStartDate.

Agent Definition and Move Agent can be edited on-screen.
day Day of acdStartDate. 1-31
month Month of acdStartDate. 1-12
year Year of acdStartDate. Any year
acd For skills-based MUs, ID of your CXone Mpower ACD and optionally, the agent’s logon for it. An agentGroup may be specified but is not required.

acdID, logon, and agentGroup children

Agent Definition and Move Agent can be edited on-screen.
acdID ID of your CXone Mpower ACD. An ACD must be defined in IEX WFM Integrated with this ID. This is not a port ID.

1-2147483647

Agent Definition and Move Agent can be edited on-screen
logon

Agent logon ID for your CXone Mpower ACD. Agent logon IDs must be unique for the ACD, for all dates. If no ID is specified, a null value is used.

If another agent has been defined with the same logon, for a date on or after the specified start date, the agent will not be imported.

There may be existing agents with a null logon value. This does not prevent an agent with a null logon value from being imported.

Blank or any printable ASCII characters except |, &, and \.

Maximum length is:

  • 100 if ACD Logon Type = AgentID or Extension
  • 200 if ACD Logon Type = Email or ChatAlias

Agent Definition and Move Agent can be edited on-screen.
logonType
(attribute of logon)		 Designates the type of logon. Used for synchronizing agents between CXone Mpower apps. Optional. Defaults to AgentID if it is not specified.

AgentID
Extension
Email
ChatAlias

Agent Definition and Move Agent can be edited on-screen.
agentGroup

ID of the IEX WFM Integrated Agent Group to which the agent will be assigned. Must be an integer.

ID the user sees in IEX WFM Integrated on the MU Definition screen. An Agent Group must be defined in IEX WFM Integrated with this ID.

Must be assigned to your CXone Mpower ACD and to the MU specified in mu. For non-skill-based MUs, this field is required. Omit for skill-based MUs.

Unsupported

Agent Definition and Move Agent can be edited on-screen.
startID

The new agent’s IEX WFM Integrated ID will be the next available ID starting with the given startID. If a startID element is not included, the new agent’s IEX WFM Integrated ID will be the next available ID. Not used in changedAgent elements.

 1-999999999
ssn Agent’s personal ID. Value may be alphanumeric.

256 alphanumeric characters

Agent Definition can be edited on-screen.
agentStartDate Agent’s start date with your company. Must be a valid date. Not used in changedAgent elements. Omit this field for newAgent elements. Data import defaults to current date when this field is omitted.

Any date

Date, formed using day, month, and year children. Date may not be later than the current date and may not be earlier than the first date for which schedules exist in the MU.

If any dbAgentMap or MURoster records exist with this agent ID as this new agent’s ID, the earliest valid start date will be either the day after the latest s_date or e_date in those records or the first date for which schedules exist in the MU, whichever date is latest.

Only the dbAgentMap or MURoster records whose recStatus or C_Act fields are active are considered. These are the same validations used in the Agent Definition screen.

Agent Definition can be edited on-screen.
day Day of the agentStartDate. 1-31
month Month of the agentStartDate. 1-12
year Year of the agentStartDate. Any year
externalID External agent IDs must be unique. Value is the ID the agent will use for logging in to Agent WebStation, if WebStation is configured to use external agent IDs.

Blank or any printable ASCII characters except |, &, and \. Maximum length is 256.

Agent Definition and Agent Profile can be edited on-screen.
senDate Agent’s seniority date. Must be a valid date.

Blank or any date, formed using day, month, and year children.

Agent Definition and Agent Profile can be edited on-screen.
day Day of the agent’s senDate. 1-31
month Month of the agent’s senDate. 1-12
year Year of the agent’s senDate. Any year
senExt Agent’s seniority extension. Must be an integer.

Blank or 0-9999

Agent Definition and Agent Profile can be edited on-screen.
rank Agent’s rank. Must be an integer.

Blank or 0-9999

Agent Definition and Agent Profile can be edited on-screen.
supervisor

Supervisor’s logon ID, not Supervisor Name. Using this data for supervisor assignments would require each supervisor to have an IEX WFM Integrated login. Define supervisor assignments with Agent Data Groups instead.

Values provided in this element are not stored in your system.

n/a

Agent Definition can be edited on-screen.
password Agent’s password for Agent WebStation. Agents must click the Forgot Password link to set their password the first time.

Password will not be imported

Agent Definition and Agent Profile can be edited on-screen.
minCDO Minimum number of consecutive days off for the employee.

Blank or 1-14

Agent Definition and Agent Profile can be edited on-screen.
maxCDO Maximum number of consecutive days off for the employee.

Blank or 1-14

Agent Definition and Agent Profile can be edited on-screen.
minCDW Minimum number of consecutive days the employee may work.

Blank or 1-14

Agent Definition and Agent Profile can be edited on-screen.
maxCDW Maximum number of consecutive days the employee may work.

Blank or 1-14

Agent Definition, Agent Availability, and Agent Profile can be edited on-screen.
minTimeBetweenSc heds Minimum number of unscheduled minutes required between the agent’s schedules. Value must be in increments of the scheduling period length.

Blank or 0-1440

Agent Definition, Agent Availability, and Agent Profile can be edited on-screen.
minRestPerWeek Minimum number of unscheduled minutes required in a continuous block, at least once per week. Value must be provided in increments of the scheduling period length.

Blank or 0-10080

Agent Definition and Agent Availability can be edited on-screen.
availDateRange

Beginning date and number of weeks for which availability data will apply. Availability data includes minCDO, maxCDO, minCDW, maxCDW, minTimeBetweenScheds, minRestPerWeek, forceWork, workStatus, tourGroup, rotationNum, minMinutes, maxMinutes, useAvailability, and availabilityList elements.

Must be one of the following:

  • Date plus a number of weeks
  • Start date and an end date
  • Empty <default> element

The startdate and endDate date range can be any length.

Blank or any valid date, formed using day, month, and year children, plus one weeks child. Another option is Start date and End date elements formed using day, month, and year children or a <default> element.

Agent Definition and Agent Availability can be edited on-screen.
day Day of the availDateRange.

1-31

Date is not required to call on the first day of week defined for the agent’s scheduling entity.
month Month of the availDateRange. 1-12
year Year of the availDateRange. Any year
weeks Number of weeks to apply the availability information. Required.

1-999

Agent Definition and Agent Availability can be edited on-screen.
startDate Date to start using the scheduling parameters. Agent Definition and Agent Availability can be edited on-screen.
day Day of the startDate. 1-31
month Month of the startDate. 1-12
year Year of the startDate. Any year
endDate Date to stop using the scheduling parameters. Agent Definition and Agent Availability can be edited on-screen.
day Day of the endDate. 1-31
month Month of the endDate. 1-12
year Year of the endDate. Any year
default Indicates the Default record will be updated.

Empty element

Agent Definition and Agent Availability can be edited on-screen.
forceWork Flag indicating whether agent’s minimum work rules must be honored.

Blank or Y/N

Agent Definition and Agent Availability can be edited on-screen.
workStatus Flag indicating whether agent works full-time or part-time.

Blank or Y/N

Agent Definition and Agent Availability can be edited on-screen.
tourGroup ID of the agent’s Weekly Rule. A Weekly Rule must be defined in IEX WFM Integrated with this ID.

Blank or 1-9999

Agent Definition and Agent Availability can be edited on-screen.
rotationNum

Agent’s Tour Group rotation number. This must be a valid rotation number for the Tour Group.

If this element is blank, it will be ignored for normal Weekly Rules. It will cause an error if the Weekly Rule is rotating.

Blank or 1-99

Agent Definition and Agent Availability can be edited on-screen.
minMinutes Minimum amount of time agent must work in a week, specified in minutes.

Blank or 0-10080

Agent Definition and Agent Availability can be edited on-screen.
maxMinutes Maximum amount of time agent may work in a week, specified in minutes.

Blank or 0-10080

Agent Definition and Agent Availability can be edited on-screen.
useAvailability Values are not stored in the database. Agent Availability is always used. n/a
availListDateRange

Optional. Can be used to store Availability data for a date range different than the other scheduling parameters. If no availListDateRange element is provided, availDateRange will be used.

If no availDateRange is provided, the default record for Availability will be updated. Must be one of the following:

  • Date plus a number of weeks
  • Start date and an end date
  • Empty <default> element

The startdate and endDate date range can be any length. If this element is included with no value or if it contains a <default> element, data will be imported for agent’s default record.

Any valid date, formed using day, month, and year children and one weeks child or Start date and End date elements formed using day, month, and year children or a <default> element.

Agent Definition and Agent Availability can be edited on-screen.
day Day of the availListDateRange.

1-31

Date is not required to fall on the first day of week defined for the agent’s scheduling entity.
month Month of the availListDateRange. 1-12
year Year of the availListDateRange. Any year
weeks Number of weeks to apply the availability information. Required.

1-999

Agent Definition and Agent Availability can be edited on-screen.
startDate Date to start using the scheduling parameters. Agent Definition and Agent Availability can be edited on-screen.
day Day of the startDate. 1-31
month Month of the startDate. 1-12
year Year of the startDate. Any year
endDate Date to stop using the scheduling parameters. Agent Definition and Agent Availability can be edited on-screen.
day Day of the endDate. 1-31
month Month of the endDate. 1-12
year Year of the endDate. Any year
default Indicates the Default record will be updated.

Empty element

Agent Definition and Agent Availability can be edited on-screen.
availabilityList Contains availability children. You can specify availability data for as many days of the week as you want.

availability children

Agent Definition and Agent Availability can be edited on-screen.
status
(attribute of availabilityList)		 Status of the Availability record.

Approved
Rejected
Pending

Agent Definition and Agent Availability can be edited on-screen.
availability Contains agent’s availability for each period of the specified day of the week. If the day attribute is All, this availability data will be stored for each day of the week.

Blank, a 96- character string (15min increments), or a 288-character string (5min increments). Each character must be either A or N.

Agent Definition and Agent Availability can be edited on-screen.
day
(attribute of availability)		 Day of the week for which the availability data applies.

Sun, Mon, Tue, Wed, Thu, Fri, Sat, or All. These values are case sensitive.

Agent Definition and Agent Availability can be edited on-screen.

Skill Assignment

If you want to create a new skill assignment, you can do so by beginning with the date specified below and not specifying an end date. If you create a skill assignment in this manner, you cannot modify an existing, date-specific skill assignment.

Field Description Valid Values
skillSet Agent’s skill assignments. For changedAgent elements, these skills will fully replace existing skill assignments, beginning on the specified skillStartDate. If this element is included without a skill child element, agent’s existing skills will be deleted.

One optional skillStartDate child, one optional baseScheduleCode child.

Between 0 and 50 skill children

Agent Definition and Agent Profile can be edited on-screen.
skillStartDate Beginning date for which the skill assignments will apply. Must be a valid date. Required for changedAgent elements that contain a skillSet element. Omit this field for newAgent elements. Data import defaults to the current date when the field is omitted. This is the same functionality as the Agent Definition screen.

Any valid date formed by day, month, and year children This date must be on or after the agentStartDate.

Agent Definition and Agent Profile can be edited on-screen.
day Day of the skillStartDate. 1-31
month Month of the skillStartDate. 1-12
year Year of the skillStartDate. Any year
baseScheduleCode

Exception Code used as agent’s base code when generating schedules. If this element is not provided, the Open (blue icon) Exception Code will be used.

Base schedule codes are stored with agent availability data. The baseScheduleCode will be stored with the date range specified in the availDateRange element, rather than the skillStartDate element. If the availDateRange element is not included, the baseScheduleCode will be stored in the default availability record.

Blank or any printable ASCII characters except |, &, and \. These are case sensitive. The value must match a defined Exception Code description. The maximum length is 64.

Agent Definition and Agent Profile can be edited on-screen.
skill Contains information about a skill assigned to the agent.

One skillName, one optional level child, and one optional rsv child.

Agent Definition and Agent Profile can be edited on-screen.
skillName Name of the skill assigned to the agent. A skill must be defined in IEX WFM Integrated with this name.

Any printable ASCII characters except |, &, and \. These are case sensitive.

Agent Definition and Agent Profile can be edited on-screen.
level Level assigned to the agent for the associated skill.

Blank or 1-50

Agent Definition and Agent Profile can be edited on-screen.
rsv Indicates if the agent is a “reserve agent” for the associated skill.

Blank or Y/N

Agent Definition and Agent Profile can be edited on-screen.

Agent Data Group

Field Description Valid Values
agentData Contains all Agent Data Group information for the agent.

group children

Agent Data can be edited on-screen.
group Contains information for one Agent Data Group.

description, adgStartDate, and value children

Agent Data can be edited on-screen.
description Description of the Agent Data Group for which the agent is assigned a value. An Agent Data Group must be defined with this description for the MU specified in the CustID. To insert an ampersand (&), use: &amp;.

Any printable ASCII characters except |, &, and \. These are case sensitive. The maximum length is 64.

Agent Data can be edited on-screen.
adgStartDate

Start date for the value assigned to the agent for the Agent Data Group.

  • If the adgStartDate is blank or if the element is omitted, the current date is used.
  • If the adgStartDate is invalid, the record will not be imported.
  • If the agent has any existing date ranges for the Agent Data Group:
    • Date ranges whose start dates fall on or after this specified start date will be deleted.
    • If a date range exists whose start date falls before this specified start date and whose end date is either null, the same as, or later than the specified start date, the end date of this record will be changed to the day before the specified start date.
  • The agent data value will be stored with the specified start date and the end date will be null.

Date, formed using day, month, and year children.

Agent Data can be edited on-screen.
day Day of the adgStartDate. 1-31
month Month of the adgStartDate. 1-12
year Year of the adgStartDate. Any year
value

Value assigned to the agent for the associated Agent Data Group.

  • For changedAgent elements, this value will replace any previously assigned value.
  • Must be valid for the specified Agent Data Group. Must be a date for date-type groups with the format YYYYMMDD, a predefined list value for a list-type group, within the min and max constraints, and so forth.
  • If the Agent Data Group’s data type is system user, value should be a user’s logname.
  • Not required for changedAgent elements. A value must be specified for newAgent elements if the agentData element is included.

To insert an ampersand (&), use: &amp;.

Blank or any printable ASCII characters except |, &, and \. These are case sensitive. The maximum length is 64.

Agent Data can be edited on-screen.

Email Address Assignments

Field Description Valid Values
email Contains one email address.

Any printable ASCII characters except |, &, and \. These are case sensitive. The maximum length is 64.

Agent Definition and Agent Profile can be edited on-screen.
number
(attribute of email)		 Not required and is ignored. Only the first email address is imported, if more than one is included. All other addresses will be ignored.

1

Agent Definition and Agent Profile can be edited on-screen.
type
(attribute of email)		 Nnot required. All email will be sent using the Short type. If this element is included, it will be ignored.

Normal or Short

Agent Definition and Agent Profile can be edited on-screen.
language
(attribute of email)

Language, language and country combination, or 2-5 character locale for the email address. Determines the language in which email will be sent to the address and the date and time formats that will be used. A record must exist in your system whose locale field or whose transLabel field matches the string specified in language. The language and country may be specified in any language supported by the IEX WFM Integrated workstation. A list of valid strings may be seen in the Language field on the Agent Profile and Agent Definition screens.

A locale is the 2-5 character code that indicates language and country, as defined by ISO-639 and ISO-3166.

Any printable ASCII characters except |, &, and \. These are case sensitive. The maximum length is 64.

Agent Definition and Agent Profile can be edited on-screen.

Vacation Planner

Field Description Valid Values
vacationGroup ID of the Time Off Group to which the new agent is to be assigned. A Time Off Group must be defined in IEX WFM Integrated with this ID. Not used in changedAgent elements.

1-2147483647

Agent Definition and Agent Profile can be edited on-screen.
biddingDate Agent’s alternate seniority date.Must be a valid date.

Blank or any valid date formed by day, month, and year children.

Agent Definition and Agent Profile can be edited on-screen.
day Day of the biddingDate. 1-31
month Month of the biddingDate. 1-12
year Year of the biddingDate. Any year
biddingExt Agent’s alternate seniority extension. Must be an integer.

Blank or 0-999

Agent Definition and Agent Profile can be edited on-screen.
accrualDate Agent’s vacation accrual date. Must be a valid date.

Blank or any valid date formed by day, month, and year children.

Agent Definition and Agent Profile can be edited on-screen.
day Day of the accrualDate. 1-31
month Month of the accrualDate. 1-12
year Year of the accrualDate. Any year
daysVacWeek Number of vacation days in a week of vacation for the agent.

Blank or 0-7

Agent Definition and Agent Profile can be edited on-screen.
vacDayLengthList Contains the length of a vacation day for the days of the week. May be specified for as many days of the week as you would like.

Blank or 0-1440

Agent Definition and Agent Profile can be edited on-screen.
vacDayLength Contains the number of minutes of vacation the agent will get when he or she takes a full day of vacation on the specified day of the week.

Blank or 0-1440

Agent Definition and Agent Profile can be edited on-screen.
day
(attribute of vacDayLength)		 Day of the week for which the vacation day length is specified. Sun, Mon, Tue, Wed, Thu, Fri, Sat, or All. These values are case sensitive.

Agent Definition and Agent Profile can be edited on-screen.

The following information does not pertain to any data in IEX WFM Integrated and is not recorded in your IEX WFM Integrated system.

Field Description Valid Values
Recid Provided so you can assign a unique record ID to each change element in the XML file. You are responsible for ensuring the ID is unique or otherwise interpretable by your external system. Blank or any value

The following Vacation Planner information can be imported through the Import Vacation Summary:

  • Earned
  • Credited
  • Carryover from last year
  • Debited
  • Carryover to next year

The Planned value is system-populated from agent bidding and Future Exceptions. The Taken value is system populated from agent schedules. The remaining fields are system calculated.