Importing New Settings in Bulk

You can import new Agent routing settings in bulk. To import, you need to have a CSV file with the same columns that are displayed in the Preferred Agent Routing Entries tab. All the data contained within the columns will then become entries that apear in this tab.

To import new settings in bulk

1. Click the Import button. The Import Preferred Agent Routing dialog box appears.
   
   

   Open

   

    

2. Click Choose File to browse for your CSV file. The following columns MUST be part of the CSV file:

   • Caller's Number

   • Reference Number

   • Agent Assignment
     
     The following image is an example of a CSV file that can be used to import in preferred Agent settings in bulk.
     
     

     Open

     

      

3. Select Column headers are included if you have included a row of column headers in your CSV file and want that row to be ignored.

4. Select Clear preferred agent routing entries before import if you want the existing entries in the Preferred Agent Routing Entries tab to be removed so only the imported entries will appear in this tab once the import process is complete.

5. Click OK to proceed.

Import Validation

As the import process is executed, the system performs a series of validations:

1. The template format is CSV. Other formats are not supported.

2. The required fields in the import file are not empty:

   • Either Caller's Number OR Reference Number should have values. However, if one column is filled, the other one can be empty.

   • Agent Assignment should have values.

3. The Agent name indicated in the column Agent Assignment should correspond to the username of an Agent registered at the account.

4. If you selected the checkbox Column headers are included. the system checks that the CSV column headers are indeed not empty.
   Note: If the checkbox Column headers are included is selected but the Import file has NO column headers, the following list of exceptions appear:
   
   

    

5. If you DID NOT select the checkbox Clear preferred agent routing entries, the system checks that the indicated values for the columns Caller’s Number or Reference Number do not match existing values from the preferred Agent routing list. The system does not allow uploading duplicate records.

If during the validation process the system finds errors, then:

1. A popup with a list of exceptions appears. The system indicates the row and the error type. An example is shown below.
   
   

    

2. The system proceeds to import the rows that have NO errors.
   IMPORTANT:

   1. You MUST remember to select the checkbox Enable Agent access to add assignments in the tab Preferred Agent Routing Settings in order to add assignments. Otherwise, even if there are preferred agent routing rules in the tab Preferred Agent Routing Settings, the system will ignore the assignments and not route the rules.
      
      

       

   2. You WILL NOT be able to configure retention periods for routing rules using the import feature. The system applies the same period as indicated in the tab Preferred Agent Routing Settings.