Sharing Business Attributes in Agent Setup

In Agent Setup, you can define a business attribute to be shared at an agent, agent group, and global level. This means that you only need to create a business attribute once and it automatically populates in option lists where appropriate in Agent Setup.

You can define shared business attributes for the following objects:

• Caller ID
• Dispositions
• Case Data
• Toast Data

Consider this scenario:

Henry is a contact center administrator. He wants to create a list of Caller IDs that can be to assign to specific agents or agent groups, or maybe even to all users in your contact center.

What is a Caller ID?

A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call. You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows SalesForMore on the list of Caller IDs that an agent can select.

To view an example of Caller ID options in Agent Desktop, see How do I manually select a Caller Identification? in Workspace Web Edition Help.

Creating a Caller ID business attribute=

First, Henry needs to create a Caller ID business attribute. Technically, he could create the business attribute on the Agent Group or Desktop Settings pages. He chooses to create a Caller ID business attribute on the Desktop Settings page.

To access the Caller ID tab, Henry clicks Desktop Settings > Caller ID. Then he clicks the folder option to choose a folder into which the business attribute should go. In this case, there is only one folder, so it is the default selection.

Then Henry clicks the second drop-down list box and selects Add.

[+] Click here to learn about the other options in the list

The other options in the list are:

• None - This tells the system to not define any business attribute.
• Already configured Caller ID business attributes - These attributes were previously created on this page, or at the agent group level. This is benefit of shared business attributes. When the business attribute is created once, it populates where needed in other locations.

The Add Business Attribute window is displayed. Henry can now type the name of the business attribute. To be able to easily detect the purpose of the attribute, he prefixes the name with CallerID, for example, CallerID:Sales.

After he clicks OK, the new CallerID business attribute is displayed not only in the list on the Caller ID page, but also in the Caller ID list on the Agent Group and Add Agent pages.

Now that the business attribute is defined, Henry can populate the business attribute with a list of actual caller IDs. To do this, for each caller ID he wants to add, he clicks the Add icon to define the Name and the Display Name. He can add more than one Caller ID to the business attribute and he can organize the caller IDs into folders.