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 consider a business attribute to be the container that holds a list of objects that have a common theme. You can define shared business attributes for the following objects:

• Caller ID
• Dispositions
• Case Data
• Toast Data

Let's take a look at how Henry, a contact center administrator, uses sharable business attributes.

He wants to create a list of Caller IDs that can be assigned to specific agents or agent groups, or maybe even to all users in his contact center. To do this, Henry first needs to create a Caller ID business attribute. Technically, he could create the business attribute on the Agent Group, Manage User, or Desktop Settings pages. In this case, he chooses to create a Caller ID business attribute on the Desktop Settings page.

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 opens and 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 Caller ID 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. However, at this point the business attribute doesn't contain any Caller IDs.

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.

Remember that this scenario demonstrates how to create a Caller ID business attribute, but the steps also apply to Dispositions, Case Data, and Toast Data.