Import and Export Utility Guide - NP - 3.5

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Contents

NICE Perform® Release 3.5: Import and Export Utility Guide (Rev. A2)

5

Contents

1Introducing the Import/Export Utility 9

Building a Complete User Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10How an Import Task Functions: Merger vs. Replace. . . . . . . . . . . . . . . . . . . . . .11Environments that Require Special Consideration . . . . . . . . . . . . . . . . . . . . . . .13

Considerations for an Active Directory Environment . . . . . . . . . . . . . . . . . . . . .13Considerations for an Environment with Multiple Data Hubs (multi-site) . . . . . .13About Physical Switch Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

2Making it Happen 15

Which Workflow do I Need? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Workflow when Groups are Predefined in the Users Administrator . . . . . . . . .17Workflow when Groups are Defined in the Import File . . . . . . . . . . . . . . . . . . . .18Workflow for Editing Users from Previous Import Tasks . . . . . . . . . . . . . . . . . .19Workflow for Editing Users Defined in the Users Administrator . . . . . . . . . . . .20Workflow for Attaching Profiles in a SmartCenter Environment . . . . . . . . . . . .21

3Importing User Definitions 23

How to Import User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24Import Task Guidelines and Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Guidelines and Rules for Preparing User Records . . . . . . . . . . . . . . . . . . . . . .25Guidelines and Rules for Preparing Group Records . . . . . . . . . . . . . . . . . . . . .25Guidelines and Rules for Attaching Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Creating and Running an Import Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27Selecting Import Task Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

6 Contents


4Exporting User Definitions 35

Creating Export Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36Preparing an Export File to be Reimported . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Creating and Running an Export Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

5Working with Import/Export Tasks 43

Manually Running a Task at an Unscheduled Time. . . . . . . . . . . . . . . . . . . . . . .44Deleting Users or Groups using an Import Task . . . . . . . . . . . . . . . . . . . . . . . . .46Changing or Cancelling a Task Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47Editing Task Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48Viewing Import/Export Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Viewing Details of the Most Recently Run Import Task . . . . . . . . . . . . . . . . . . .51Reorganizing and Renaming Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

6Import and Export File Formats 55

XML Record Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56XML User Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57XML Agent Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62XML Group Member Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63XML Group Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64Sample XML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66

CSV Record Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67CSV Users Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69CSV Additional Agent Identities Record Format . . . . . . . . . . . . . . . . . . . . . . . .74CSV User Groups Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76CSV Groups Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Sample CSV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Missing vs. Blank Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79Samples from the Users Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

7 Contents


AKey Fields for Matching Records 85

Key Fields: user_id and group_id . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86Key Fields for Matching with Manual Records . . . . . . . . . . . . . . . . . . . . . . . . . .87

Key Fields for Matching Between Users and Manual Records . . . . . . . . . . . . . .87Key Fields for Matching Between Groups and Manual Records . . . . . . . . . . . .88

BOpening a CSV File in Excel 91

Index 95

Blank page for double-sided printing.

Chapter 1: Introducing the Import/Export Utility


9

1

Introducing the Import/Export UtilityNICE Perform provides a powerful tool for managing your user database.

The Import/Export utility provides you with the ability to Import user information and group hierarchy from an external source to your NICE Perform system. Files can be created off-site using a work force management system. Import tasks can be set to automatically run on a regular basis to update existing information. Import files can be in either XML or CSV format.

The Import/Export utility also provides you with the ability to Export user information and group hierarchy to an external file. This file can be edited if needed, and reimported to the same site, or imported to a different site for easy transfer of user databases between sites. Export files are created in CSV format. File format details are identical to Import file formats.

Organizations using NICE SmartCenter have a predefine Import task called Smart Center. This task is run on a predefined schedule and cannot be altered. To define and configure NICE SmartCenter, see the Integration with SmartCenter Guide.

A Schema file is provided with your system. The Schema file is located at:

...\Nice Systems\Applications\Tools\Importer Files Examples\

Summary reports detailing Import tasks and their status are available from the Reporter application in the User Administration Reports section. For details, see the Reporter Guide.

This guide describes how to import formatted data. For information about user definitions and group hierarchy, see the Users Administrator’s Guide.

Contents

Building a Complete User Database .............................................................................10

How an Import Task Functions: Merger vs. Replace................................................... 11

Environments that Require Special Consideration .....................................................13

pdf/Import_Export_Utility.pdf

10 Chapter 1: Introducing the Import/Export Utility


Building a Complete User Database

Building a Complete User DatabaseYour NICE Perform user database consists of the following:

• Users

• Groups

• Profiles

The Import/Export Utility is designed to import user details, including placing users in one or more groups as a member or a manager of the group. You can use it side-by-side with the Users Administrator to provide a complete user databases.

The first time you run an Import task to import your external file, you will be importing user records and group hierarchy. Users can be made members of groups via the user records. As part of the Import task, you can attach profiles to specific default groups only. The remaining profiles are attached to groups via the Users Administrator.

When you run an Import task against a database that contains users and groups which were added manually via the Users Administrator, the records on the source file are compare with the records in the database for an exact match using the key fields listed in Key Fields for Matching with Manual Records on page 87. If an exact match is found, the following occurs:

• The entire record in the source file replaces the one in the database.

• The user_id/group_id from the source file becomes part of the record. The user_id/group_id will be used to match with these records for all future updates. Records that were added manually through the Users Administrator do not have a user_id/group_id.

• The user/group is now treated as an imported user/group.

When you run an Import task against a database that contains users and groups which were added via an Import task, the records on the source file are compare with the records using the user_id or group_id. If a match is found, the following occurs:

• The entire record in the source file replaces the one in the database.

• All profiles directly attached to the group remain with the group.

• If the Import task results in a user switching between groups, the user will now inherit the profiles only from the new group.

• If the Import task results in a change in group structure, All profiles directly attached to each group will remain with the group. All inherited profiles will be lost; profiles will be inherited from the new structure.

User_id and group_id are fields that are unique for use with the Import/Export Utility. For a list of their characteristics, see Key Fields: user_id and group_id on page 86.

TIP: When matching between the source file and the existing database is done by user_id/group_id instead of by key fields, you gain the ability to edit fields, such as first and last name, that were used as key fields to make the initial match.



How an Import Task Functions: Merger vs. Replace

How an Import Task Functions: Merger vs. ReplaceThe file that is imported into the NICE Perform system will be referred to as the Source file.

The system differentiates (by an internal identification process) between users and groups that were entered into the system via the Users Administrator (manually) or via the Importer (imported) from a source file. Your user database is comprised of both sets of users/groups.

The first time you run an Import task, your source file will contain all the user and group definitions being imported. The source file for subsequent Import tasks can contain only new users/groups and updates to previously imported users/groups.

When creating a source file, you must assign each user and each group a unique User ID number. This User ID is used to match records for updating in subsequent Import tasks. User records that were entered manually, via the Users Administrator, do not have User IDs assigned to them.

Import tasks can be run in two modes:

• Merge - the source file contains only records to be added or updated. Users/groups that are on the current database and not on the source file remain as is. When updating an existing user/group, the old record is replaced with the new record from the source file. Therefore, the new record must contain all the details for the user/group definition and not just the updated fields.

• Replace - all previously imported user and group definitions are deleted and replaced with the ones in the new source file. Users/groups that were previously imported and that do not appear in the new source file are deleted. Users/groups created manually are not affected. When creating the Import task, select Users/groups not in the source file will be deleted.

Source file Import task

Users Administrator

User Database

Manually entered Users/Groups

Imported Users/Groups

WARNINGReplace mode is a very powerful option! User definitions that are deleted cannot be reinstated!



How an Import Task Functions: Merger vs. Replace

Comparison between Merge and Replace Mode

The following illustrates the results from running a Merge and a Replace task using the same input sources.

If a match is made between a record on the import file and a manually enter record, the database will be updated with the record from the import file and the record will now be considered an imported record.

Current New Source

Import User AImport User BManual Users

Import User A Import User AImport User C

ReplaceMerge

Import User CManual Users

Import User AImport User BImport User CManual Users

+ = or

Users

Group Hierarchy

Import Group A

Manual Group X

Manual Group Y

Import Group BImport Group A

Manual Group X

Manual Group Y

Import Group B

Database File

Current New SourceReplaceMerge+ = orDatabase File

Import Group B



Environments that Require Special Consideration

Environments that Require Special ConsiderationWhen you defined and configured your environment, there are several considerations that must be taken into account that will effect successfully using the Import/Export Utility. Refer to the relevant sections below.

• Considerations for an Active Directory Environment on page 13

• Considerations for an Environment with Multiple Data Hubs (multi-site) on page 13

• About Physical Switch Names on page 13

Considerations for an Active Directory Environment

When working in an Active Directory environment, the following applies:

• User password and login name are not updated. This is true even if the source file contains a password or login name change for a user.

• If the domain field is blank, or contains the name of a domain not defined in the system, the user definition will be added/updated. However, the user will not be able to log in to NICE Perform application.

Considerations for an Environment with Multiple Data Hubs (multi-site)

When working in an environment with multiple Data Hubs (multi-site), the following applies:

• The names of the Physical switches must be unique across all sites.

• The source file can contain users defined to different sites. When you create an Import task, you can select to read either the entire source file and update all Data Hubs, or to read only those entries defined for a specific Data Hub.

• The server where the Import task is defined must have full access to the location of the source file. If the source file is on a different server, the path given to define it must be an absolute path. Example: \\homeserver\shared\exp.csv or \\homeserver\c$\exp.csv.

About Physical Switch Names

When using the Import utility, Switch names must be unique. In an environment with multiple Data Hubs, switch names must be unique across all the Data Hubs. Duplicate switch names can cause a conflict and invalid updates.

Each physical switch has an ID number and name associated with it. The ID numbers are validated for uniqueness when they are created. However, switch names can be repeated.

For example, your site can have two physical switches defined as follows:

Switch ID Switch Name

First Physical Switch 1 Blue Switch

Second Physical Switch 2 Blue Switch



Environments that Require Special Consideration

The User database only identifies the switches by their name, not by their ID. Therefore, there will be confusion when running an Import task where more than one switch has the same name.

To avoid this, one of the physical switches must be renamed before running a Merge task.

Chapter 2: Making it Happen


15

2

Making it Happen The Import/Export Utility can be used in a variety of ways to help you build and maintain your user database in a way that is most compatible with you working environment.

Select the workflow that suits your current situation. You will be using different workflows at different times in your maintenance cycle.

All workflows are described in Which Workflow do I Need? on page 16.

Contents

Which Workflow do I Need? ..........................................................................................16

Workflow when Groups are Predefined in the Users Administrator..........................17

Workflow when Groups are Defined in the Import File ...............................................18

Workflow for Editing Users from Previous Import Tasks ...........................................19

Workflow for Editing Users Defined in the Users Administrator ...............................20

Workflow for Attaching Profiles in a SmartCenter Environment ...............................21

16 Chapter 2: Making it Happen


Which Workflow do I Need?

Which Workflow do I Need?

To get started, use one of the following workflows:

BEST PRACTICEThe following workflows discuss attaching profiles to groups. This is the Best Practice. In some exceptions, it becomes necessary to attach a profile directly to a user. Profiles attached directly to a user follow the same principles as profiles attached directly to a group when running an Import task. Meaning, the profile will stay attached to the user according to the user_id.

What you want to do Workflow Page

Build a user database and define group hierarchy in the Users Administrator.

Workflow when Groups are Predefined in the Users Administrator

17

Build a user database and define group hierarchy in the Import file.

Workflow when Groups are Defined in the Import File

18

Edit users from previous Import tasks. Matching records is done by user_id/group_id.

Workflow for Editing Users from Previous Import Tasks

19

Edit users or groups that were originally defined in the Users Administrator. This workflow assigns the necessary user_id/group_id to these records. You can use this workflow to edit any fields, including key fields.

Workflow for Editing Users Defined in the Users Administrator

20

Work in a SmartCenter environment. Workflow for Attaching Profiles in a SmartCenter Environment

21





Use this workflow if you are defining group hierarchy in the Users Administrator before importing your user database. Profiles are attached to groups in the Users Administrator.

In this workflow, you must work with CSV files. See Opening a CSV File in Excel on page 91 for information on preserving file integrity.

Advantages of this process:

• You can visually create your group structure using the drag-and-drop method.

• The coding necessary for the Import file is automatically generated during the Export task.

In the following flow you build your group structure and assign profiles in the Users Administrator before importing your users. Then, since imported users cannot become members in manually created groups, you will run an Export task to create a CSV file which can be imported back into the Users Administrator, turning your groups from manually created groups into imported groups.

To define group structure in the Users Administrator:

1. Create groups in the Users Administrator.

Do not add members to the groups. Members will be added via the Import/Export Utility.

2. Attach profiles to the groups in the Users Administrator.

Alternatively, profiles can be attached to the groups after the Import task is run.

3. Create and run an Export task. Select Existing Group definitions.

This will create a CSV file with Group IDs and Parent IDs for all groups. Use this file as a base when you create an Import file.

See Creating and Running an Export Task on page 37.

4. The Export task automatically generates a group_id for all groups entered manually into NICE Perform.

The system-generated group_id is xxx_<internal group ID>

Example: If a group’s internal ID is 123. In the Export file, the group_id will be xxx_123.

5. Prepare a CSV file for import.

Use the group records created in the CSV file from Step 3. When you add users, use the Group IDs already in the file. Profiles attached to groups in Step 2 will remain attached to the group.

For guidelines, see Import Task Guidelines and Rules on page 25.

For file formats, see CSV Record Overview on page 67.

6. Create and run an Import task.

See Creating and Running an Import Task on page 27.



Workflow when Groups are Defined in the Import File

Workflow when Groups are Defined in the Import FileUse this workflow if you are defining all users and group hierarchy in the Import file. Profiles are attached to groups in the Users Administrator.

In the following flow, you build your group structure and add users to groups as members using an XML or CSV file. You then run an Import task which adds this data to the NICE Perform database. After the Import task is complete, you attach Profiles to Groups directly in the Users Administrator.

Leading zeros in CSV files can get lost. See Opening a CSV File in Excel on page 91 for important information on preserving file integrity.

To build a user database from an Import file:

1. Prepare either a XML or CSV file.


For file formats, see Import and Export File Formats on page 55.

2. Create and run an Import task.

See Creating and Running an Import Task on page 27.

3. Attach profiles to groups in the Users Administrator.



Workflow for Editing Users from Previous Import Tasks

Workflow for Editing Users from Previous Import TasksUse this workflow to edit users from previous Import tasks. Matching records will be done by user_id/group_id.


Profiles are attached in the Users Administrator.

Leading zeros in CSV files can get lost. See Opening a CSV File in Excel on page 91 for important information on preserving file integrity.

To edit details for a user who was previously imported:

1. Prepare either an XML or CSV file for a Merge Import task.

This means that the user record already exists in the NICE database and you want to change some information.

Example: You want to change Mary Jane’s extension from 1234 to 5678.

Use these guidelines:

a. User records: The Import file must have the entire record, including the user_id, for any user whose details you are changing. The Import task will replace the entire record. Any fields that are left blank, will be deleted.

b. Group records: If the user is a member of a group, the Import file must also contain all relevant group definitions. Use the existing group_id.


For file formats, see Import and Export File Formats on page 55.

2. Create and Run an Import task. Select the following options:

• Import user definitions

• Import group definitions

• WARNING! Do not select Users/groups not in the source file will be deleted. If you select this option, you will delete all users/groups not being edited!

See Creating and Running an Import Task on page 27

3. Attach Profiles in the Users Administrator.

Do not select!





Use this workflow to edit users or groups that were originally defined in the Users Administrator.

Example: You need to change all Agent IDs from 5 digits to 6 digits.

In this workflow, you do not edit the records. This workflow assigns the necessary user_id/group_id to each record. You then edit the records using Workflow for Editing Users from Previous Import Tasks on page 19.


In the following flow you export the existing records, then add unique user_ids and group_ids and reimport them. You will work with a CSV file.

See Opening a CSV File in Excel on page 91 for information on preserving file integrity.

To assign user_id/group_id using a CSV file:

1. Create and run an Export task.

This will create a CSV file with User IDs and/or Group IDs and Parent IDs for all users and/or groups. Use this file as a base when you create an Import file.

See Creating and Running an Export Task on page 37.

2. The Export task automatically generates a user_id and group_id for all users and groups previously entered manually into NICE Perform.

The system-generated user_id for manually created users is xxx_<internal user ID>.

Example: If a user’s internal ID is 222. In the Export file, the user_id will be xxx_222.

The system-generated group_id for manually created groups is xxx_<internal group ID>.


3. Create and Run an Import task. Use the files from Step 1. Select the following options:

• Import user definitions

• Import group definitions

• WARNING! Do not select Users/groups not in the source file will be deleted. If you select this option, you will delete all users/groups not being edited!

See Creating and Running an Import Task on page 27

Users and groups will now have a user_id/group_id for future use.

4. To make changes, follow Workflow for Editing Users from Previous Import Tasks on page 19.

Do not select!



Workflow for Attaching Profiles in a SmartCenter Environment

Workflow for Attaching Profiles in a SmartCenter Environment

In a SmartCenter environment, Import tasks are prescheduled to run automatically. Use this workflow to attach profiles to groups in the Users Administrator. The following flow shows at what point you will attach profiles.

To define and configure NICE SmartCenter, see the Integration with SmartCenter Guide.

To attach profiles in a SmartCenter system:

1. Prescheduled, and without your intervention, the following happens daily:

a. IEX TotalView exports a file to the FTP site called Nice_agentInfo_.txt.

b. SmartCenter processes the Nice_agentInfo_.txt file and produces a CSV file suitable for the Import/Export Utility.

c. The Import/Export Utility runs an Import task using the CSV file to update the NICE Perform database.

2. What you must do: Create and attach profiles to groups in the Users Administrator. This is done manually on an as-needed basis, not daily.


Chapter 3: Importing User Definitions


23

3

Importing User DefinitionsImport tasks provide you with the ability to Import user information and group hierarchy from an external source to your NICE Perform system. Files can be created off-site using a work force management system. Import tasks can be set to automatically run on a regular basis to update existing information. Import files can be in either XML or CSV format. For file formats see Import and Export File Formats on page 55.

Organizations using NICE SmartCenter have a predefine Import task called Smart Center. This task is run on a predefined schedule and cannot be altered. To define and configure NICE SmartCenter, see the Integration with SmartCenter Guide.

A Schema file is provided with your system. The Schema file is located at:



Contents

How to Import User Definitions.....................................................................................24

Import Task Guidelines and Rules ................................................................................25Guidelines and Rules for Preparing User Records ....................................................25Guidelines and Rules for Preparing Group Records..................................................25Guidelines and Rules for Attaching Profiles...............................................................26

Creating and Running an Import Task..........................................................................27

Selecting Import Task Options ......................................................................................33

NOTE: This section describes how to import formatted data. For information about user definitions and group hierarchy, see the Users Administrator’s Guide.

24 Chapter 3: Importing User Definitions


How to Import User Definitions

How to Import User DefinitionsImporting user definitions requires several simple steps.

1. Prepare a file with your user and group definitions. File can be either XML or CSV format. See Import and Export File Formats on page 55.

2. Create an Import task. See Creating and Running an Import Task on page 27.

3. Run the defined task. See Manually Running a Task at an Unscheduled Time on page 44.

A log file is created of all import activities. See Viewing Import/Export Log Files on page 49.

You can also view details of the most recent run for each Import task. See Viewing Details of the Most Recently Run Import Task on page 51.

IMPORTANT If you are importing a file created by an Export task, see Preparing an Export File to be Reimported on page 36.



Import Task Guidelines and Rules

Import Task Guidelines and RulesUse the following guidelines and rules when preparing your Import file.

• Guidelines and Rules for Preparing User Records on page 25

• Guidelines and Rules for Preparing Group Records on page 25

• Guidelines and Rules for Attaching Profiles on page 26

Guidelines and Rules for Preparing User Records

Use the following guidelines and rules when preparing User records for your Import file

• Users are matched between the Import file and the existing database according specific key fields. See Key Fields for Matching Between Users and Manual Records on page 87.

• Users cannot be imported as members of a manually entered group.

• Each new user is assigned the default password, Nice1234. This must be changed the first time the user logs in to NICE Perform applications. All Password Options are copied from the Organization’s global Password Options. Passwords are case-sensitive!

• When adding a user to a group, the group record must be included in the source file, including all groups of which this group is a subgroup, all the way back to the root group.

Guidelines and Rules for Preparing Group Records

• Groups are matched between the Import file and the existing database according to specific key fields. See Key Fields for Matching Between Groups and Manual Records on page 88.

• Group structure (hierarchy) can be defined in the source file.

• When adding or updating a group, the group records for all groups of which this group is a subgroup, all the way back to the root group, must be included in the source file.

• If a match for a group name is found (including all the higher groups), the imported group will replace the manually entered group.

To add a user to Group B,Group B and Group A mustalso be in the Source file

To update Group B,Group A must also bein the Source file



Import Task Guidelines and Rules

• The hierarchy of imported groups cannot be changed in the Users Administrator.

• Manually created groups can be created as a subgroup of an imported group or moved to an imported group via the Users Administrator.

• If a manually created group is a subgroup of an imported group, and the imported group is deleted, the manually created group is also deleted. (Deleting a group does not delete the user definitions of the users in the deleted group.)

• Manually created groups cannot be deleted by an Import task, unless they are a subgroup of an imported group being deleted.

• It is possible to run a task where the hierarchy of groups previously defined are reversed.

For example: In the original task, Group B is a subgroup of Group A. In a subsequent task, Group A is a subgroup of Group B.

This is equivalent to using the drag-and-drop method in the Users Administrator to reorganize group hierarchy.

Use caution with this task because profile inheritance will be changed accordingly.

Guidelines and Rules for Attaching Profiles

• Profiles cannot be imported. Profiles must be defined in the Users Administrator.

• Profiles that exist in your NICE Perform database can only be attached to all the users, all the groups, or to all the group managers.

• Profiles can be attached to other groups only via the Users Administrator (manually).

• Profiles attached manually to a user or group will not be removed from the user/group if the user/group definition is updated by an Import task.

EXAMPLE: The following example illustrates reversing group hierarchy.In a first Import task, Group B is a subgroup of Group A. Two users are members of Group B. They automatically become members of Group A.In a subsequent Import task, Group A is a subgroup of Group B. The same two users are members of Group B. They are not members of Group A.



Creating and Running an Import Task

Creating and Running an Import TaskTo import user definitions from an external file to your user database, you create an Import task. Using the wizard, you do the following:

• Name the task for easy identification

• Select the task type (Import)

• Define the source file type and then select the source file and whether to import users and/or groups

• Select whether the task will delete unmatched records

• Select profiles to attach to new groups

• Run the task now, save the task to run at a later date, or define a schedule for repeated runs.

While creating an Import task, you will be presented with several options. It is important to understand how to select these options in combination. See Selecting Import Task Options on page 33.

To create an Import task:

1. Log in to the NICE Perform Application Suite. From the Administration menu, select System Administrator.

2. From the Settings menu, select Technician Mode.




3. In the Organization tree, click the Import/Export branch. The list of tasks appears.

Sites using NICE SmartCenter have a predefine Import task called Smart Center. This task is run on a predefined schedule and cannot be altered.

4. Click New. The New Import/Export Task Wizard starts.




5. Click Next. The Details window appears.

6. Enter the Name and a brief Description for the task. Then click Next. The Select a Task window appears.

7. Select Import from an external file. Then click Next. The File Selection window appears.




8. Select a Source File Type - select XML or CSV. Then browse to and select the location of the source file. The format (not the contents) of the source file will be verified at this point. For correct file format, see Import and Export File Formats on page 55.

9. See Selecting Import Task Options on page 33 before selecting the following three options.

a. Import user definitions - select this option to import user definitions from the import file.

b. Import group definitions - select this option to import group definitions from the import file.

c. Users/Groups not in the source file will be deleted - This is a very powerful option! See the Warning below before selecting this option! Select this option if your source file has the complete user/group file. This will cause all users/groups previously imported to the database and not on the source file to be deleted. See Deleting Users or Groups using an Import Task on page 46.

10. Change Select Site if your organization has more than one site and you want to import definitions from one site only.

IMPORTANT The server where the Import task is defined must have full access to the location of the source file. If the source file is on a different server, the path given to define it must be an absolute path. Example: \\homeserver\shared\exp.csv or \\homeserver\c$\exp.csv.

WARNINGDeleted user definitions cannot be reinstated! Do not select this option unless the source file contains the complete updated user/group file! Any updates made to individual records after the original run will be lost if the original definitions are used. Make sure to include all subsequent updates in your file.In a Multi Data Hub environment, if you select to update only one site and to delete all users/groups not in the source file, all previously imported users and groups in the sites not chosen will be deleted!




11. Click Next. The Profile Assignment window appears.

12. Use this window to assign profiles to groups as follows:

a. From the Elements list, select a group as follows:

Group Manager - attaches the selected profile to the Managers Profiles tab of each group.

‘Root’ Group - attaches the selected profile to the Profiles tab of the highest level group. These profiles are inherited by all groups in your organization and therefore to all users who are group members of any group. Users who are not members of any group will not inherit this profile.

‘All Users’ Group - attaches the selected profile to the Profiles tab of the All Users group. These profiles are inherited by all the users in your organization, including manually created users.

b. From the Profiles list, select a profile. Profiles shown are the profiles in your NICE Perform database.

c. Click Add. Your selection appears in the list.

The ‘Agent’ profile will be attached to the ‘All Users’ Group




d. Repeat Step 12 until all profiles are selected. Then click Next. The Schedule Task window appears.

To run this task now... To create a recurring schedule...

a. Click Next. a. Select Use the following schedule and complete the Set Schedule section. Then click Next.

b. Select Run this task now. Then click Finish.

c. Continue with Manually Running a Task at an Unscheduled Time on page 44.

Tasks that are not scheduled are saved and can be run as required.

b. Click Finish.

Tasks that are scheduled are saved and will run according to their schedules.

NOTE: After an Import task is run, exit from NICE Perform and log in again to see your changes.



Selecting Import Task Options

Selecting Import Task OptionsIn one of the steps of the wizard (shown below), you will be selecting several options. The following table describes how these options work in combination with each other and the data on your current database and new source file.

If an import record matches a manually created record according to all the key fields described in Key Fields for Matching with Manual Records on page 87, the manually created record is replaced with the import record. The new record will be selected as and behave as an imported record.

WARNING If you select Users/groups not in the source file will be deleted, the task will run in Replace mode!

Import Task OptionsRecord in Current database

Record in Source file

Results

X Add to database

X X Replace entire record

X Remains as is

X Add to database

X X Replace entire record

X Delete record (User records remain in the database and are selected as deleted. They cannot be reinstated!)



Selecting Import Task Options

X Users - add to databaseGroups - remain as is

X X Users - replace entire recordGroups - remain as is

X Users - remain as isGroups - remain as is

X Users - remain as isGroups - add to database

X X Users - remain as isGroups - replace entire record

X Users - remain as isGroups - remain as is

This combination will not produce results! An error message will appear in the Log file. You must select to import either user definitions, group definitions, or both.

X Users - add to databaseGroups -remain as is

X X Users - replace entire recordGroups -remain as is

X Users - delete record (User records remain in the database and are selected as deleted. They cannot be reinstated!)Groups -remain as is

X Users - remain as isGroups - add to database

X X Users - remain as isGroups - delete

X Users - remain as isGroups - delete group and all its subgroups (both imported and manually created)

Import Task Options (Continued)Record in Current database

Record in Source file

Results

Chapter 4: Exporting User Definitions


35

4

Exporting User Definitions Export tasks provide you with the ability to Export user information and group hierarchy to an external file. This file can be edited if needed, and imported back into the same site, or imported to a different site, allowing easy transfer of user databases between sites. Export files are created in CSV format. File format details are identical to Import file formats. For file formats see Import and Export File Formats on page 55.

Contents

Creating Export Files .....................................................................................................36Preparing an Export File to be Reimported................................................................36

Creating and Running an Export Task..........................................................................37

36 Chapter 4: Exporting User Definitions


Creating Export Files

Creating Export FilesExported files are created in CSV format only. The format of the exported files is identical to the import file formats, thus allowing you to reimport exported files. For specifics and limitations when reimporting an exported file, see Preparing an Export File to be Reimported on page 36.

The following tables are created in the export file according to the Export task definition.

Preparing an Export File to be Reimported

Exported files that will be imported back into NICE Perform must be prepared as follows:

• Data on imported files cannot contain commas ‘,’. If there were commas in the NICE Perform database, they will be copied to the export file. This file will not pass validation for importing into NICE Perform.

• The export file must be located on the same server as the NICE Perform Applications Suite. If it located on a different server, it must be in a folder with full sharing privileges and accessible to the Applications Server.

• Exported records contain an extra field that is not part of the regular record. It is called internal_user_id or internal_group_id and can safely be ignored.

• The Export task automatically generates a user_id and group_id for all users and groups previously entered manually into NICE Perform.

The user_id for manually created users is xxx_<internal user ID>.

Example: If a user’s internal ID is 222. In the Export file, the user_id will be xxx_222.

The group_id for manually created groups is xxx_<internal group ID>.


If you select... The following tables are created... For file formats see...

Users • Users

• Additional Agent Identities

(if Export Agents is selected)

• CSV Users Record Format on page 69

• CSV Additional Agent Identities Record Format on page 74

Groups • Groups • CSV Groups Record Format on page 77

Association • User Groups • CSV User Groups Record Format on page 76



Creating and Running an Export Task

Creating and Running an Export TaskTo export user definitions from your database to an external file, you create an Export task. Using the wizard, you define the following:

• Name the task for easy identification.

• Select the task type (Export).

• Define the export file and the location of the new exported file. All export files are in CSV file format.

• Run the task now, save the task to run at a later date, or define a schedule for repeated runs.

To create an Export task:

1. Open the System Administrator and select Technician Mode.





3. Click New. The New Import/Export Task Wizard starts.

4. Click Next. The Import Details window appears.

5. Enter the Name and a brief Description for the task. Then click Next. The Select a Task window appears.




6. Select Export to an external file. Then click Next. The File Selection window appears.

7. In the Export to File field, browse to and select the location of the source file.

8. In the Save As window, enter a File Name. The format of the new file will be CSV.

You must enter the file name in the Save As window!

9. Each User and Group record in the database has an internal flag indicating whether it was created manually or by an Import task. In the Export Content field, select which types of records to export.

10. Select one, two, or all three of the following options:

Export User Definitions - select this option to export user definitions. This option creates Users records and Additional Agent Identities records. For record format information, see CSV Users Record Format on page 69 and to CSV Additional Agent Identities Record Format on page 74.

Export Group Definitions - select this option to export group definitions. This option creates Groups records. For record format information, see CSV Groups Record Format on page 77.

Export Users Groups Associations - select this option to export which users are members in which groups and who is defined as a group manager. This option creates User Groups records. For record format information, see CSV User Groups Record Format on page 76.

11. To export only the latest changes, select Export Users Modified Since Last Export Run. This exports all user records modified since the last export run. All groups will be exported, since they are all needed to maintain group hierarchy.

12. If your organization has more than one site, you can select to export definitions from one site only. In the Export users from this site only, field, select a site.




13. Click Next.

14. If, in the previous wizard step, you selected Export Users, then the Export Users Options area is active. Select which types of user records to export.

15. If, in the previous wizard step, you selected Export Groups, then the Export Groups Options area is active. Click the Browse button to select which group to export. To export all groups, leave the default.

All of the selected group’s subgroups will also be exported. Groups that are not included in the subgroups of the selected group will not be exported.

16. Click Next.

The Schedule Task window appears.




To run this task now... To create a recurring schedule...

a. Click Next. a. Select Use the following schedule and complete the Set Schedule section. Then click Next.

b. Select Run this task now. Then click Finish.

c. Continue with Manually Running a Task at an Unscheduled Time on page 44.

Tasks that are not scheduled are saved and can be run as required.

b. Click Finish.

Tasks that are scheduled are saved and will run according to their schedules.


Chapter 5: Working with Import/Export Tasks


43

5

Working with Import/Export TasksAfter creating an import or Export task, there are several procedures that will help you maintain and customize your tasks as the needs of your organization change.


Contents

Manually Running a Task at an Unscheduled Time ....................................................44

Deleting Users or Groups using an Import Task .........................................................46

Changing or Cancelling a Task Schedule ....................................................................47

Editing Task Parameters ................................................................................................48

Viewing Import/Export Log Files...................................................................................49

Viewing Details of the Most Recently Run Import Task ..............................................51

Reorganizing and Renaming Groups ...........................................................................54

44 Chapter 5: Working with Import/Export Tasks


Manually Running a Task at an Unscheduled Time

Manually Running a Task at an Unscheduled TimeA task that has been defined can be run manually at any time, regardless of its schedule.

To run a task:

1. Log in to the NICE Perform Application Suite. From the Administration menu, select System Administrator.

2. From the Settings menu, select Technician Mode.


WARNINGReimporting the same user definitions from the Primary Data Hub (master site) to a Secondary Data Hub (secondary site), overrides any changes already made to the user definitions at the Secondary Data Hub.



Manually Running a Task at an Unscheduled Time

4. Select a task. Then click Run. The Run Task window appears.

5. Click Run. The task begins. This task takes a few minutes.

6. To view details of the task, see Viewing Details of the Most Recently Run Import Task on page 51.

TIP: • The Run Task window can be closed while the task is running; Click Close.

• To reopen the Run Task window, in the Status tab, click View Status.

Progress Bar



Deleting Users or Groups using an Import Task

Deleting Users or Groups using an Import TaskYou can run an Import task to delete users or groups that were created by a previously run Import task. Deleted user definitions remain in the database. They cannot be accessed or reinstated.

Manually created groups that are subgroups of an imported group will be deleted if the imported group is deleted.

Deleting a group definition does not delete the user definitions for the users of that group. The users remain active in the system, in the All Users group. Groups cannot be deleted using Merge mode.

To run a delete Import task, use Replace mode. You will need to create a source file containing all the latest user/group definitions that you want to keep. The source file can be created using an Export task, see Creating Export Files on page 36.

To delete users or groups using Replace mode:

1. Create an import source file which contains all the previously imported groups and users, excluding the ones to be deleted.

2. Close the import source file.

3. Create and run an Import task in Replace mode as follows: In the wizard, select Users/groups not in the source file will be deleted.

To delete users using Merge mode:

1. Create an import source file with the details of the user deleted. Set the status parameter to delete.

2. Close the import source file.

3. Create and run an Import task, in Merge mode as follows: Do not select Users/groups not in the source file will be delete.

WARNING Replace mode is very powerful! User definitions not on the source file will be deleted and cannot be reinstated!



Changing or Cancelling a Task Schedule

Changing or Cancelling a Task ScheduleA task schedule can be changed, cancelled, or disabled.

To change a task’s schedule:

1. Verify that you are working in Technician Mode: From the Settings menu, select Technician Mode.


3. Select a task. Then click the Schedule tab.

4. Select Use the following schedule.

5. Define the Schedule. Then click Save .

6. The new schedule becomes effective immediately.



Editing Task Parameters

Editing Task ParametersAll Task parameters can be edited as needed.

To edit task parameters:



3. Select a task. Import or Export tabs appear according to the task selected.

4. Click a tab and edit parameters. The parameters are identical to the parameters defined in the wizard when the task was created.

• For an explanation of Import task parameters, see Creating and Running an Import Task on page 27.

• For an explanation of Export task parameters, see Creating and Running an Export Task on page 37.

If you make changes to the Export Configuration tab, you must click Save to update the options on the Export Specification tab.

5. Click Save .



Viewing Import/Export Log Files

Viewing Import/Export Log FilesImport and Export activities are reported to a log file.

Log files can be viewed from within the Import/Export window, or directly from the serverbin file located at Program Files/.../NICE Systems/.../Applications/ServerBin.

To view the Import/Export log files:


2. In the Organization tree, click the Import branch. The list of tasks appears.

3. Click Log Files. The list of Import log files appears.



Viewing Import/Export Log Files

4. Select a log file. Then click OK. The Import Log Contents appears.

5. View the contents of the log file. Click Close to close the log contents window.



Viewing Details of the Most Recently Run Import Task

Viewing Details of the Most Recently Run Import Task You can view a log file of all updates that occurred from the most recently run Import task in the Last Run Details window.

The Last Run Details window is divided into three sections:

• Users - All users added, modified, or deleted in the last run of the selected task.

• Groups - All groups added, modified, or deleted in the last run of the selected task.

• User-Group Associations - The status of all users added to or removed from groups in the last run of the selected task.




To open the Last Run Details window:


2. Select an Import task and click Last Run Details.

If you select an Export task, the Last Run Details button is disabled.




The Import Run Details window appears.

The External ID column displays the value of the user_id for users, and the ID for groups. It is a user defined unique key. For more information, see Import and Export File Formats on page 55.

The Last Run Details window is divided into three sections:

• Users - All users added, modified, or deleted in the last run of the selected task.

• Groups - All groups added, modified, or deleted in the last run of the selected task.

• User-Group Associations - The status of all users added to or removed from groups in the last run of the selected task. The External ID in this section is a combination of the user_id (of the user) and ID (of the group).

3. To sort by column, click the column heading. All records will remain within their section.

4. To filter the list and show only selected entries, roll the mouse over the column heading until the filter icon appears . Click the filter icon and select a value. All records will remain within their section.

5. To collapse a section, click in its heading.

6. Click Close to close the log contents window.



Reorganizing and Renaming Groups

Reorganizing and Renaming GroupsAs your organization changes, you will find the need to change your group structure or group names. You can make these changes and still keep all the profiles attached to the group by using the group_id. The group_id is used to match between the source file with your new changes and the existing database. Profiles attached in the existing database will stay attached to the group, even if you change the group’s name or hierarchy, as long as the group_id remains the same.

Example:

A. The ABC company is building it’s database and begins with the following structure:

B. As the company grows, management decides to give the groups logical names. A second Import task is run with the new names.

Since groups are identified by their ID, profiles attached to Group A will stay with the Sales group since they have the same ID, profiles attached to Group B will stay with the Refunds group since they have the same ID, and so on.

C. Further along, management decides that Refunds should not be a subgroup of Sales, but instead a group at the same level. A third Import task is run with Refunds at the new level. All profiles attached directly to Refunds will remain with the group. Any profiles that Refunds inherited from Sales will be lost.

TIP: Groups in the Organization tree appear in alphabetical order. Therefore, if you rename a group, the order in which they appear can change.

will produces the following

The group tree now looks like this

Updated fields

The group tree now looks like this

Updated field

Chapter 6: Import and Export File Formats


55

6

Import and Export File FormatsImporting user definitions using an Import task requires either an XML or CSV file formatted to specific specifications. User databases can be created using a work force management system. This section provides file formats and sample files. Use the Schema file provided with your system and this section as a guide. Schema files are located at:...\Nice Systems\Applications\Tools\Importer Files Examples\

The source file you create must be located on the host computer where the NICE Perform Applications Suite is installed.

Contents

XML Record Overview....................................................................................................56XML User Record Format ..........................................................................................57XML Agent Record Format ........................................................................................62XML Group Member Record Format..........................................................................63XML Group Record Format........................................................................................64Sample XML File........................................................................................................66

CSV Record Overview....................................................................................................67CSV Users Record Format ........................................................................................69CSV Additional Agent Identities Record Format ........................................................74CSV User Groups Record Format .............................................................................76CSV Groups Record Format ......................................................................................77Sample CSV File........................................................................................................78

Missing vs. Blank Fields ................................................................................................79

Samples from the Users Administrator ........................................................................80

IMPORTANT • If the source file (import or export) is not located on the same server as the NICE Perform

Applications Suite, it must be in a folder with full sharing privileges and accessible to the Applications Server.

• Each physical switch must have a unique name. In a Multi Data Hub environment, physical switch names must be unique across all sites.

56 Chapter 6: Import and Export File Formats


XML Record Overview

XML Record Overview

There are two types of users. Each user can be defined as one or both types of users. The two types of users are:

• System users - anyone who logs in to any of the NICE Perform applications.

• Agents - anyone whose interactions are recorded.

Each user requires a single record as follows:

• The basics of the user definition as described in XML User Record Format on page 57.

• To define the user as a system user, add the user_name field to the user record. See field 5 on page 58.

• To define the user as an agent, add XML Agent Record Format on page 62.

• To define a group, add XML Group Record Format on page 64.

• To add the user to a group as a group member, add XML Group Member Record Format on page 63.

• To define the users as a group manager, add the is_manager field to the group member format. See field 2 on page 63.

A Schema file is provided with your system. It is located at:


For a sample record, see Sample XML File on page 66.

NOTE: If an optional field is missing from the source file, the current value in the User database will remain unchanged.If an optional field is left blank, the current value in the User database will be deleted.For more information, see Missing vs. Blank Fields on page 79.



XML Record Overview

XML User Record Format

Following is the format for defining each user (agents and system users). Field names are case-sensitive and should not contain capitals!

If an optional field is missing from the source file, the current value in the User database will remain unchanged.

If an optional field is left blank, the current value in the User database will be deleted.

For more information, see Missing vs. Blank Fields on page 79.

IMPORTANT All the existing user information must be included in the record! Individual fields are not updated; entire records are replaced!Example: You are changing only the user’s department. You must include the information in all of the other fields.

XML User Record Format

Field Number Field Name Type Description Comments

1(required)

user_id Alphanumeric

User defined unique key identifying the user record.Commas are not allowed.This value appears as the External ID in the Last Run Details window.

You must assign this ID number when creating the user definition for the first time. Each subsequent run will use this field to match updates for this user.The value in this field cannot be changed for the user in a subsequent run.If a user is deleted from the system, you cannot reuse their user ID.This is an internal value not viewable in the Users Administrator application. It is used only for Import tasks.

2(required)

first_name Text User’s first name

3(optional)

middle_name Text User’s middle name See Missing vs. Blank Fields on page 79.

4(required)

last_name Text User’s last name



XML Record Overview

5(required for system users)

user_name Text This field identifies the user as a system user in environments using NICE Perform authentication.In an Active Directory environment, to create a system user, enter the Windows OS login.

This is the Login Name that appears in the System Users tab of the User definition. If left blank, the following will happen:New users will not be defined as System Users. Users being modified will no longer be System Users.The user_name must be unique in both the source file and the NICE Perform database.

6(optional)

password Text For System User login

This field is not recognized in an Active Directory environment.If left blank, the following will happen:New users will receive the default password, Nice1234. Users being modified will keep their existing passwords.If this field contains an invalid password, it will be accepted and a warning message will appear in the log file.Passwords are case-sensitive.

7(required)

os_login Text User login name for the Windows XP operating system

This is the Windows User Name that appears in the General tab of the User definition.

XML User Record Format (Continued)




XML Record Overview

8(required)

status Text Agent Status: True or ActiveFalse or InactiveDeleted

Either word, true or active, or false or inactive are recognized.Users with deleted status cannot later be changed to true/active or false/inactive status. See the Users Administrator Guide for a complete explanation and limitations of deleted users.

9(optional)

department Text User’s department If the department entered here is not defined in the Lists Editor, it will automatically be added to the list of departments.See Missing vs. Blank Fields on page 79.

10(optional)

location Text Agent's building location

See Missing vs. Blank Fields on page 79.

11(required)

site Text The name of the site where the user is defined in the System AdministratorThis must be identical to the site name that appears in the System Administrator

The site name of the user definition cannot be changed after it is defined. If the site name entered is not defined in the System Administrator, then the user definition will not be imported.

12(optional)

job_class Text User’s job class If the job class entered here is not defined in the Lists Editor, it will automatically be added to the list of job classes.See Missing vs. Blank Fields on page 79.





XML Record Overview

13(optional)

job_skill Text User’s job skill If the job skill entered here is not defined in the Lists Editor, it will automatically be added to the list of job skills.See Missing vs. Blank Fields on page 79.

14(optional)

job_function Text User’s job function If the job function entered here is not defined in the Lists Editor, it will automatically be added to the list of job functions.See Missing vs. Blank Fields on page 79.

15(optional)

email_address Text User’s email address


16(optional)

hire_date Date User’s date of hire Date format is according to the regional settings of the Applications server.See Missing vs. Blank Fields on page 79.

17(optional)

graduation_date Date User’s date of graduation

Date format is according to the regional settings of the Applications server.See Missing vs. Blank Fields on page 79.

18(optional)

graduation_score Numeric User’s graduation score


19(optional)

domain Text The name of the domain where the user is defined

Required in an Active Directory environment.If missing, the user record will be added. However, the user will not be able to log in to the system in an Active Directory environment.See Missing vs. Blank Fields on page 79.





XML Record Overview

20(optional)

agent_identification Text Used to identify agent’s for screen recordings

Necessary for screen recording.See Missing vs. Blank Fields on page 79.





XML Record Overview

XML Agent Record Format

Each agent must have a unique Agent Identity. The Agent Identity consists of a switch and either an agent_id, extension, email, or alias (chat). Agents can have more than one Agent Identity.

To define a user as an agent, define UserAgents as follows. Field names are case-sensitive and should not contain capitals!



IMPORTANT Each physical switch must have a unique name. In an environment with multiple Data Hubs, physical switch names must be unique across all sites. See About Physical Switch Names on page 13.

XML Agent Record Format


1 switch Text The name of the physical switch on which the user is defined as an agent

These fields define the Agent Identity. They appear in the Users Administrator, User definition, Agents tab. See About Physical Switch Names on page 13.

2(optional)

agent_id

-or-

Numeric The Agent ID of the user as defined on the switch

One of the following fields must be provided:1. agent_id2. extension3. email4. aliasIf more than one field is filled, only the one with the highest priority, according to the list above, will be used. The rest will be ignored. To define more than one type of agent identity, add another Agent Record.See Missing vs. Blank Fields on page 79.

3(optional)

extension

-or-

Numeric The agent’s extension

4(optional)

email

-or-

Text Email address used by the agent if the agent communicates by email

5(optional)

alias (chat) Text The agent’s chat name



XML Record Overview

XML Group Member Record Format

To define a user as a member in a group, define UserGroups as follows. Field names are case-sensitive and should not contain capitals!

XML Group Member Record Format


1 id Alphanumeric

User defined unique key identifying the group of which the agent is a member.Commas are not allowed.This value appears as the External ID in the Last Run Details window.

You must assign this ID number when creating the group definition for the first time. Each subsequent run will use this field to match updates for this group and to create hierarchal connections.The value in this field cannot be changed for the user in a subsequent run.This value is for internal use only. However, it does appear in the Description field of the Group definition in the Users Administrator.This number must be unique across all the sites.Links to id in the XML Group Record Format on page 64.

2 is_manager Numeric Defines the user as a manager of this group1 = Manager0 = Not a manager



XML Record Overview

XML Group Record Format

Each Group requires one record in the following format. To define group hierarchy, nest the group definitions in the XML file. Field names are case-sensitive and should not contain capitals!



IMPORTANTThe Importer does not import partial group structures. The entire list of groups and the entire group hierarchy must be in the source file when importing group definitions.

XML Group Record Format


1 name Text Name of the group This is the Group Name that appears in the General tab of the Group definition and in the Users Administrator organization tree.

2(required)

id Alphanumeric

User defined unique key identifying the group.Commas are not allowed.This value appears as the External ID in the Last Run Details window.

You must assign this ID number when creating the group definition for the first time. Each subsequent run will use this field to match updates for this group.The value in this field cannot be changed for the group in a subsequent run.This value is for internal use only. However, it does appear in the Description field of the Group definition in the Users Administrator.Must be unique across all the sites. Links to id in the XML Group Member Record Format on page 63.



XML Record Overview

3(optional)

level Numeric Indicates the group hierarchy

For the highest level group (directly under the root group), assign level=0.See Missing vs. Blank Fields on page 79.

XML Group Record Format (Continued)




XML Record Overview

Sample XML File

Following is a sample formatted XML file ready for use with the Importer. You can use the Schema file provided with your system. The Schema file is located at:


NOTE: Samples from the Users Administrator of records created with this file are shown in Samples from the Users Administrator on page 80.



CSV Record Overview

CSV Record Overview

The CSV files have one record per agent/user. There are four different formats within the record. Each is described in this section.

There are two types of users. Each user can be defined as one or both types of users. The two types of users are:

• System users - anyone who logs in to any of the NICE Perform applications.

• Agents - anyone whose interactions are recorded.

Each user requires a single record as follows:

• The basics of the user definition as described in CSV Users Record Format on page 69.

• To define the user as a system user, define the user_name and password fields. See fields 5 and 6 on page 70.

• To define the first agent identity for the user, define fields 21 and 22 on page 73.

• To define more than one agent identity for an agent, add additional agent records as defined in CSV Additional Agent Identities Record Format on page 74.

• To define a group, add a record as described in CSV Groups Record Format on page 77.

• To add the user to a group as a group member, add a record as described in CSV User Groups Record Format on page 76.

• To define a user as a group manager, define the is_manager field. See field 3 on page 76.

A Schema file is provided with your system. It is located at:


For a sample record, see Sample CSV File on page 78.

WARNING If you open CSV files using Microsoft Excel, leading zeros will be lost! See Opening a CSV File in Excel on page 91 for important information on preserving leading zeros.



CSV Record Overview

IMPORTANT • Fields are identified by their name at the top of the column, not by their position.

• If a field is left empty for all records, then its column can be removed.

• If one of the optional fields (such as middle_name or department) is left blank and the column appears, the current value in the user record will be deleted. If the entire column does not appear, the values for these fields will remain unchanged in the user records. See Missing vs. Blank Fields on page 79.

• Data on imported CSV files cannot contain commas ‘,’. Files containing commas in the text will not pass the format verification step of the Import task. (This occurs in Step 1 of the New Import Task Wizard when you select the file.) This includes files that were created as a result of an Export task. Files are also verified each time an Import task is run. (XML file formats can contain commas.)



CSV Record Overview

CSV Users Record Format

One Users Record must be defined for each user (agent and/or system user). Field names are case-sensitive and should not contain capitals! The order of the columns is not important. Each field is recognized by its column heading.

IMPORTANT For all optional fields, the following applies:

• If a value for this field is not being supplied for any of the records, you can remove the entire column from the record.

• If one of the optional fields is left blank and the column appears, the current value in the user record will be deleted. If the entire column does not appear, the values for these fields will remain unchanged in the user records.

See Missing vs. Blank Fields on page 79.Example: Existing users Cindy and Daphne are both part of the Sales department. Each has the value “Sales” in their department field prior to the Import task. In the Import file, the Department column appears. Cindy has the value “Sales” in the Department column. Daphne has no value in that column. After the Import task is run, Cindy will still have the value “Sales” in the Department field. Daphne’s Department will be blank.If this same Import file was used without the Department column, both Cindy and Daphne will still have the value “Sales” in their respective Department fields.

TIP: For files that were created using an Export task, these records are created when the Export User Definitions option is selected in the Export task. See Step 10 on page 39.

CSV Users Record Format


1(required)


User defined unique key identifying the user record.Commas are not allowed.This value appears as the External ID in the Last Run Details window.Commas are not allowed.

This is an internal value not viewable in the Users Administrator application. The value in this field cannot be changed for the user in a subsequent run.This value is used to connect the User in this record with Additional Agent Identities records (see user_id on page 75) and with User Groups records (see user_id on page 76).



CSV Record Overview

2(required)

first_name Text User’s first name

3(optional)

middle_name Text User’s middle name See Missing vs. Blank Fields on page 79.

4(required)

last_name Text User’s last name

5(required for system users)

user_name Text This field identifies the user as a system user in environments using NICE Perform authentication.In an Active Directory environment, to create a system user, enter the Windows OS login.

This is the Login Name that appears in the System Users tab of the User definition. If the user is only an agent, and not a system user, remove this parameter from the user definition.The user_name must be unique in both the source file and the NICE Perform database.See Missing vs. Blank Fields on page 79.

6(optional)

password Text For System User login

If you are not supplying a new password, new users will receive the default password, Nice1234. Users being modified will keep their existing passwords.Not recognized in an Active Directory environment.If this field contains an invalid password, it will be accepted and a warning message will appear in the log file.Passwords are case-sensitive.

CSV Users Record Format (Continued)




CSV Record Overview

7(required)

os_login Text User login name for the Windows XP operating system

This is the Windows User Name that appears in the General tab of the User definition.

8(required)

status Text Agent Status: True or ActiveFalse or InactiveDeleted

Users with deleted status cannot later be changed to true/active or false/inactive status. See the Users Administrator Guide for a complete explanation and limitations of deleted users.

9(optional)

department Text User’s department If the department entered here is not defined in the Lists Editor, it will automatically be added to the list of departments.See Missing vs. Blank Fields on page 79.

10(optional)

location Text Agent's building location


11(required)

site Text The name of the site where the user is defined in the System Administrator.This must be identical to the site name that appears in the System Administrator

The site name of the user definition cannot be changed after it is defined. If the site name entered is not defined in the System Administrator, then the user definition will not be imported.

12(optional)

job_class Text User’s job class If the job class entered here is not defined in the Lists Editor, it will automatically be added to the list of job classes.See Missing vs. Blank Fields on page 79.





CSV Record Overview

13(optional)

job_skill Text User’s job skill If the job skill entered here is not defined in the Lists Editor, it will automatically be added to the list of job skills.See Missing vs. Blank Fields on page 79.

14(optional)

job_function Text User’s job function If the job function entered here is not defined in the Lists Editor, it will automatically be added to the list of job functions.See Missing vs. Blank Fields on page 79.

15(optional)

email_address Text User’s email address


16(optional)

hire_date Date User’s date of hire Date format is according to the regional settings of the Applications server.See Missing vs. Blank Fields on page 79.

17(optional)

graduation_date Date User’s date of graduation

Date format is according to the regional settings of the Applications server.See Missing vs. Blank Fields on page 79.

18(optional)

graduation_score Numeric User’s graduation score


19(optional)

domain Text The name of the domain where the user is defined

Required in an Active Directory environment.If missing, the user record will be added. However, the user will not be able to log in to the system in an Active Directory environment.





CSV Record Overview

20(optional)

agent_identification Text Used to identify agent’s for screen recordings

Necessary for screen recordings.See Missing vs. Blank Fields on page 79.

21(optional)

switch Text The name of the physical switch on which the user is defined as an agent

These fields define the Agent Identity. They appear in the Users Administrator, User definition, Agents tab. See About Physical Switch Names on page 13.

22(optional)

agent_id

-or-


One of the following fields must be provided:1. agent_id2. extension3. email4. aliasIf more than one field is filled, only the one with the highest priority, according to the list above, will be used. The rest will be ignored. If an agent has only one identity, it can be defined here, or separately in the CSV Additional Agent Identities Record Format on page 74.To define more than one type of agent identity, see CSV Additional Agent Identities Record Format on page 74.See Missing vs. Blank Fields on page 79.

23(optional)

extension

-or-


24(optional)

email

-or-


25(optional)






CSV Record Overview

CSV Additional Agent Identities Record Format

Each agent must have a unique Agent Identity. The Agent Identity is made up of the switch and either an agent_id or an extension. If both the agent_id and extension fields are filled, then the agent_id is used for the Agent Identity. Each agent can have more than one Agent Identity.

If an agent has more than one Agent Identity, create an Additional Agent Identities record for each agent identity. If an agent has only one identity, it can be defined as part of the CSV Users Record Format on page 69 (define fields 21 and 22 or 23) or you can add a single Additional Agent Identities record. Field names are case-sensitive and should not contain capitals! The order of the columns is not important. Each field is recognized by its column heading.

IMPORTANT For all optional fields, the following applies:

• If a value for this field is not being supplied for any of the records, you can remove the entire column from the record.

• If one of the optional fields is left blank and the column appears, the current value in the user record will be deleted. If the entire column does not appear, the values for these fields will remain unchanged in the user records.

See Missing vs. Blank Fields on page 79.Example: Existing users Cindy and Daphne are both part of the Sales department. Each has the value “Sales” in their department field prior to the Import task. In the Import file, the Department column appears. Cindy has the value “Sales” in the Department column. Daphne has no value in that column. After the Import task is run, Cindy will still have the value “Sales” in the Department field. Daphne’s Department will be blank.If this same Import file was used without the Department column, both Cindy and Daphne will still have the value “Sales” in their respective Department field.

TIP: For files that were created using an Export task, these records are created when the Export User Definitions option is selected in the Export task and you select Export Agents. See Step 10 on page 39 and Step 14 on page 40.



CSV Record Overview

CSV Additional Agent Identities Record Format


1(required)



Identical to user_id on page 69.

22(optional)

agent_id

-or-


One of the following fields must be provided:1. agent_id2. extension3. email4. aliasIf more than one field is filled, only the one with the highest priority, according to the list above, will be used. The rest will be ignored. If an agent has only one identity, it can be defined here, or in the CSV Users Record Format on page 69.To define more than one type of agent identity, add additional Agent Identities Records.See Missing vs. Blank Fields on page 79.

23(optional)

extension

-or-


24(optional)

email

-or-


25(optional)




CSV Record Overview

CSV User Groups Record Format

To add a user to a group, create a User Groups record. When adding this record, all fields are required! Do not leave fields empty! Field names are case-sensitive and should not contain capitals! The order of the columns is not important. Each field is recognized by its column heading.

TIP: For files that were created using an Export task, these records are created when the Export Users Groups Associations option is selected in the Export task. See Step 10 on page 39.

CSV User Group Record Format


1(required)



Identical to user_id on page 69.

2(required)

group_id Alphanumeric

The unique number of the group of which the agent is a member.Commas are not allowed.

Must be identical to id in the CSV Groups Record Format on page 77.

3(required)

is_manager Numeric Defines the user as a manager of this group1 = Manager0 = Not a manager



CSV Record Overview

CSV Groups Record Format

Each Group requires one record in the following format. To define group hierarchy, place the ID value in the parent_id value. When adding this record, all fields are required! Do not leave fields empty! Field names are case-sensitive and should not contain capitals! The order of the columns is not important. Each field is recognized by its column heading.

TIP: For files that were created using an Export task, these records are created when the Export Group Definitions option is selected in the Export task. See Step 10 on page 39.

CSV Groups Record Format


1(required)

name Text Name of the group This is the Group Name that appears in the General tab of the Group definition and in the Users Administrator organization tree.

2(required)

id Alphanumeric

User defined unique key identifying the group.Commas are not allowed.This value appears as the External ID in the Last Run Details window.

This value is for internal use only. However, it does appear in the Description field of the Group definition in the Users Administrator.The value in this field cannot be changed for the group in a subsequent run.Use this field to add users to the group. See group_id in the CSV User Groups Record Format on page 76.

3(required)

parent_id Numeric Represents the parent of this group in the hierarchical tree. The parent_id is taken from the field id in the CSV file.

Use id in this record for this value. For the highest level group (directly under the root group), assign parent_id = -1.



CSV Record Overview

Sample CSV File

Following is a sample CSV file shown in a Microsoft Excel worksheet. In this sample, rows 1, 2, 7, 8, 11, 12, 16, and 17 contain keywords. As you add records to your file, the position of these rows will change, however, the keywords must remain, as is, to identify the information following them.

You can use the Schema file provided with your system. The Schema file is located at:


Samples from the Users Administrator of records created with this file are shown in Samples from the Users Administrator on page 80.

WARNING If you open CSV files using Microsoft Excel, leading zeros will be lost! See Opening a CSV File in Excel on page 91 for important information on preserving leading zeros.

IMPORTANT • Fields are identified by their name at the top of the column, not by their position.

• Fields that are not required can be left empty. If a field is left empty for all records, then its column can be removed.

• If one of the optional fields (such as middle_name or department) is left blank and the column appears, the current value in the user record will be deleted. If the entire column does not appear, the values for these fields will remain unchanged in the user records.



Missing vs. Blank Fields

Missing vs. Blank FieldsOptional fields in the database can be either missing or left blank in an input source file.

The following rules apply for optional fields in update records. (If an optional field is missing or blank in a new record, the value will remain blank.)

• If an optional field is missing from the source file, the current value in the User database will remain unchanged.

• If an optional field is left blank, the current value in the User database will be deleted.

What is a blank field and what is a missing field?

In a CSV file:

• If a column heading does not appear, then that field is missing from all the records.

• If a column heading appears, in any row that does not contain a value, the field is blank for that record.

In an XML file:

• If a field (attribute) does not appear, then that field is missing for that record.

• If a field (attribute) appears without a value, then that field is blank for that record.

EXAMPLE: Agent Ann Jones exists in the current User database and has the value ‘New Accounts’ in the Department field.You run an Import task to change Ann Jones to Ann Jenson. The value of the Department field can be one of the following:

• If the Department field appears in the update record with the value ‘New Accounts’, Anne Jenson will still have the ‘New Accounts’ Department.

• If the Department field is missing from the update record, Anne Jenson will still have the ‘New Accounts’ Department.

• If the Department field appears in the update record and is left blank, Anne Jenson will have no value in the Department field.



Samples from the Users Administrator

Samples from the Users AdministratorFollowing are some sample screens showing how the data defined in Sample XML File on page 66 and Sample CSV File on page 78 appears in the Users Administrator.

Users Administrator - Group hierarchy and Group definition, General tab

This group is defined in one of the following records:

XML Group Record Format on page 64

-or-

CSV Groups Record Format on page 77

The description is the value of the id field.

Cindy Collins is designated a manager in one of the following records:

XML Group Member Record Format on page 63

-or-

CSV User Groups Record Format on page 76




Users Administrator - All Users list

These users are defined in one of the following records:

XML User Record Format on page 57

-or-

CSV Users Record Format on page 69

Users Administrator - User definition, General tab

The information in the General tab is defined in one of the following records:


-or-





Users Administrator - User definition, Details tab

The information in the Details tab is defined in one of the following records:


-or-


Users Administrator - User definition, System User tab

The information in the System User tab is defined in one of the following records:


-or-





Users Administrator - User definition, Agent tab

To define a User as an Agent, define one of the following records:

XML Agent Record Format on page 62

-or-


To define additional Agent Identities for a user, define one of the following records:

XML Agent Record Format on page 62 (define one record for each Agent Identity)

-or-

CSV Additional Agent Identities Record Format on page 74


Appendix A: Key Fields for Matching Records


85

A

Key Fields for Matching RecordsWhen editing data, or adding additional records, the Import/Export Utility uses a unique internal ID for matching between your existing database and your new records. This allows you to edit all fields, including those that would normally be used to make a match between records. Characteristics of the unique IDs are listed in Key Fields: user_id and group_id on page 86.

Records that are added to your database via the Users Administrator do not have this unique ID. When, via an Import task, you want to edit them or you happen to add a similar record, there are key fields that are used for making a match. These are listed in Key Fields for Matching with Manual Records on page 87.

Contents

Key Fields: user_id and group_id.................................................................................86

Key Fields for Matching with Manual Records ............................................................87Key Fields for Matching Between Users and Manual Records ..................................87Key Fields for Matching Between Groups and Manual Records................................88

86 Appendix A: Key Fields for Matching Records


Key Fields: user_id and group_id

Key Fields: user_id and group_idUser_id and group_id are internal fields used only by the Import/Export Utility to match records between the source file and your existing database.

Whenever the user_id and group_id are used, you can edit all fields in a record, including other key fields such as name or extension.

Profiles attached to groups in the Users Administrator will stay with the group even if you rename or move the group because of their association with the group_id.

User_id has the following characteristics:

• User_id is a unique ID number assigned by you when you import user records.

• Users who were added manually through the Users Administrator do not have a user_id. If they are exported via an Export Task, they are assigned a system-generated user_id.

• In an multi-site environment, user_id must be unique across all sites.

• User_id cannot be viewed or accessed in the Users Administrator or in any other NICE Perform application.

• Each user maintains the same user_id in both Import files and Export files.

• The user_id used by the Importer bears no relation to the iUserId in tblUser, tblAgent, or any other table in the NICE Perform databases.

• If a user is deleted from the system, you cannot reuse their user_id.

Group_id has the following characteristics:

• Group_id is a unique ID number assigned by you when you create group records.

• Group that were added manually via the Users Administrator do not have a group_id. If they are exported via an Export Task, they are assigned a system-generated group_id.

• In an multi-site environment, group_id must be unique across all sites.

• Group_id appears in the Description field of the Group definition in the Users Administrator.

• Each group maintains the same group_id in both Import files and Export files.

• The group_id used by the Importer bears no relation to any field in the NICE Perform databases.

• If a group is deleted from the system, you cannot reuse its group_id.

NOTE: Group_id is also called id in group records. This is referring to the same field.



Key Fields for Matching with Manual Records

Key Fields for Matching with Manual RecordsRecords that are added to your database via the Users Administrator do not have a unique user_id or group_id. These unique IDs are essential for matching records between an existing database and an Import file.

In the absence of a unique user_id or group_id, there are several basic fields that are used to compare and match records.

See the following:

• Key Fields for Matching Between Users and Manual Records on page 87

• Key Fields for Matching Between Groups and Manual Records on page 88

Key Fields for Matching Between Users and Manual Records

The following key fields are used to match user records between the existing database and an Import file. If an exact match is not found, the record on the Import file is treated as a new user and added to the database. If a user is both an Agent and a System User, then the System User key fields must be met; the Agent key fields is ignored.

Field name in Import file

Field name in Users AdministratorRefer to the images below for locating these fields

Notes

first_name First Name

last_name Last Name

os_login Windows User Name

Domain Domain Active Directory only

user_name Login Name System Users only

switch Switch Agents onlyIf the user is both a System User and an Agent, then only the user_name is used as a key field. This field is not compared.

agent_id

-or-extension

-or-email

-or-alias

Agent ID

-or-Extension

-or-Email

-or-Alias

Agents onlyIf the user is both a System User and an Agent, then only the user_name is used as a key field. These fields are not compared.




Users Administrator - User definition window, General tab

Users Administrator - User definition window, System User tab

Users Administrator - User definition window, Agent tab

Key Fields for Matching Between Groups and Manual Records

The following key fields are used to match group records between the existing database and an Import file. If an exact match is not found, the record on the Import file is treated as a new group and added to the database.

1. The name field in the source file is compared to the Group Name defined in the General tab of the group definition.

3. os_login

2. last_name

1. first_name

4. Active

requiresDirectory

Domain

user_name

System User

switch

Agent

agent_id or extension or email or alias (chat)

Users AdministratorGroup definition

name




2. Position in the Organization tree is considered as part of the name. Hence, you can have more than one group with the same name, provided that each parent group is different.

In the following illustration there are three groups:

Group AGroup A > Group BGroup B


Appendix B: Opening a CSV File in Excel


91

B

Opening a CSV File in ExcelWhen you open a CSV file in Excel for editing, all leading zeros are automatically deleted. To preserve the leading zeros, use the following procedure to convert all numeric fields to text before opening a CSV file.

Remember! After editing the file in Excel, save it in CSV file format.

To open a CSV file in Excel and maintain leading zeros:

1. Open a new Microsoft Excel workbook.

2. On the Data tab, in the Get External Data group, click From Text.

The Import Text File window appears.

3. Navigate to your CSV file. Then click Import.

The Text Import Wizard appears.

4. In the Original data type area, select Delimited. Then click Next.

SelectDelimited

92 Appendix B: Opening a CSV File in Excel


The next step appears.

5. In the Delimiters area, clear all options. Then select Comma and click Next.

The next step appears.

6. In the Data preview area, select all columns.

IMPORTANT: Select Text after selecting a column!

7. In the Column data format area, select Text.

8. Click Finish.

Select Commaand clear allother options

Select Text

Select a columnwith leading zeros

after selecting a column

93 Appendix B: Opening a CSV File in Excel


The Import Data window appears.

9. Click OK.

10. The CSV file is imported into the Excel workbook.

11. Make all necessary changes.

12. To save the file, click the Microsoft Office Button or from the File menu select Save As. In the Save as type field, select CSV.

Select CSV


Index


95

IndexA

Active Directory 13agent_id 75

XML 62agent_identification

CSV 73XML 61

alias 62, 73, 75associations 39, 76

Cchat 62, 73, 75criteria 86, 87, 88CSV files

created by an export task 36exporting 35importing 23

CSV parametersagent_identification 73department 71domain 72email_address 72first_name 70graduation_date 72graduation_score 72group name 77group_id 76hire_date 72id 77is_manager 76job_class 71job_function 72job_skill 72last_name 70location 71login name 70manager 76middle_name 70name 77os_login 71parent_id 77password 70site 71

status 71user_id 69, 75, 76user_name 70Windows user name 71

CSV recordsagent identity records 74groups records 77overview 67sample file 78user groups records 76user records 69

DData Hub

physical switch names 13working with multiple 13

deleting users 46department

CSV 71XML 59

domain 13CSV 72XML 60

Eemail 62, 73, 75email_address

CSV 72XML 60

Export Group Definitions 39export task

creating 37log files 49reimporting files 36

Export User Definitions 39Export Users Groups Associations 39extension 75

XML 62

Ffirst_name

CSV 70XML 57

Index


96

Ggraduation_date

CSV 72XML 60

graduation_scoreCSV 72XML 60

group nameCSV 77XML 64

group_id 36, 86CSV 76

groupscriteria for matching 88

Hhire_date

CSV 72XML 60

Iid

CSV 77XML 63, 64

Import group definitions 33import task

creating 27deleting users 46group guidelines 25log files 49options 33profile guidelines 26profiles 31user guidelines 25using exported file 36

Import user definitions 33internal_group_id 36internal_user_id 36is_manager

CSV 76XML 63

Jjob_class

CSV 71XML 59

job_functionCSV 72XML 60

job_skillCSV 72XML 60

Kkey fields 86, 87, 88

Llast_name

CSV 70XML 57

levelXML 65

locationCSV 71XML 59

log files 49Login Name

XML 58login name

CSV 70

Mmanager

CSV 76XML 63

Merge modecompared to Replace mode 12deleting users 46described 11

middle_nameCSV 70XML 57

Nname

CSV 77XML 64

Oos_login

CSV 71XML 58

Pparent_id

CSV 77password

CSV 70XML 58

password defaults 25physical switch 13profiles 31

RReplace mode

Index


97

compared to Merge mode 12deleting users 46described 11

Sscheduling 47schema file location 9site

CSV 71XML 59

SmartCenter 21status

CSV 71XML 59

switchXML 62

Uuser_id 36, 86

CSV 69, 75, 76XML 57

user_nameCSV 70XML 58

userscriteria for matching 87

users administratorsamples 80

Users/groups not in the source file will be deleted 33

WWindows user name

CSV 71XML 58

XXML files

importing 23

XML parametersagent_id 62agent_identification 61department 59domain 60email_address 60extension 62first_name 57graduation_date 60graduation_score 60group name 64hire_date 60id 63, 64is_manager 63job_class 59job_function 60job_skill 60last_name 57level 65location 59Login Name 58manager 63middle_name 57name 64os_login 58password 58site 59status 59switch 62user_id 57user_name 58Windows user name 58

XML recordsagent records 62group member records 63group records 64overview 56sample file 66user records 57

Documents

Import and Export Utility Guide - NP - 3.5