Worklist Importer

Use the Worklist Manager Importer tile of Syntelate Studio to import records into an INTERACTION_X table. Usually these records will be outbound calls for your agents to make.

The Worklist Engine will then pick up each record at the appropriate time and pass it to an appropriate agent.

Import Sources

You can import data from the following sources:

Data Source	File Name Extension
Database	-
Microsoft Excel workbook	.xlsx (only)
Comma-separated values file	.csv
Text file	.txt
JSON (via a call to a web API)	-

For the first four data sources, you can run imports on demand or schedule them to be run at specified intervals.

For JSON data sources, imports are run whenever a call is made to the Worklist Import Web API.

Examples

Inisoft Travel import interaction records into Syntelate XA based on customer activity on the Inisoft Travel website.

CSV File

Customers of Inisoft Travel can book a holiday through the Inisoft Travel website. If a customer begins the online checkout process but does not complete it, Inisoft Travel calls the customer the next day to find out if there is anything that they can do to help (and to try to make the sale).

To achieve this, each morning details of all “web drops” within the last 24 hours are exported from the Inisoft Travel website to a .csv file. Using the Worklist Manager Importer, Inisoft Travel schedule a daily import from this .csv file to the INTERACTION_X table.

This way, without any manual intervention by Inisoft Travel staff, Syntelate XA automatically passes outbound calls to agents for all web drops that occurred on the previous day.

JSON

On the Inisoft Travel website, customers looking for more information about a holiday package can arrange for an agent to give them a call at a time that suits them.

When the customer enters their details and clicks submit, the website immediately passes this information to the Worklist Import Web API, causing a new record to be imported into the INTERACTION_X table.

The Worklist Engine then picks up this record at the time that the customer selected and passes it as an outbound call to an agent.

Design/Published, Active/Dormant

For each import, you can have a design and/or a published version. This lets you edit the details of an import (in the design version) while the published version remains active. When you are happy with the design version, you can publish it. It then becomes the new published version.

Additionally, an import can be active or dormant. If you define a schedule for an import, it will only run at the defined times if it is both published and active.

Tasks