Appendix A: Settings for Blue Pumpkin Enterprise

XSLT templates control the formatting and layout of the reports. These templates are contained in a single style sheet called BluePumpkinEnterprise_Output.xsl. To alter the headings, data elements, field delimiter, or even product custom calculations, modify these templates.

The integration sends status update information to Blue Pumpkin via a TCP/IP socket:

• Event Type (26=Logged On, 27=Logged Off, 28=Status Change)

• Agent's CIC User ID

• Agent's Extension

• Status Change Timestamp

• Status Code (converted to a numeric status code per the configuration in the WFM Configuration utility)

• Workgroup Name (only populated if handling a call of a specific workgroup)

Editing the templates requires knowledge of XML/XSLT transformations and the XSL language. Many resources are available on the Internet and in your local bookstore on these subjects.

For examples of data formatted using the default template, see the following:

• Style sheet parameters

• Style sheet global variables

• DCS (Direct Contact Statistics)

• Sample DCS output

• Additional templates

• Multimedia reporting

• Advisor Agent Stats Interface Report

• Sample Advisor Agent Stats output

Check with your workforce management application vendor regarding the specific requirements for their system.