Appendix D: Settings for IEX

XSLT templates control the formatting and layout of the reports. These templates are contained in a single style sheet called IEX_Output.xsl. The installation files include example templates for common workforce management applications. To alter the headings, data elements, field delimiter, or even product custom calculations, modify these templates.

The integration sends the following information in an IEX Status Update Message:

• Agent's Extension

• Status (limited to 20 characters, commas and pipes removed)

• Status Change timestamp

• Status Change date

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

• Agent Profile Report

• Call Group Report

• Agent Detail Report

• Agent System Report

• Sample IEX output file*

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