[ACD] Basic Sheet Management

The content in this article is appropriate for: Supervisors and Administrators

Sheets can be used for a multitude of tasks, including lead lists for OBTM (outbound telemarketing), the bulk upload of agent skills or campaign assignments via API feed, or for the storage of large amounts of data that can be called upon from within a guided interaction via integration.

Accessing the Sheets
Creating Custom Columns
Editing a Record
Exporting Sheet Data

Accessing the Sheets

Click Sheets in the left-hand navigation bar
A chronological list of all sheets that have been created will display here, with the most recent at the end of the list
To view/edit a sheet, click the blue # button, to the left of the sheet name
To create a new sheet here (not associated with OBTM), click +New Sheet
- A note on sheet creation: When a new sheet is created from this location, it will not have any pre-populated columns, filters, etc. When a sheet is created for the purpose of leads (via an OB or CB campaign), the sheet will have the standard columns already in place. Sheets for use with OBTM should be created from within the campaign.
  *Lead Sheets are covered here.
Sheet Details tab:
- API URLs: Created automatically for every sheet, if you require an API call to be used in conjunction with your sheet, those can be copied from here.
  For more information on using the SingleComm APIs, click here.
- Name
- Description [optional]
- Suspended [defaults to No] leave as-is, this option is used to take the sheet out of service.
  ⚠️ Sheets cannot be deleted, only suspended.

Creating Custom Columns

If you are uploading lead records from a spreadsheet that contains data that is not covered by the standard OBTM columns, or you are starting from a blank sheet, custom column types can be created.

From the Columns tab:

Screen_Shot_2019-03-20_at_2.42.35_PM.png

The standard column headers for lead lists are shown above. These are the most common parameters, and it is not mandatory that these be utilized.*
*The exception being the "Locked" columns which are needed for SC ACD to call on the records. These columns should not be unlocked or deleted. Doing so will negatively impact the OBTM functions of your campaign.
To create your own:
1. Scroll to the empty text box at the bottom of the list and type the name of the column you wish to add
2. Click the second column* to display a list of formatting options
  *Click on the text inside the dropdown to display the list. DO NOT click the down arrow to the right.
  1. Alphanumeric [default]
  2. Numeric
  3. Date/Time
3. Enter the character limit (if required)
  *This field can be left blank if there is no limitation.
4. Click Add
5. The new column will now appear at the end of the list
  - The following can also be adjusted here:
    - Regular [default]/ Unique/ Lookup
      - Regular: column has no input restrictions on it and will allow for multiple records to have the same value.
      - Unique: column is indexed as a Primary key and duplicate entries will be rejected if attempted.
      - Lookup: Index which allows for faster searches in this database. Good for large datasets and does allow for duplicate entries.
    - Unlocked [default]/ Locked
      - When a Lead Sheet is created from an Outbound Campaign, the following columns are set to Locked because they are required for the Outbound Lead Management system:
        Last Dial
        Last Disposition
        All Dials
        Filter Available
        Lead ID
        Contact ID
        *As mentioned above and in the Lead Sheet article, these default fields are required for OBTM and should not be unlocked or deleted.
6. To delete a column, click Delete (you will be prompted before the entry is removed)
7. To adjust the order the columns appear in this list, click the down/up arrows
  - This column order is reflected on the Records tab of the sheet:
Click Update to save and close the columns

💡You do not need to delete unused columns if your sheet is not using them.