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Create Contact Center Groups in Bulk
Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and manage a contact center: | Contact Center Admin |
Applies to these telephony models
- Service Cloud Voice with Amazon Connect.
- Service Cloud Voice with Partner Telephony from Amazon Connect. Also applies to Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file with the connect management role.
Before you begin, make sure that the Update Amazon Connect Queues and Routing Profiles option is enabled in your Contact Center settings.
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Create a CSV file with the required fields, and add the group records.
Argument1: Add the group name.
Argument2: Add the group API name.
Argument3: Add the group description.
Argument4: (Optional) Add the routing profile ARN from your AWS account.
Argument5: Add the contact center ID.
Argument6: Add the default outbound queue ID.
BulkAction: The value for this field must be
AddGroups.An example CSV is available in GitHub.
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Follow the instructions in the Bulk API 2.0 Developer Guide to use the bulk API to
create a job, upload job data, and complete the upload. Use your preferred method to trigger
the
ContactCenterBulkOpentity and upload the CSV file.You can add or update only the Argument1, Argument2, Argument3, Argument4, Argument5, Argument6, and BulkAction fields. The remaining fields are read-only. -
Query the
Statusfield to check the status of the bulk action. - Refresh the org and AWS account to confirm that the groups are added to the contact center.
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After adding the groups, create another CSV file to associate queues with the groups.
Argument1: Add the group ID.Argument2: Add the queue ID.Argument5: Add the contact center ID.BulkAction: The value for this field must be AssociateQueuesToGroups.
An example CSV is available in GitHub.
- Follow the instructions in the Bulk API 2.0 Developer Guide to use the bulk API to create a job, upload the associated CSV data, and complete the upload.
If an error occurs in the CSV file for one or more records, the bulk operation only fails for
those records. You can query the ErrorMessage field of the
ContactCenterBulkOp entity to view the specific error message.
The limit for adding groups using the Bulk API is 5000 per API request.
