File Format
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Overview
Historical data generated by an ACD system should be uploaded into the Eleveo WFM as a file in CSV file format. Before uploading content ensure that the prepared file contains data in the correct format.
Prerequisites
The following precautions must be followed when preparing the data set for upload
- all fields described in the section CSV file format are mandatory
- file size must not exceed 2MB. If your data set results in a file size exceeding 2MB in size consider splitting the file into several separate files (each less than 2MB in size) before uploading them one after another. When splitting the file take care that entire rows are kept intact, do not randomly cut the file as the import will fail if a row of data is incomplete!
the following encoding/delimiters must be used: (see CSV file format for more info)
- Encoding: UTF-8
- Data fields delimiter: "," (comma)
- Row delimiter: new line
The basic requirements for the historical data which will be uploaded are as follows:
at least two weeks (15 days) of historical data should be imported into the application (the system will not allow the creation of a forecast without at least two weeks of data
- the data interval is 15 minutes (the file should contain data for every interval which is 15 minutes long)
- data must be provided for the entire 24 hours of the day. Use zero values for intervals outside of working hours
- historical data should cover the whole day from 00:00 to 24:00, even if values for some intervals are zeros
- the start date and time of each interval must be written using the following format according to the ISO_8601 standard:
year-month-dayTtimeZ, for example:2019-01-18T22:15:00Z. Time must be expressed in UTC! - AHT must always be greater or equal to zero. (i.e. >=0)
CSV File Format
Each line of the CSV file should contain data in the order indicated in one of the tables below (the format is different for files uploaded manually, and for files imported automatically).
Note that queues are not created automatically in the application after data import. Go to Administration > Queues and click Add New Queue to create a new queue. If data for a queue was already imported, the ACD queue name is visible in the drop-down menu. The queue's name in the application can be the same or different than in ACD. Only the locally created name is used in the forecasts and in schedules. Read more: Managing Queues.
Manual Upload
| Data | Description | Format / Detail | Minimal Length | Maximum Length | Valid Characters | Invalid Characters | Example | Example in context (note the placement of delimiters) |
|---|---|---|---|---|---|---|---|---|
Date and Time | date and time of the beginning of the time interval for which the data was calculated The date needs to be in the format: YYYY-MM-DD followed by the letter “T” followed by the time in the format HH:MM:SS followed by the letter “Z”. The letters T and Z indicate the time zone is in the standard UTC format. |
| 20 characters | 20 characters | 0123456789TZ-: | , (comma) |
| 2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172 |
| ACD ID | unique identifier of the ACD which is the source of data | string | 1 character | 255 characters | azAZ09-_ including the space character | , (comma) | ACD_1 | 2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172 |
ACD Queue | maps to the 'ACD Queue' column in Administration > Queues | string | 1 character | 255 characters | azAZ09-_ including the space character | , (comma) | Queue_1, | 2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172 |
| Contacts Offered | total number of contacts received within the interval that are assigned to the Queue; this includes both Contacts Handled and Abandoned Contacts |
| 1 character | 5 characters | 0123456789 | , (comma) | 46 | 2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172 |
Average Handle Time | Average Handle Time (AHT) of contacts assigned to this specific interval for this specific queue. AHT should include: Average Talk Time, Hold Time and After Call Work. AHT may be a number (such as 4 or 5) or it may be an average that includes decimal places (such as 5.24 or 25.346) For practical reasons it is recommended that up to three digits after the decimal are included in the AHT. Although you may use up to six digits after the decimal in the AHT (36.152172). Following this recommendation results in a smaller CSV file without impacting upon validity. |
This is a valid float value from the range of 0-32767, if the number contains a fractional part, the decimal point separator needs to be used (.) to indicate it and the fractional part may be any number between one and six digits in length | 1 character | 12 characters | 0123456789. | , (comma) | 36.152172 | 2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172 |
Example:
2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66
2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172
2019-01-18T22:45:00Z,ACD_1,Queue_1,33,34.60606
2019-01-18T23:00:00Z,ACD_1,Queue_1,44,29.022728
2019-01-18T23:15:00Z,ACD_1,Queue_1,33,26.454546Download an example data set here.
Automatic Import
| Data | Description | Format / Detail | Minimal Length | Maximum Length | Valid Characters | Invalid Characters | Example | Example in context (note the placement of delimiters) |
|---|---|---|---|---|---|---|---|---|
Date and Time | date and time of the beginning of the time interval for which the data was calculated The date needs to be in the format: YYYY-MM-DD followed by the letter “T” followed by the time in the format HH:MM:SS followed by the letter “Z”. The letters T and Z indicate the time zone is in the standard UTC format. |
| 20 characters | 20 characters | 0123456789TZ-: | , (comma) |
| 2019-01-18T22:15:00Z,ACD_1,1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,1,Queue_1,46,36.152172 |
| ACD ID | unique identifier of the ACD which is the source of data | string | 1 character | 255 characters | azAZ09-_ including the space character | , (comma) | ACD_1 | 2019-01-18T22:15:00Z,ACD_1,1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,1,Queue_1,46,36.152172 |
| ACD Queue ID | unique identifier of the given ACD queue | string | 1 character | 255 characters | azAZ09-_ including the space character | , (comma) | 1 | 2019-01-18T00:00:00Z,ACD_1,1,Queue_123,44,29.022728 |
ACD Queue | maps to the 'ACD Queue' column in Administration > Queues | string | 1 character | 255 characters | azAZ09-_ including the space character | , (comma) | Queue_1 | 2019-01-18T22:15:00Z,ACD_1,1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,1,Queue_1,46,36.152172 |
| Contacts Offered | total number of contacts received within the interval that are assigned to the Queue; this includes both Contacts Handled and Abandoned Contacts |
| 1 character | 5 characters | 0123456789 | , (comma) | 46 | 2019-01-18T22:15:00Z,ACD_1,1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,1,Queue_1,46,36.152172 |
Average Handle Time | Average Handle Time (AHT) of contacts assigned to this specific interval for this specific queue. AHT should include: Average Talk Time, Hold Time and After Call Work. AHT may be a number (such as 4 or 5) or it may be an average that includes decimal places (such as 5.24 or 25.346) For practical reasons it is recommended that up to three digits after the decimal are included in the AHT. Although you may use up to six digits after the decimal in the AHT (36.152172). Following this recommendation results in a smaller CSV file without impacting upon validity. |
This is a valid float value from the range of 0-32767, if the number contains a fractional part, the decimal point separator needs to be used (.) to indicate it and the fractional part may be any number between one and six digits in length | 1 character | 12 characters | 0123456789. | , (comma) | 36.152172 | 2019-01-18T22:15:00Z,ACD_1,1,Queue_1,50,33.66 2019-01-18T22:30:00Z,ACD_1,1,Queue_1,46,36.152172 |
Example:
2019-01-18T01:45:00Z,ACD_1,1,Queue_123,33,26.454546
2019-01-18T02:00:00Z,ACD_1,1,Queue_123,25,29.32
2019-01-18T02:15:00Z,ACD_1,1,Queue_123,28,43.82143
2019-01-18T02:30:00Z,ACD_1,1,Queue_123,35,18.4
2019-01-18T02:45:00Z,ACD_1,1,Queue_123,31,26.741936Handling of Duplicated Data
During the import, each row of the CSV file is compared with existing data in the application. The combination of the following parameters is compared: Date and Time, ACD Queue and ACD ID. If data for such a combination already exists in the database, it is updated (overwritten) by the new data from the new CSV file. Otherwise, data is inserted into the database.