Importing Historical, Adherence and Real-Time Data
Importing historical and adherence data into the Eleveo WFM application is the first step in the forecasting and scheduling process. Historical data, generated by the ACD system, contains information about the number of contacts (calls, chat, email, etc.) made during a specific time period in the past, as well as the average handling time. This information is used to forecast and calculate the expected workload in the future. This estimation is used as the basis for schedule creation.
The import of data is an essential requirement for the correct functioning of the WFM application:
Historical data – generated by the ACD system, contains information about the number of contacts (calls, chat, email, etc.) made during a specific time period in the past, as well as the average handling time. This information is used to forecast and calculate the expected workload in the future. This estimation is used as the basis for schedule creation. Hence, importing historical data into the Eleveo WFM application should be the first step in forecasting and scheduling.
Historical data can be imported automatically using the Data Importer applications (supported in hybrid deployments only), uploaded manually from WFM UI and/or imported using the ETL Management application (this option applies to CCaaS integrations, for example, with Webex Contact Center or Zoom Contact Center). Alternatively, historical data can be imported using the provided API.
Adherence data – historical data from the Contact Center about an agent's status that can be used by the Adherence History feature in Eleveo WFM. The Schedule Adherence report allows supervisors to display detailed information about people's adherence to a schedule. Based on this, they are able to identify whether people follow their schedules and if they come to work or leave as planned.
Adherence data can be imported automatically using the Data Importer applications (supported in hybrid deployments only) and/or using the ETL Management application.
Real-time data – it's real-time information about people's statuses that is later used by the Real Time Adherence feature in Eleveo WFM. The Real-Time Adherence report allows supervisors to display real-time information about people's adherence to a schedule. Based on this, they are able to identify whether people follow their schedules as planned.
Real-time data can be imported from CTI servers automatically using the CTI Events Importer application (for the integration with Cisco UCCE or UCCX servers, supported in hybrid deployments only) and/or using the ETL Management application (in case of CCaaS integrations, for example, with Webex Contact Center).
Supported data sources are UCCE, UCCX and Webex Contact Center:
Data type (supported feature) | UCCE | UCCX | Webex Contact Center | Zoom Contact Center |
|---|---|---|---|---|
Historical (Forecasting) | ||||
automatic import with UCCE WFM Data Importer | automatic import with UCCX WFM Data Importer | |||
Adherence (Adherence History) | automatic import with UCCE WFM Data Importer | automatic import with UCCX WFM Data Importer | ||
Real-Time (Real-Time Adherence) | automatic import with CTI Events Importer | automatic import with CTI Events Importer |
Read this guide if you would like to:
know how to deploy and configure Data Provider to upload data automatically
understand how to prepare a valid file containing historical data for manual upload
learn to import historical data into the application