Overview
Historical data generated by an ACD system must be uploaded into the Eleveo WFM as a CSV file. Before uploading, ensure that the prepared file contains data in the correct format.
Prerequisites
The following requirements must be met when preparing the data set for upload:
-
All fields described in the section CSV File Format are mandatory.
-
The file size must not exceed 2 MB. If the data set exceeds 2 MB, split the file into separate files (each under 2 MB) and upload them one after another. Keep entire rows intact when splitting — the import fails if any row is incomplete.
-
The following encoding and delimiters must be used (see CSV File Format for more information):
-
Encoding:
UTF-8 -
Data fields delimiter:
,(comma) -
Row delimiter: new line
-
The basic requirements for the historical data are as follows:
-
At least two weeks (15 days) of historical data must be imported into the application (the system doesn't allow forecast creation without at least two weeks of data).
-
The data interval is 15 minutes (the file must contain data for every 15-minute interval).
-
Data must be provided for the entire 24 hours of the day. Use zero values for intervals outside of working hours.
-
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 than or equal to zero (>=0).
CSV File Format
Each line of the CSV file contains data in the order shown in one of the tables below (the format differs for files uploaded manually and for files imported automatically).
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 dropdown menu. The queue name in the application can be the same or different from the name in ACD. Only the locally created name is used in forecasts and schedules. See Managing Queues.
Manual Upload Format
|
Data |
Description |
Format / Detail |
Minimum 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 must 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. |
|
1 character |
255 characters |
azAZ09-_ including the space character |
, (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 Queue |
Maps to the ACD Queue column in Administration > Queues. |
|
1 character |
255 characters |
azAZ09-_ including the space character |
, (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 |
|
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) |
|
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 must include: Average Talk Time, Hold Time, and After Call Work. AHT may be a whole number (such as 4 or 5) or a decimal value (such as 5.24 or 25.346). For practical reasons, up to three decimal digits are recommended. Up to six decimal digits are supported (36.152172). Using fewer decimal digits results in a smaller CSV file without affecting validity. |
Valid float value in the range 0–32767. If the number contains a fractional part, use a decimal point (.) as the separator. The fractional part may be one to six digits in length. |
1 character |
12 characters |
0123456789. |
, (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 |
|
SLA |
Service Level Agreement. |
|
1 character |
6 characters |
0123456789. |
, (comma) |
78.5 |
2019-01-18T02:15:00Z,ACD_1,1,Queue_123,28,43.82143,100 2019-01-18T02:30:00Z,ACD_1,1,Queue_123,35,18.4,99.9 |
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_1,33,26.454546
Download an example data set here.
The size of an individually uploaded file cannot exceed 2 MB.
Automatic Import Format
|
Data |
Description |
Format / Detail |
Minimum 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 must 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. |
|
1 character |
255 characters |
azAZ09-_ including the space character |
, (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 Queue ID |
Unique identifier of the given ACD queue. |
|
1 character |
255 characters |
azAZ09-_ including the space character |
, (comma) |
|
2019-01-18T00:00:00Z,ACD_1,1,Queue_123,44,29.022728 |
|
ACD Queue |
Maps to the ACD Queue column in Administration > Queues. |
|
1 character |
255 characters |
azAZ09-_ including the space character |
, (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 |
|
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) |
|
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 must include: Average Talk Time, Hold Time, and After Call Work. AHT may be a whole number (such as 4 or 5) or a decimal value (such as 5.24 or 25.346). For practical reasons, up to three decimal digits are recommended. Up to six decimal digits are supported (36.152172). Using fewer decimal digits results in a smaller CSV file without affecting validity. |
Valid float value in the range 0–32767. If the number contains a fractional part, use a decimal point (.) as the separator. The fractional part may be one to six digits in length. |
1 character |
12 characters |
0123456789. |
, (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 |
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_123,31,26.741936
Handling Duplicate 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, the system updates (overwrites) it with data from the new CSV file. Otherwise, the data is inserted into the database.
Duplicate values within the same CSV file cause the CSV import to fail.