Importing Data for WFM | Eleveo User Guides

Data import is required for the Workforce Management (WFM) application to function correctly:

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. Importing historical data into the Eleveo WFM application should therefore be the first step in forecasting and scheduling.
- Historical data can be imported automatically using the Data Importer applications. Automatic import is supported in hybrid deployments only. Data can also be uploaded manually from the WFM UI or imported using the ETL Management application for CCaaS integrations such as Webex Contact Center. Alternatively, historical data can be imported using the provided API.
Adherence data – Historical data from the Contact Center about a person'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, supervisors can identify whether people follow their schedules and whether they arrive and leave as planned.
- Adherence data can be imported automatically using the Data Importer applications. Automatic import is supported in hybrid deployments only. Data can also be imported using the ETL Management application.
Real-time data – Real-time information about person statuses, 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, supervisors can 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 integration with Cisco UCCE or UCCX servers. Automatic import is supported in hybrid deployments only. Data can also be imported using the ETL Management application for CCaaS integrations such as Webex Contact Center.

The following table lists the supported data sources: UCCE, UCCX, and Webex Contact Center.

Data type (supported feature)	UCCE	UCCX	Webex Contact Center	Webex Calling / Webex Calling Customer Assist
Historical (Forecasting)	Manual import	Manual import	Automatic import with ETL Management	Automatic import with ETL Management
	Custom import using API	Custom import using API
	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	Automatic import with ETL Management	N/A
Real-Time (Real-Time Adherence)	Automatic import with CTI Events Importer	Automatic import with CTI Events Importer	Automatic import with ETL Management	N/A

This guide covers the following topics:

Automatic data import process.
Preparing a valid file containing historical data for manual upload.
Manually uploading historical data into the application.