Eleveo Cloud Native
Eleveo Cloud Native
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Managing Data Import

Overview

Importing historical data into the Eleveo WFM solution is the first step in the forecasting and scheduling creation process. Historical data, generated by the ACD (Automatic Call Distributor) system, contains information about the number of contacts (calls) made during a specific time period in the past, as well as the average handling time. This information is utilized to create an estimation of the expected workload in the future. This estimation is used as the basis for schedule creation.

Using the UI

Ensure that the following prerequisites are met before starting a manual upload:

  • CSV file is correctly formatted (read more about File Format)

  • The user has the WFM_ANALYST role assigned

To import the CSV file into the application, expand the Administration module within the navigation tree and click Data Import. The Data Import screen opens.

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Click Import Historical Data to expand the pane.

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Click Browse and select a file from the local workstation. Then select Historical Data Interval from the dropdown menu based on the interval used in the CSV file (for voice queues, it is usually 15 minutes).

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Click Upload to upload the file or click Cancel to select a different file.

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The upload progress displays as a percentage.

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When the file is successfully uploaded, a confirmation message appears in the top right corner of the screen.

  • If the selected file is not in CSV format or does not meet the content requirements, the file is not uploaded and warning messages display. Select a different file and try again.

  • If the selected Historical Data Interval does not match the interval used in the CSV file, the file is not uploaded and a warning message displays. Check the interval, select the correct value, and try again.

Import Results

After the upload is finished (successfully or not), it appears in the upload history table.

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The table contains the following information:

  • Status – The status of the import: Success or Failed.

  • Date of import

  • Source – The name of the imported file (for a manual upload) or the name of the data provider (for an automatic upload). The data provider name is set in the UCCE/X Data Provider configuration, for example, ACD_1.

  • Import Type – Whether the import was manual or automatic.