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Eleveo Cloud Native
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Manual Import of Historical Data

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 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.

Only users with the WFM_ANALYST role assigned can upload data via the UI. See Managing Roles.

Alternatively, historical data can be uploaded automatically. See Automatic Import of Historical, Adherence and Real-Time Data.

Importing Data Using the UI

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

  • The CSV file is correctly formatted. See File Format.

  • The user account has the WFM_ANALYST role assigned.

To import the CSV file into the application, go to Administration > Data Import. The Data Import screen appears.

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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 a 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 appears as a percentage.

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

If the file is not in CSV format or doesn't meet content requirements, the file is not uploaded and warning messages appear. Select a different file and try again.

If the selected Historical Data Interval doesn't match the interval in the CSV file, the file is not uploaded. Check the interval, select the correct value, and try again.

Import Results

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

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The table contains the following information:

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

  • Date of import – The date on which the import was performed.

  • Source – Name of the imported file (for a manual upload of a CSV file) or the name of the data provider* (for an automatic upload).

  • Import Type – Indicates whether the import was manual or automatic.

*The name of the data provider is a parameter set in the UCCE/X Data Provider configuration, for example, ACD_1.