Managing Data Import and Export

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.

Import 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.

Click Import Historical Data to expand the pane.

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).

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

The upload progress displays as a percentage.

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

Import Results

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

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.

Export Overview

The Export Historical Data feature allows authorized users to download historical ACD queue data from the Eleveo WFM application as a CSV file. This functionality is useful for analyzing workforce management data outside the application, creating custom reports, or archiving data for compliance purposes. The exported data contains information about the number of contacts (calls) and average handling time across selected queues and date ranges.

Exporting Data Using the UI

Ensure that the following prerequisites are met before starting an export:

• Historical data has been automatically imported for the queues and date range you want to export. See Automatic Import of Historical, Adherence and Real-Time Data.

To export historical data from the application, go to Administration > Data Import. The Data Import screen appears. Click Export Historical Data to expand the export pane.

Select Queues

Select one or more ACD queues from the sidebar. All selected queues will be included in a single CSV export file.

Select Date Range

Select a date range using the start date and end date pickers.

Export the File

Click Export to .CSV to download the file. The CSV file downloads directly to your workstation with the filename format historical_data_YYYY-MM-DD_YYYY-MM-DD.csv (for example, historical_data_2025-03-01_2025-03-31.csv).

Alternatively, click Clear to reset the queue and date range selections.

Exported File Format

The exported CSV file follows the same format as the manually imported CSV file. See File Format for complete details.

File Characteristics

• Encoding – UTF-8

• Delimiter – Comma (,)

• Row delimiter – New line

• Header row – None (consistent with import format)

• Timezone – All timestamps are in UTC

Column Structure

The CSV file contains the following columns in order:

Data Sorting and Intervals

Data in the exported file is sorted by ACD Queue name (ascending), then by Date and Time (ascending). All intervals for one queue appear first, then the next queue, and so on.

The data is exported at the original interval granularity as it was imported (typically 15-minute intervals). All intervals are displayed, including zero-value intervals (intervals outside working hours with zero contacts offered and zero AHT). This covers the full 24-hour day for each date in the selected range.

For intervals where no data were received, the values are displayed as N/A.

Example Export File

The following example shows a CSV export for two queues across two time intervals:

2025-03-01T08:00:00Z,ACD_1,Queue_Sales,45,125.5,85.2
2025-03-01T08:15:00Z,ACD_1,Queue_Sales,52,118.3,82.7
2025-03-01T08:00:00Z,ACD_1,Queue_Support,28,245.8,N/A
2025-03-01T08:15:00Z,ACD_1,Queue_Support,31,238.4,N/A