File Format

Overview

Historical data generated by an ACD system should be uploaded into the Eleveo WFM as a file in CSV file format. Before uploading content ensure that the prepared file contains data in the correct format.

Prerequisites

The following precautions must be followed when preparing the data set for upload

all fields described in the section CSV file format are mandatory
file size must not exceed 2MB. If your data set results in a file size exceeding 2MB in size consider splitting the file into several separate files (each less than 2MB in size) before uploading them one after another. When splitting the file take care that entire rows are kept intact, do not randomly cut the file as the import will fail if a row of data is incomplete!
the following encoding/delimiters must be used: (see CSV file format for more info)
- Encoding: UTF-8
- Data fields delimiter: "," (comma)
- Row delimiter: new line

The basic requirements for the historical data which will be uploaded are as follows:

at least two weeks (15 days) of historical data should be imported into the application (the system will not allow the creation of a forecast without at least two weeks of data)
the data interval is 15 minutes (the file should contain data for every interval which is 15 minutes long)
data must be provided for the entire 24 hours of the day. Use zero values for intervals outside of working hours
historical data should cover the whole day from 00:00 to 24:00, even if values for some intervals are zeros
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 or equal to zero. (i.e. >=0)

CSV File Format

Each line of the CSV file should contain data in the order indicated in one of the tables below (the format is different for files uploaded manually, and for files imported automatically).

Note that 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 drop-down menu. The name of the queue in the application can be the same or different than in ACD. Only the locally created name is used in the forecasts and in schedules. Read more: Managing Queues.

Manual Upload

Data	Description	Format / Detail	Minimal 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 needs to 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.	`standard UTC format` `year-month-day T time Z,` `YYYY-MM-DDTHH:MM:SSZ`	20 characters	20 characters	0123456789TZ-:	, (comma)	`2019-01-18T22:15:00Z`	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	`string`	1 character	255 characters	azAZ09-_ including the space character	, (comma)	`ACD_1`	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	`string`	1 character	255 characters	azAZ09-_ including the space character	, (comma)	`Queue_1,`	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	`integer`	1 character	5 characters	0123456789	, (comma)	`46`	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 should include: Average Talk Time, Hold Time and After Call Work. AHT may be a number (such as 4 or 5) or it may be an average that includes decimal places (such as 5.24 or 25.346) For practical reasons it is recommended that up to three digits after the decimal are included in the AHT. Although you may use up to six digits after the decimal in the AHT (36.152172). Following this recommendation results in a smaller CSV file without impacting upon validity.	`decimal, in seconds` This is a valid float value from the range of 0-32767, if the number contains a fractional part, the decimal point separator needs to be used (.) to indicate it and the fractional part may be any number between one and six digits in length	1 character	12 characters	0123456789.	, (comma)	`36.152172`	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	`decimal`, the value from the range of 0-100 without comma at the end of line -> reading as `null` example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22 with comma at the end of line, but without value -> reading as `null` example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22, with comma and value at the end of line -> reading correct value example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22,1	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:

CODE

2019-01-18T22:15:00Z,ACD_1,Queue_1,50,33.66,20.7

2019-01-18T22:30:00Z,ACD_1,Queue_1,46,36.152172,53.5

2019-01-18T22:45:00Z,ACD_1,Queue_1,33,34.60606,100.0

2019-01-18T23:00:00Z,ACD_1,Queue_1,44,29.022728,89.9

2019-01-18T23:15:00Z,ACD_1,Queue_1,33,26.454546,90

Download an example data set here.

The size of an individually uploaded file can not exceed 2MB!

Automatic Import

Data	Description	Format / Detail	Minimal 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 needs to 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.	`standard UTC format` `year-month-day T time Z,` `YYYY-MM-DDTHH:MM:SSZ`	20 characters	20 characters	0123456789TZ-:	, (comma)	`2019-01-18T22:15:00Z`	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	`string`	1 character	255 characters	azAZ09-_ including the space character	, (comma)	`ACD_1`	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	`string`	1 character	255 characters	azAZ09-_ including the space character	, (comma)	`1`	2019-01-18T00:00:00Z,ACD_1,1,Queue_123,44,29.022728
ACD Queue	maps to the 'ACD Queue' column in Administration > Queues	`string`	1 character	255 characters	azAZ09-_ including the space character	, (comma)	`Queue_1`	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	`integer`	1 character	5 characters	0123456789	, (comma)	`46`	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 should include: Average Talk Time, Hold Time and After Call Work. AHT may be a number (such as 4 or 5) or it may be an average that includes decimal places (such as 5.24 or 25.346) For practical reasons it is recommended that up to three digits after the decimal are included in the AHT. Although you may use up to six digits after the decimal in the AHT (36.152172). Following this recommendation results in a smaller CSV file without impacting upon validity.	`decimal, in seconds` This is a valid float value from the range of 0-32767, if the number contains a fractional part, the decimal point separator needs to be used (.) to indicate it and the fractional part may be any number between one and six digits in length	1 character	12 characters	0123456789.	, (comma)	`36.152172`	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
SLA	Service Level Agreement	`decimal`, the value from the range of 0-100 without comma at the end of line -> reading as `null` example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22 with comma at the end of line, but without value -> reading as `null` example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22, with comma and value at the end of line -> reading correct value example: 2019-01-21T07:00:00Z,ACD_1,Queue_123,4,22,1	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:

CODE

2019-01-18T01:45:00Z,ACD_1,1,Queue_123,33,26.454546,53.5

2019-01-18T02:00:00Z,ACD_1,1,Queue_123,25,29.32,78

2019-01-18T02:15:00Z,ACD_1,1,Queue_123,28,43.82143,100.0

2019-01-18T02:30:00Z,ACD_1,1,Queue_123,35,18.4,99.9

2019-01-18T02:45:00Z,ACD_1,1,Queue_123,31,26.741936,65

Handling of Duplicated 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, it is updated (overwritten) by the new data from the new CSV file. Otherwise, data is inserted into the database.

Duplicate values within the same CSV file will cause the CSV import to fail.