Import historical data

Use the Import Historical Data page to import historical data in the form of a CSV file to a selected ACD. This page is an alternative to using the WFM Historical Import Template (WHIT) executable to import your historical data (see the Calabrio ONE Data Import Reference Guide for more information).

NOTE   If you host your own data server, you can use WHIT to import historical data to the Cloud. If you use a data server hosted by Calabrio ONE in the cloud, you must use this page to import historical data.

Import historical data

1. Click Choose File, and then navigate to the location where your CSV file is stored. Click Open to load the file into the page.
2. From the Select Destination ACD field drop-down list, select the ACD you want to import the historical data to.
3. From the Time Zone drop-down list, select the time zone you want applied to the historical data. The default value is UTC. The Tenant option is the tenant time zone set for the tenant by the system administrator on the Tenants page.
4. Map the fields in your CSV file to the import fields listed on the page. Set the data type for the date and period fields.
5. Click Import.

Field descriptions

The fields in your CSV file should contain the following data. The field can be named anything, since it will be mapped to the import field before import. The fields can be in any order in the CSV file.

IMPORTANT   The file must include either the serviceName or the serviceNumber, but not both.

Import Field Name	Description
abandonedCalls	(Required) The total number of abandoned calls in the service queue during the period.
ASA	(Optional) The average speed-of-answer in seconds in the service queue during the period.
avgACWTime	(Required) The average after call work time in seconds for all calls handled in the service queue during the period. It includes all time spent on calls handled in this period, including time spent in other periods.
avgTalkTime	(Required) The average talk time in seconds for all calls handled in the service queue during the period. This value includes all time spent on calls handled in this period, including time spent in other periods. For example, if you received only one call in this period and it lasted 45 minutes, then the average talk time is 45 ÷ 1 minutes = 45 minutes = 2700 seconds.
contactsInQueue	(Optional) The maximum number of contacts in queue in the service queue during the period. This applies only to non-interactive service queues.
date	(Required) The date of the data.
handledCalls	(Required) The total number of calls processed in the service queue during the period.
occupancyRatio	(Optional) The occupancy ratio for the service queue during the period. This value is expressed as an integer from 1 to 100.
period	(Required) The 30-minute interval in the day for the data, in HH:MM format.
qtyOfAgents	(Optional) The number of agents in service in the service queue during the period.
receivedCalls	(Required) The total number of calls received in the service queue during the period.
serviceLevel	(Optional) The service level percentage for the service queue during the period. This value is expressed as an integer from 1 to 100.
serviceName	The service queue’s name. This field is required if the serviceNumber is not included in the file.
serviceNumber	The service queue’s ID in the ACD. This field is required if the serviceName is not included in the file. NOTE   If this ID contains leading zeros (for example, 00005), this can cause the import to fail. These IDs should not contain leading zeros to prevent the issue from occurring.
transferredCalls	(Optional) The total number of calls transferred in the service queue during the period.