The best method for importing many weeks of data from many queues is by configuring the Integration Server. If you need to import large amounts of data, manually importing data can be complex and time-consuming.

Import your data into the Tracking module, Queue Analytics and History. Contact history data imported into Queue Analytics is saved and can be used for any forecast in the future. Data imported into the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module is not saved as contact The entire communication experience for a customer, from beginning to end. history and is more difficult to reuse in a future forecast.

If the data imported into the Forecast module is not saved in Queue Analytics, any changes made to forecast values cannot be undone. For example, if you enter data in a forecast manually and then change some of the contact volumes, the original values are not saved and you cannot undo your changes by selecting Restore. When you load a week of data saved in Queue Analytics into your forecast, you can change the numbers in the Forecast module and then clear all your changes by selecting Restore.

First, create a report on your ACD that will be saved as a text (*.txt) file. Add your data to the report, and then import the data into Queue Analytics.

To create your ACD report file:

1. Use one of the following delimiters: page, comma, or semicolon.

2. Make sure each text file contains information for only one queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. and for a single week. Do not print more than one queue to a file.

3. Make sure each text file has an interval of 15, 30, or 60 minutes. 15-minute intervals are best.

4. Import the following types of data into the Queue Analytics History page (as you require): Date, Time, Contact Volume, Service Level, Abandon, ASA, AHT, Staffing, and Occupancy. No other categories are necessary for this report.

• Create a text file with the formatting shown above and save it as C:\Group5913.txt.

• The contact center has a Monday 12:00 am start date and time, and the hours of operation are M–F.

• This file contains 5 days worth of data (Monday, 11/22/19 through Friday, 11/26/19).

• The only ACD Queue / Group / Skill in this report is Group 5913.

• A queue has already been created in WFM for Group 5913 (a new queue is created with ACD Utilities), and this queue is already linked to an existing scheduling period.

1. Go to Tracking. From Queue Analytics, select History.

2. Select the queue for which you are importing data.

3. Select the Show Data Table button. This allows you to see the data you import.

4. From the Date selector, select the week to import. In this example, select Monday, 11/22/19.

5. Select Import .

   The dialog box contains the following parameters:

   • Source File – The file path where the data to be imported is located. To the right of the Source File field, select Browse, locate C:\Group5913.txt, and then select Open.

   • Time Zone – You set Time zone to either campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. or GMT, depending on the way the report is generated by the ACD. In this example, it should be set to campaign time zone.

   • Time Interval – You choose in which time interval data will be imported. For this example, set the Importing interval to 30 minutes.

   • Delimiter – You choose which delimiter was put between columns in the imported data file. In this example, select page from the Delimiter pull-down.

   The dialog box also contains a mapping table with a list of available statistics (trace types) that you can import from the file.

6. Map each statistic to its corresponding column number in the file.

   The statistics include:

   • Contact Volume

   • Average Handling Time

   • Service Level

   • Average Speed to Answer

   • Abandons

   • Backlog

   • Staffing

   • Occupancy

   • Full Time Equivalent

   Other columns that also need to be mapped are:

   • Queue Name

   • Date

   • Time

7. For the example text, place check marks in the following fields and set the column numbers as indicated:

   • Contact volume = 4

   • Average Speed to Answer = 5

   • Service Level = 6

   • Abandons = 7

8. Select Import to import the data from the current view. When the import is complete, you should get a dialog box that states something like this:

   • Completed successfully.

   • 244 records out of 244 were imported.

   You have now imported one week’s worth of data into Queue Analytics contact history for Queue/Group/Skill 5913. You are now ready to import data for other queues into the same week or import data for more weeks into the same queue.

If you need to import several weeks worth of data, you can create a single text file for a queue that has more than one week in it.

Date formats come in several different forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. from each ACD, and certain formats cause the import process to fail. Therefore, using the example above, if you want to import 3 weeks of data, you need to add data to the text file to account for the Saturday and Sundays that are closed. There must be at least one hour of data with zero values for Saturday and for Sunday, or the Monday data for the second week will be imported into Saturday of the first week.

To adjust for this, do the following:

1. Set up the first week using 5 days worth of data with all 24 hours accounted for (in this example, 48 lines of 30 minutes report text).

2. Copy one hour’s worth of data and paste it twice between Week 1 and Week 2, and change the date for this data to the Saturday and Sunday dates. If you use the example above, the following four lines would be inserted between Week 1 and Week 2, and dates would be changed. (Only two lines are added because it is a 30-minute report; four lines would be needed for a 15-minute report):

   Data	Group	Time	Contact Volume	ASA	SL	Abdn
   27/11/2019	5913	00:00	0	0	100	0
   27/11/2019	5913	00:30	0	0	100	0
   28/11/2019	5913	00:00	0	0	100	0
   28/11/2019	5913	00:30	0	0	100	0

   It is not necessary to change the dates, but it makes it easier to understand the text file by doing so. Insert the Saturday and Sunday data between each week in the text file. You do not need to insert 24 hours of data for each day.