Import service goals and requirements

When you have edited service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. or requirements data in a third-party application, you can import that data into the currently selected queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..

The file used to import data needs to have its values separated by comma or tab. The file extension can be either .csv, .txt or .tsv.

Procedure 

1. Go to Forecasting and Scheduling. Under Tactical Forecasts, select Goals & Requirements.

2. From the filter pane on the left, select a Campaign, Scheduling period, and Queue.

3. Select the Import button on the ribbon.

4. Complete the parameters in the Import dialog:

   • Import file name: Browse to the data file.

   • Data to import: Select to import either Service Goals or Requirements data.

     Data for a selected statistic can only be imported if it exists in the source file.

   • Time interval: Select between 15 min, 30 min, or 1 hour intervals.

   • Number of lines to ignore from the start of file: Specify the lines at the start source file that do not contain data. For example, ignore the first line, which could be the column header row.

   • Delimiter: Select whether the data in the file is tab or comma separated.

   • Time zone: Select between the time zone of the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. or UTC.

5. Select Import.

Related topics 

Export service goals and requirements