Import queue statistics data into selected queues
When you have edited queue statistics data in a third-party application, you can import that data into a queue. Import all the data held in the source file or import only a selection of the statistics from the file. Data can only be imported into the queues you currently have selected and for a selected scheduling period or date range. If you select a date range, it can only be for a maximum of 62 days. To import data into any queues you have not selected, use the Bulk Import.
The ability to import data is useful if you have been editing the data in a third-party application like Excel.
Before you begin
You must only have a single queue selected.
Procedure
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Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics.
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From the left, select Queues.
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Select the queue that the data is imported into.
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On the Tools tab, select Import.
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Complete the parameters in the Import dialog:
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Import file name: Browse to the data file.
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Data to import: By default, a list of all statistics is enabled for import. Clear the selection of any statistic you do not want to import.
Data for a selected statistic can only be imported if it exists in the source file.
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Time interval: Select between 15 min, 30 min, or 1 hour intervals.
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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.
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Delimiter: Select whether the data in the file is tab or comma separated.
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Time zone: Select between the time zone of the campaign or UTC.
In no campaign mode, data is imported in UTC as there could be data from multiple scheduling periods across different time zones.
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Select Import.