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WFM: Importing History

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When historical data is not available, it can be imported by uploading a CSV or a Zendesk file. This feature is useful for all channels, such as telephone, email or instant messaging from other platforms. 

History importing is available on the Forecast page, by clicking the Import History button, which opens the side panel.

 

File Types

You are able to import historical data in the following file types:

  • CSV
  • WFM
  • Zendesk

 

Preparing the CSV File

 

Data needed

  • Queue - Determines the queue for which the data is being imported. It is possible to have data from multiple queues, as long as they have separate entries on the file (one per row). This value is mandatory.
  • Date/Time - Determines the time interval that the data refers to. It should state the interval’s start time. Later, it will be possible to select the duration of each interval. WFM supports multiple date formats, namely: 
    • dd/MM/yyyy
    • MM/dd/yyy
    • MM/dd/yy
    • yyyy-MM-dd
    • yyyyMMdd 

Time must be in 24-hour format (H24:MM:SS). This value is mandatory.

  • CVO (Contact Volume Offered) - This value is mandatory and must be an integer.
  • AHT (Average Handle Time) - The AHT must be in seconds. This value is mandatory and must be an integer.
  • SLA% – States the percentage of answered CVO within the service level. It must be an integer between 0 and 100.
  • AWT (Average Wait Time) - This value refers to the AWT before contacts are answered. It must be in seconds and must be an integer.
  • ATA (Average Time to Abandon) - This value must be in seconds and must be an integer.
  • Occ - This is the Occupancy percentage. It must be an integer between 0 and 100.
  • Staff - Number of agents allocated to the queue during this interval. It must be an integer.
  • Backlog - Deferred queue work items in the backlog. It must be an integer.

Creating the CSV File

The first row on the file must have each field's name as the headers. All other rows are the values to be imported. The headers must contain all the fields, even if no data related to that column is to be imported.

 

Example:

Queue*

Date/Time*

CVO*

AHT*

SLA%

AWT

AV

ATA

Occ

Staff

Backlog

String

DD/MM/YYYY H24:MM:SS

Integer

Integer

Integer

Integer

Integer

Integer

Integer

Integer

Integer

Agents

31/12/2022 18:45:00

10

100

15

5

6

7

8

2

0

 

Download the template file at the bottom of the page.

Note: The file must be below 10 MB.



Missing Values

Some systems may not provide certain metrics for the report. To allow for quick import and avoid systematic editing of the file, users can define the default values to be considered missing from the imported file on the page itself. 

Field

Scenario

Handling

File

User-Defined

Contact Volume Offered (CVO)

Missing

Not Defined

Considered as 0

Missing

Defined

Considered as User Defined value

Present

Not Defined

Considered as File value

Present

Defined

Considered as File value

Average handle time (AHT)

Missing

Not Defined

Considered as 0

Missing

Defined

If CVO=0, AHT will be 0. Considered as User Defined value

Present

Not Defined

If CVO=0, AHT will be 0. Considered as File value

Present

Defined

If CVO=0, AHT will be 0. Considered as File value

All other metrics

Missing

Not Defined

Considered as NULL

Missing

Defined

Considered as User Defined value

Present

Not Defined

Considered as File value

Present

Defined

Considered as File value



File Granularity

WFM works with 15-minute intervals. All data in files with a time granularity of 30 minutes or 60 minutes is converted to 15-minute intervals. The table below explains the processing performed by WFM for each metric:

 

Metric

Distribution Calculation

 

Metric

Distribution Calculation

CVO

Divide using carry-over rounding*

SL%

Keep the original value

AHT

Keep the original value

Staffing

Keep the original value

ATA

Keep the original value

Occupancy

Keep the original value

AV

Divide using carry-over rounding*

Backlog

Keep the original value

 

Uploading the CSV File

On the Forecast page, click on Upload History.

Screen_Shot_2022-03-29_at_11.20.06_AM.png

  • “File upload” [1] - Select the CSV file. This field is mandatory.
  • “File format” [2] - Select the file’s format. You must select CSV. This field is mandatory.
  • “Timezone” [3] - Select the timezone for the file to be uploaded. This field is mandatory.
  • “File date format” [4] - Select the date format displayed in the file. This field is mandatory.
  • “Interval granularity” [5] - Specify the time granularity of the file. WFM supports 60 minutes, 30 minutes, and 15 minutes. If the granularity is 30 or 60 minutes, statistics on file are broken down into 15-minute intervals. This field is mandatory. 
  • “Header rows” [6] - Number of header rows displayed in the file. Header rows are ignored by WFM. This field is mandatory.
  • “Forecast and schedules update” [7] -  If the checkbox is selected, the forecast and schedules will be updated after the file is imported.

Screen_Shot_2022-03-29_at_11.20.47_AM.png

  • “Missing values” [8] - See the Missing Values section for more information.

After all the selections are done, click the Confirm and upload button [9] at the bottom of the box.



Uploading Feedback

Screen_Shot_2022-03-29_at_11.51.20_AM.png

After uploading, the file will be processed [1] and the green message should then appear [2]. If the red message appears [3], it means no information was uploaded, due to an error in the file.

 

Importing History from Zendesk

 

Configuring GoodData Report

In order to export history information from Zendesk, it is necessary to properly set up a report using GoodData:

  1. Access Zendesk.
  2. Click the "GoodData" link and select Reports.
  3. Create a new report:
    • Ticket creation date
    • Ticket group
    • Other appropriate filters
      • What - # of tickets created.
      • How - Date (DD/MM/YYYY), Hour ticket created (H24), Ticket Group (as L).
      • Filter:
  4. Save the created report.

The exported file must have the following format:

Ticket Group*

Date (Event)*

Hour Ticket Created*

#Tickets Created*

#Backlog Tickets

String

DD/MM/YYYY

H24

Integer, >=0

Integer, >=0

*Mandatory field.

 

Ticket Group - Corresponds to the Queue/Ring Group in WFM/TD (case-sensitive).

Date (Event) - Date the ticket was created.

Hour Ticket Created - Hour the ticket was created.

#Tickets Created - Number of tickets created on that date/hour.

#Backlog Tickets - Number of ongoing tickets. Note that Zendesk does not provide this information for Hourly reports, so it must be manually added to the file.

 

Exporting information

Run the created report for the desired period and export data as CSV.
Using Excel or other file editing tools, it is possible to add the backlog to each row of the exported file.

 

Importing History from Talkdesk

To import history from Talkdesk, use Explore to export the required history to a CSV file, and then import as necessary.

WFM canonical file format is:

Queue* Date/Time* CVO* AHT* SLA% AWT AV ATA Occ Staff Backlog
string DD/MM/YYYY H24:MM:SS int int int int int int int int int


* Mandatory field.

Importing History from other systems

WFM supports importing history from any system, provided that the file format used is compatible with either the WFM file format or Zendesk file format.

For further assistance, please reach out to your Customer Success Manager or Talkdesk Support.

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