Bulk import queue statistics data

A standard import only allows you to import statistics data to queues you have selected and within a single scheduling period or date selection. The bulk import conveniently allows you to import data to any number of queues and across any date range. Using bulk import, you have the option of importing all the data from the file, or selecting a subset of the data.

Data can only be imported into queues that exist in the system. Data for any queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. named in the file, that does not exist in the system is ignored during import.

When importing data, the DATE_TIME_FORMAT header is used to specify the date and time format of the data in the file. If this header is missing from the import file, the date and time format to use is taken from the format specified in the user preferences. If the format used in the file does not match the specified date and time format of the user, the import fails.

We recommend checking the date format used before starting the import, as once the import has started, it cannot be stopped and runs to completion.

Procedure

Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics..
On the Tools tab, select Bulk Import.
Complete the parameters in the Bulk Import dialog:
- Import file name: Browse to the data file.
- 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.
- 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 for bulk import is always UTC as there could be data from multiple scheduling periods across different time zones.
Select Import.