Import queue statistics data into selected queues

When you have edited queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. 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.

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..
From the left, select Queues.
Select the queue that the data is imported into.
On the Tools tab, select Import.
Complete the parameters in the 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: 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.
  
  In no campaign mode Mode of working in WFM where you work on schedules for a specific campaign and scheduling period., data is imported in UTC as there could be data from multiple scheduling periods across different time zones.
Select Import.