Genesys Cloud provides a sample .csv file to help you format the information properly for your historical data import. Before you begin, review the Historical Data Import considerations in Historical data import overview. Make sure that the .csv file includes the following columns:

Column Description
Interval Start UTC Date

Any date format similar to that of 2020-01-01T01:00:00, 2020-01-01T01:00:00.000, 2020-01-01T01:00:00Z, 2020-01-01T01:00:00.000Z

Make sure that the date is in exactly 15-minute intervals. For example, 2020-01-01T01:00:00, 2020-01-01T01:15:00, 2020-01-01T01:30:00, 2020-01-01T01:45:00

Note: The seconds must always be 00, the minutes can be 00, 15, 30, 45
Queue The name of the Genesys Cloud queue.
Media Type Voice, chat, email, callback, or message.
Skill Set

(Optional) The name of the skill or skills as defined in Genesys Cloud. Separate each skill by three pipe characters (|||) For example:

recording|||analytics|||forecasting
Language

(Optional) The name of the language as set in Genesys Cloud.
Offered Any valid, positive number.
Interactions Handled  Any valid, positive number.
Total Handle Time (Seconds) Any valid, positive number.

    Example

    Interval Start UTC Date Queue Media Type Skill Set Language Offered Interactions Handled Total Handle Time

    2020-02-26T00:00:00Z

    Example Queue A

    		 Voice forecasting|||scheduling|||recording Spanish 16 6 4

    2020-02-26T00:15:00Z

    		 Example Queue B Chat analytics French 14 7 6

    2020-02-26T00:30:00Z

    		 Example Queue C Voice forecasting|||scheduling|||recording Spanish 16 6 4

    2020-02-26T00:45:00Z

    		 Example Queue C Chat feedback French 14 7 6

    Localized .csv files

    The following attributes are not localized in .csv files:

    • Headers. 
    • Media types: voice, chat, email, callback, and message.
    • Metric numbers: Offered, Interactions Handled, and Total Handle Time.
    • Dates. Use in valid format. For example, YYYY-MM-DDTHH:mm:ss.sssZ, YYYY-MM-DDTHH:mm:ss.sss, YYYY-MM-DDTHH:mm:ssZ and YYYY-MM-DDTHH:mm:ss

    Example

    This example is localized in French:

    Interval Start UTC Date Queue Media Type Skill Set Language Offered Interactions Handled Total Handle Time
    2020-08-15T10:45:00.000Z Exemple de file d’attente 1 VOICE enregistrement|||analyse|||commentaires Espagnol 16 6 4.6
    2020-08-15T11:00:00.000Z Exemple de file d’attente 2 CHAT prévision|||planification Français 14 5 8.2