Historical data import overview

Use the historical data import feature to upload historical interaction data. Workforce management uses this data to generate forecasts using the Automatic Best Method option. This data is also used when generating the Continuous Forecast. For more information, see Main Forecast Overview.

The historical data end date is the latest date and time that you can include in the import file. Workforce management uses your uploaded data for all days before the historical data end date. After the historical data end date, workforce management uses the native Genesys Cloud historical interaction data. Planners usually set this date to the time they transition to the workforce management application.

If native Genesys Cloud historical data includes test data from the initial setup of the Genesys Cloud platform, it can be replaced using the Historical Data upload feature. To replace the test data, set the historical data end date at the end of the test data date range and then import a historical data file with data from your source platform that replaces the test data for forecasting.

Historical data import considerations

When you create or prepare a .csv file to upload, consider the following: 

• You can upload multiple files with each file consisting of unique queue and media combinations. You can:
  • Upload a single file. Create and upload one consolidated file that contains all queue-media combinations.
  • Upload multiple files. 
    • Each file contains different or unique queue and media combinations. When you upload multiple files, the system performs the following validations:
      

      Scenario	Description
      File replacement with same queue and media combinations	File 1 has the combinations Queue 1 – Voice and Queue 2 – Chat. File 2 has identical combinations Queue 1 – Voice and Queue 2 – Chat. The system replaces File 1 with File 2 completely.
      Exact validation with strict matching rules enforced by the system	File 1 has the combinations Queue 1 -Voice and Queue 2 – Chat. File 2 can have two possible scenarios: File 2 is accepted if there is an exact match for queue and media combination – Queue 1 – Voice and Queue 2 – Chat. File 2 is rejected if there is a partial match for queue and media combination – Queue 1 – Voice, Queue 2 Chat, and Queue 3 – Email.

• You can import up to three years of historical data. 
• The maximum size of a single uploaded file can be 5 GB.
• The total maximum storage size for all the successfully uploaded files is 5 GB. If the total size is greater than 5 GB, reduce the number of files or data contained within the files. You can monitor the size of successfully uploaded files in the total storage used.
• The maximum number of successfully uploaded files is 50.
• Record data in 15-minute intervals. 
• The Interval Start UTC Date must be in exact 15 minute (00, 15, 30, 45) intervals.
• The Interval Start UTC Date must be in ISO time stamp format in UTC. Valid date formats: YYYY-MM-DDTHH:mm:ss.sssZ, YYYY-MM-DDTHH:mm:ss.sss, YYYY-MM-DDTHH:mm:ssZ, and YYYY-MM-DDTHH:mm:ss.
• If any interval is missing, the system fills that interval as null.
• You can only include a single language per record of data.
• Skills and language are optional.
• Separate multiple skills with |||, with no spacing between the characters. For example, recording|||analytics|||forecasting.
• Separate commas in attribute names with double quotation marks. For example, if the queue name is music,dance then use “music,dance” as the entry (a single attribute). If you use Microsoft Excel, check to see if Excel quotes the cells automatically without displaying them on screen.
• The system implements exact matching for queues, skills, and languages.
• Number fields (Offered, Interactions Handled, Total Handle Time) should always use “.” for decimal representation.

For more information about historical data import, see the following articles.