Historical data import overview

Prerequisites 
  • Workforce Management > Historical Data > Upload permission
  • Queues, skills, and languages configured in Genesys Cloud

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.

Notes:
  • No auto-population exists for planning group route paths for imported data. Make sure that the workforce management planner or supervisor identifies the appropriate route paths and then builds them manually before uploading historical data files.
  • Data files that validate successfully take up to 24 hours to import. The import process, when in Pending status, completes at approximately 3:00 a.m. local time in each region.
  • Currently, you can only upload one file at a time, per organization. Any newly uploaded file replaces a previously uploaded file.
  • You cannot set the historical end date to a future date. If you have not yet cut over or gone live with Genesys Cloud, you can still import history and build a forecast at any time using the historical data import feature. After you reach the cutover date, you may want to import a new file that includes history up to your cutover date, and change the historical end date setting at that time. This process ensures that no gaps exist in historical data between imported history and native Genesys Cloud data.

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:

  • Currently, you can only upload one file at a time, per organization. Any newly uploaded file replaces a previously uploaded file.
  • You can import up to three years of historical data. 
  • The maximum file size is 5 GB. If the file size is greater than 5 GB, reduce the number of weeks. 
  • 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.