Prepare the historical data import .csv file

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

Interval start timestamp in UTC Timezone.

  • Must follow ISO 8601 format: YYYY-MM-DDThh:mm:ssZ or YYYY-MM-DDThh:mm:ss.sssZ
  • Minutes must be exactly on 15-minute intervals (00, 15, 30, or 45)
  • Seconds must always be 00 and Milliseconds (.000)
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 is set in Genesys Cloud.
Offered

Number of interactions offered in the interval.

Any valid, positive number.
Interactions Handled 

Number of interactions handled in the interval.

Any valid, positive number.
Total Handle Time (Seconds)

Time (seconds) taken to handle the interactions in the interval.

Any valid, positive number.
    Note: Each individual file must have a unique queue and media combination, which should not be duplicated in another file. File name should not contain whitespace or {^}%`]”>/:[~<#|

    Example

    You can upload a single .csv file with the following combinations.

    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

    Example

    You can upload multiple .csv files with the following combinations.

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

    2020-02-26T00:00:00Z

    Example Queue A

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

    2020-02-26T00:15:00Z

    		 Example Queue D Chat analytics French 14 7 6

    2020-02-26T00:30:00Z

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

    2020-02-26T00:45:00Z

    		 Example Queue C Voice feedback French 14 7 6

    You can upload both .csv files individually, or merge both to create a single .csv file and upload. 

    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
    • Skill set and language are entered in the same localized language as created in Genesys Cloud.