Import historical data
To upload historical data, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Data Import.
- In the End Date (UTC) field, click the Calendar icon.
- Select the latest date. Genesys Cloud imports data from the latest date for the specified file.
- In the End Time (UTC) field, click the Clock icon.
- Select the time that you want the import file to use. Genesys Cloud imports data from the latest date for the specified file.
- In the Upload File box, click Choose file. The Choose file to upload dialog box appears.
- Click Import File.
After the file imports, the validation process begins. The Import History table provides status and validation details about the imported data.
Validation details
| Status | Description |
|---|---|
| Import Initiated | The system accepts the requests and begins to upload the data. |
| Import in progress | The system begins to validate the file. |
| Import pending | Validation passed successfully and the batch process begins. The import process completes at approximately 3:00 a.m. local time in each region. |
| Published | The batch process successfully processed the file and the data is ready to use. |
| Replaced | The batch process successfully processed the file but a new successful upload replaced it. |
| Error | The upload was not successful and the file contains errors. Click the link in the Validation Results column for more information. |
| Import Canceled | A new upload was initiated and validated successfully, which cancels the previous request. |
| Purge Pending | Historical data purge request initiated successfully and waits for a batch process to purge the data from Genesys Cloud. The purge process completes at approximately 3:00 a.m. local time in each region. Note: This entry only appears if another table entry contains a Published status. |
| Purge Successful | A data purge process completed successfully. This entry only appears if another table entry contains a Published status. |
File considerations
The file must include data in exactly 15-minute intervals. In the example below, the granularity level configured in 30-minute intervals. Each individual file must have a unique queue and media combination, which must not be duplicated in another file.
| Interval Start UTC Date | Queue | Media Type | Skill Set | Language | Offered | Interactions Handled | Total Handle Time |
|---|---|---|---|---|---|---|---|
| 2020-02-26T00:00:00Z | Example queue 1 | Voice | recording ||| analytics | English | 16 | 6 | 4 |
| 2020-02-26T00:30:00Z | Example queue 1 | Voice | recording ||| analytics | English | 14 | 7 | 6 |
If you send the data, the back-end process considers that no data exists for every 15 minutes as a pattern and creates an incorrect forecast. The values considered in this case are:
| Interval Start UTC Date | Queue | Media Type | Skill Set | Language | Offered | Interactions Handled | Total Handle Time |
|---|---|---|---|---|---|---|---|
| 2020-02-26T00:00:00Z | Example queue 1 | Voice | recording ||| analytics | English | 16 | 7 | 4 |
| 2020-02-26T00:15:00Z | Example queue 1 | Voice | recording ||| analytics | English | Null | Null | Null |
| 2020-02-26T00:30:00Z | Example queue 1 | Voice | recording ||| analytics | English | 14 | 7 | 6 |
| 2020-02-26T00:45:00Z | Example queue 1 | Voice | recording ||| analytics | English | Null | Null | Null |
To correct the issue, split the data into two parts for 00 minutes and another 15 minutes as shown below:
| Interval Start UTC Date | Queue | Media Type | Skill Set | Language | Offered | Interactions Handled | Total Handle Time |
|---|---|---|---|---|---|---|---|
| 2020-02-26T00:00:00Z | Example queue 1 | Voice | recording ||| analytics | English | 8 | 3 | 2 |
| 2020-02-26T00:15:00Z | Example queue 1 | Voice | recording ||| analytics | English | 8 | 3 | 2 |
| 2020-02-26T00:30:00Z | Example queue 1 | Voice | recording ||| analytics | English | 7 | 4 | 3 |
| 2020-02-26T00:45:00Z | Example queue 1 | Voice | recording ||| analytics | English | 7 | 4 | 3 |
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