Import and sync file-based data
You can import and synchronize QM and Analytics user and team data using GIS functionality to add and update this data.
NOTE You cannot delete data using files. That function remains a manual process.
The files are placed in the location configured in Workforce Optimization Application Management on the Data Server Configuration page in the Regional Data Server GIS File Location section. The Data Server will import files from this location. Once the files are processed by the sync process, the files are archived both on the Data Server and in the cloud.
Good files are archived under the ~/gis/archives<date> folder on the Data Server. They are kept for 1 week. Bad files are not uploaded. They are moved to the ~/gis/penaltyBox/<date> folder on the Data Server, and no further attempts are made to upload them.
Users file
User information is contained in a file called Users.csv. When the file is imported:
- Users are created if they do not exist in the Data Server, and roles are assigned.
-
If users already exist, the user names and teams are updated, roles are assigned if not already assigned.
NOTE Do not reactivate users that have been deactivated. This is to allow you to manually deactivate a team without deactivating users in the ACD.
- Users are assigned to the default team if the team colum is missing or if no team is specified for the user.
- Users must have at least one valid role assigned to them. If a role specified in the file does not exist in Workforce Optimization, then it is skipped without error.
The details of this file are as follows. Fields in the CSV file can be in any order from left to right.
Field | Required? | Type | Description |
---|---|---|---|
acdId | Yes | String | The user’s identifier in the ACD. |
acdServerId | Yes | Number | Identifier of the ACD. This is the number of the ACD shown on the ACD Configuration page. |
displayTimeZone | No | String | The time zone the user’s schedules are to be displayed in, in Olson Timezone format. If none is provided, the tenant’s timezone is used. |
employeeId | No | String | The user’s employee ID. |
enableScheduling | Yes | Boolean | True or False. Enables the user to be scheduled. |
firstName | Yes | String | The user’s first name. |
lastName | Yes | String | The user’s last name. |
roles | Yes | String | The roles assigned to the user. Multiple roles are delimited by semicolons. The roles listed must exist. |
teamAcdId | No | String | The ACD ID of the team associated with the user. |
username | No | String | The user’s Workforce Optimization user name. |
windowsLogin | No | String | The user’s Windows login, if Active Directory is used. |
File example
acdServerId,acdId,employeeId,firstName,lastName,roles,teamAcdId,username,windowsLogin,displayTimeZone,enableScheduling
1,1001,123,Larry,Jones,Agent;Supervisor,9001,larry.jones@t.com,larry.jones,America/Chicago,true
1,1002,456,Bob,Henderson,Agent,9001,bob.henderson@t.com,bob.henderson,America/Chicago,true
1,1003,789,Sara,Williams,Agent,9002,sara.williams@t.com,sara.williams,America/Chicago,true
Teams file
Team information is contained in a file called Teams.csv. When the file is imported:
- Teams are created if they do not exist in the Data Server.
- If teams already exist, the team names are updated.
- Teams that were synchronized before but do not exist in the current upload file are deactivated.
- Do not reactivate a team that has been deactivated. This is to allow you to manually deactivate the team without deactivating it in the ACD.
The details of this file are as follows. Fields in the CSV file can be in any order from left to right.
Field | Required? | Type | Description |
---|---|---|---|
acdId | Yes | String | The team’s identifier in the ACD. |
acdServerId | Yes | Number | Identifier of the ACD. This is the number of the ACD shown on the ACD Configuration page. |
name | Yes | String | The team’s name. |
File example
acdServerId,acdId,name
1,9001,Sales
1,9002,Support
1,9003,Customer Relations
Field | Required? | Type | Description |
---|---|---|---|
acdId | Yes | String | The service queue’s identifier in the ACD. |
acdServerId | Yes | Number | Identifier of the ACD. This is the number of the ACD shown on the ACD Configuration page. |
name | Yes | String | The team’s name. |