Import and export teams for QM and Analytics

Select the “Import and export teams” option to import new or edited team or export existing teams. The import and export data is in CSV format.

The columns can use the field names below as the header names or you can use field names you choose (for instance, “Name” could be “Team Name”). The column names listed here are the names used in the Workforce Optimization database. If you use different column names you must map each custom name to the appropriate Workforce Optimization name.

Once you have configured how your import file fields are mapped to the Workforce Optimization fields, you can save that mapping for reuse.

Export team data

  • Click Export. Workforce Optimization downloads the file (named teams.csv) to your PC in CSV format.

Import team data

  1. Click Choose File, navigate to your team CSV file, and then click Open to display the file column headers. The file can use the default column header names below or you can use header names you choose (for instance, “Name” could be “Team Name”). If you use different column header names you must map each custom name to the appropriate Workforce Optimization name.

    Column Header Description

    Team ID

    The team’s ID in the ACD. You can identify the ID number by exporting team data and viewing it in the resulting CSV file. If you import a team with a Team ID that already exists in the database, the imported data for that Team ID overwrites the data in the database.

    If the team is a new team, the ID must be set to 0 (zero) or the import will fail.

    Name

    The name of the team.

    Activated Date

    The date the team was activated.

    Deactivated Date

    The date the team was deactivated.

    Parent Group ID

    The group to which the team belongs.

    Productivity Compilation

    (False/True) Indicates if the team’s statistics are to be included when the Capture service compiles productivity statistics.
  2. Map the required Workforce Optimization import fields to the appropriate field in the CSV file, and then configure that field’s data type.
  3. Click Import.

Save a mapping schema for reuse

  1. Click Choose File, navigate to your team CSV file, and then click Open to display the file column headers.
  2. Map the required Workforce Optimization import fields to the appropriate field in the CSV file, and then configure that field’s data type.
  3. Enter a name for the mapping in the Mapping Name field, and then click Save. This mapping schema will be available for reuse in a future import.