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 Calabrio ONE 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 Calabrio ONE, 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 Calabrio ONE user name.
windowsLogin No String The user’s Windows login, if Active Directory is used.

File example

Copy 
acdServerId,acdId,employeeId,firstName,lastName,roles,teamAcdId,username,windowsLogin,displayTimeZone,enableScheduling
1,1001,123,Larry,Jones,Agent;Supervisor,9001,[email protected],larry.jones,America/Chicago,true
1,1002,456,Bob,Henderson,Agent,9001,[email protected],bob.henderson,America/Chicago,true
1,1003,789,Sara,Williams,Agent,9002,[email protected],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

Copy 
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.