Import and export users for QM and Analytics

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

NOTE   

The date format in the CSV files might be changed by a spreadsheet application such as Microsoft Excel to the format that is set in the application as the default. Be aware of this possibility and make sure that the date columns are configured so that the date format is correct. The supported date formats are:

  • DD/MM/YYYY
  • MM/DD/YYYY
  • YYYY-MM-DD
  • YYYY/MM/DD

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

Prerequisites

  • To import users, you must have the Assign User Roles permission.
  • If the file contains any values in the QM Views column, you must have the Edit QM Views permission.

Procedures

Export user data

  • Click Export. Calabrio ONE downloads the file to your PC. By default, the file is named people.csv.

Import user data

  1. Click Choose File, navigate to the CSV file that contains the import data, and then click Open to display the file column headers. See CSV file format for details on the CSV file requirements.
  2. Map the required Calabrio ONE import fields to the appropriate field in the CSV file, and then configure that field’s data type.
  3. Click Import.

    NOTE   Existing users’ data is updated with the values in each column. If a column is left blank or the column is deleted from the import file, any existing data in that column is deleted in Calabrio ONE.

Save a mapping schema for reuse

  1. Click Choose File, navigate to your CSV file, and then click Open to display the file column headers.
  2. Map the required Calabrio ONE 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.
  4. Click Save. This mapping schema will then be available for reuse in a future import.

CSV file format

The CSV file can include columns for the following data in any order. The Email, First Name, and Last Name columns are required; all others are optional. The columns are listed in alphabetical order in this table.

The columns in the CSV file can use the names listed in this table or names that you choose. For example, Email could be Email Address. The column names listed here are the ones used in the Calabrio ONE database. If you use different column names, you must map each custom name to the appropriate Calabrio ONE name.

Column Header Description

ACD ID

The user’s ID within the ACD.

ACD Server ID

The ID of the ACD that is the source of data for the user.

Activated

The date the user was activated.

Company End Date

The date the user left the company.

Company Start Date

The date the user started with the company.

Deactivated

The date the user was deactivated.

To activate a deactivated user when importing users, set this date to 12/31/2999.

Department Start Date

The date the user started with the department.

Display Time Zone

The user’s display time zone. For a list of valid names to use when importing users, see Time zone names.

Email

(Required) The user’s email address.

Employee ID

The user’s employee ID.

Enable Scheduling

Indicates if the user can be scheduled. True/False.

First Name

(Required) The user’s first name.

Full Scope

When set to TRUE, the user has scope over all groups, teams, and users. When set to FALSE, the user’s scope is as configured in the Scope Teams and Scope Groups fields.

Last Name

(Required) The user’s last name.

Locale

The language used by the user.

Login

The user’s login ID.

Max Staffing Group

The maximum staffing group to which the user is assigned.

Member Group

The group to which the user belongs.

QM Views

The views assigned to the user in QM.

Rank

The user’s rank within the contact center.

Roles

The roles assigned to the user. Multiple roles are separated by a semicolon.

Schedule Release Profile

The schedule release profile assigned to this user.

Scheduling Time Zone

The time zone used to schedule the agent.

Scope Groups

The groups within the user’s scope. Multiple groups are separated by semicolons.

Scope Teams

The teams within the user’s scope. Multiple teams are separated by semicolons.

Skill Mappings

The skill mappings assigned to this user.

Team

The user’s assigned team.

User ID

The user’s ID in Calabrio ONE. You can identify the ID number by exporting user data and viewing it in the resulting CSV file.

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

Work Condition Profile

The work condition profile assigned to this user.

Time zone names

The following is a list of allowable time zone names that can be entered in the Users import/export CSV file.

ACT AET Africa/Abidjan
Africa/Accra Africa/Addis_Ababa Africa/Algiers
Africa/Asmara Africa/Asmera Africa/Bamako
Africa/Bangui Africa/Banjul Africa/Bissau
Africa/Blantyre Africa/Brazzaville Africa/Bujumbura
Africa/Cairo Africa/Casablanca Africa/Ceuta
Africa/Conakry Africa/Dakar Africa/Dar_es_Salaam
Africa/Djibouti Africa/Douala Africa/El_Aaiun
Africa/Freetown Africa/Gaborone Africa/Harare
Africa/Johannesburg Africa/Juba Africa/Kampala
Africa/Khartoum Africa/Kigali Africa/Kinshasa
Africa/Lagos Africa/Libreville Africa/Lome
Africa/Luanda Africa/Lubumbashi Africa/Lusaka
Africa/Malabo Africa/Maputo Africa/Maseru
Africa/Mbabane Africa/Mogadishu Africa/Monrovia
Africa/Nairobi Africa/Ndjamena Africa/Niamey
Africa/Nouakchott Africa/Ouagadougou Africa/Porto-Novo
Africa/Sao_Tome Africa/Timbuktu Africa/Tripoli
Africa/Tunis Africa/Windhoek AGT
America/Adak America/Anchorage America/Anguilla
America/Antigua America/Araguaina America/Argentina/Buenos_Aires
America/Argentina/Catamarca America/Argentina/ComodRivadavia America/Argentina/Cordoba
America/Argentina/Jujuy America/Argentina/La_Rioja America/Argentina/Mendoza
America/Argentina/Rio_Gallegos America/Argentina/Salta America/Argentina/San_Juan
America/Argentina/San_Luis America/Argentina/Tucuman America/Argentina/Ushuaia
America/Aruba America/Asuncion America/Atikokan
America/Atka America/Bahia America/Bahia_Banderas
America/Barbados America/Belem America/Belize
America/Blanc-Sablon America/Boa_Vista America/Bogota
America/Boise America/Buenos_Aires America/Cambridge_Bay
America/Campo_Grande America/Cancun America/Caracas
America/Catamarca America/Cayenne America/Cayman
America/Chicago America/Chihuahua America/Coral_Harbour
America/Cordoba America/Costa_Rica America/Creston
America/Cuiaba America/Curacao America/Danmarkshavn
America/Dawson America/Dawson_Creek America/Denver
America/Detroit America/Dominica America/Edmonton
America/Eirunepe America/El_Salvador America/Ensenada
America/Fort_Wayne America/Fortaleza America/Glace_Bay
America/Godthab America/Godthab America/Goose_Bay
America/Grand_Turk America/Grenada America/Guadeloupe
America/Guatemala America/Guayaquil America/Guyana
America/Halifax America/Havana America/Hermosillo
America/Indiana/Indianapolis America/Indiana/Knox America/Indiana/Marengo
America/Indiana/Petersburg America/Indiana/Tell_City America/Indiana/Vevay
America/Indiana/Vincennes America/Indiana/Winamac America/Indianapolis
America/Inuvik America/Iqaluit America/Jamaica
America/Jujuy America/Juneau America/Kentucky/Louisville
America/Kentucky/Monticello America/Knox_IN America/Kralendijk
America/La_Paz America/Lima America/Los_Angeles
America/Louisville America/Lower_Princes America/Maceio
America/Managua America/Manaus America/Marigot
America/Martinique America/Matamoros America/Mazatlan
America/Mendoza America/Menominee America/Merida
America/Metlakatla America/Mexico_City America/Miquelon
America/Moncton America/Monterrey America/Montevideo
America/Montreal America/Montserrat America/Nassau
America/New_York America/Nipigon America/Nome
America/Noronha America/North_Dakota/Beulah America/North_Dakota/Center
America/North_Dakota/New_Salem America/Ojinaga America/Panama
America/Pangnirtung America/Paramaribo America/Phoenix
America/Port-au-Prince America/Port_of_Spain America/Porto_Acre
America/Porto_Velho America/Puerto_Rico America/Rainy_River
America/Rankin_Inlet America/Recife America/Regina
America/Resolute America/Rio_Branco America/Rosario
America/Santa_Isabel America/Santarem America/Santiago
America/Santo_Domingo America/Sao_Paulo America/Scoresbysund
America/Shiprock America/Sitka America/St_Barthelemy
America/St_Johns America/St_Kitts America/St_Lucia
America/St_Thomas America/St_Vincent America/Swift_Current
America/Tegucigalpa America/Thule America/Thunder_Bay
America/Tijuana America/Toronto America/Tortola
America/Vancouver America/Virgin America/Whitehorse
America/Winnipeg America/Yakutat America/Yellowknife
Antarctica/Casey Antarctica/Davis Antarctica/DumontDUrville
Antarctica/Macquarie Antarctica/Mawson Antarctica/McMurdo
Antarctica/Palmer Antarctica/Rothera Antarctica/South_Pole
Antarctica/Syowa Antarctica/Vostok Arctic/Longyearbyen
ART Asia/Aden Asia/Almaty
Asia/Amman Asia/Anadyr Asia/Aqtau
Asia/Aqtobe Asia/Ashgabat Asia/Ashkhabad
Asia/Baghdad Asia/Bahrain Asia/Baku
Asia/Bangkok Asia/Beirut Asia/Bishkek
Asia/Brunei Asia/Calcutta Asia/Choibalsan
Asia/Chongqing Asia/Chungking Asia/Chungking
Asia/Colombo Asia/Dacca Asia/Damascus
Asia/Dhaka Asia/Dili Asia/Dubai
Asia/Dushanbe Asia/Gaza Asia/Harbin
Asia/Hebron Asia/Ho_Chi_Minh Asia/Hong_Kong
Asia/Hovd Asia/Irkutsk Asia/Istanbul
Asia/Jakarta Asia/Jayapura Asia/Jerusalem
Asia/Kabul Asia/Kamchatka Asia/Karachi
Asia/Kashgar Asia/Kathmandu Asia/Katmandu
Asia/Kolkata Asia/Krasnoyarsk Asia/Kuala_Lumpur
Asia/Kuching Asia/Kuwait Asia/Macao
Asia/Macau Asia/Magadan Asia/Makassar
Asia/Manila Asia/Muscat Asia/Nicosia
Asia/Novokuznetsk Asia/Novosibirsk Asia/Omsk
Asia/Oral Asia/Phnom_Penh Asia/Pontianak
Asia/Pyongyang Asia/Qatar Asia/Qyzylorda
Asia/Qyzylorda Asia/Rangoon Asia/Riyadh
Asia/Riyadh87 Asia/Riyadh88 Asia/Riyadh89
Asia/Saigon Asia/Sakhalin Asia/Samarkand
Asia/Seoul Asia/Shanghai Asia/Singapore
Asia/Taipei Asia/Tashkent Asia/Tbilisi
Asia/Tehran Asia/Tel_Aviv Asia/Thimbu
Asia/Thimphu Asia/Tokyo Asia/Ujung_Pandang
Asia/Ulaanbaatar Asia/Ulan_Bator Asia/Urumqi
Asia/Vientiane Asia/Vladivostok Asia/Yakutsk
Asia/Yekaterinburg Asia/Yerevan AST
Atlantic/Azores Atlantic/Bermuda Atlantic/Canary
Atlantic/Cape_Verde Atlantic/Faeroe Atlantic/Faroe
Atlantic/Jan_Mayen Atlantic/Madeira Atlantic/Reykjavik
Atlantic/South_Georgia Atlantic/St_Helena Atlantic/Stanley
Australia/ACT Australia/Adelaide Australia/Brisbane
Australia/Broken_Hill Australia/Canberra Australia/Currie
Australia/Darwin Australia/Lindeman Australia/Hobart
Australia/LHI Australia/North Australia/Lord_Howe
Australia/Melbourne Australia/Queensland Australia/NSW
Australia/Perth Australia/Tasmania Australia/South
Australia/Sydney Australia/Yancowinna Australia/Victoria
Australia/West Brazil/DeNoronha BET
Brazil/Acre BST Brazil/East
Brazil/West Canada/East-Saskatchewan Canada/Atlantic
Canada/Central Canada/Newfoundland Canada/Eastern
Canada/Mountain Canada/Yukon Canada/Pacific
Canada/Saskatchewan Chile/Continental CAT
CET CST Chile/EasterIsland
CNT Cuba CST6CDT
CTT EET EAT
ECT EST Egypt
Eire Etc/GMT+0 EST5EDT
Etc/GMT Etc/GMT+11 Etc/GMT+1
Etc/GMT+10 Etc/GMT+3 Etc/GMT+12
Etc/GMT+2 Etc/GMT+6 Etc/GMT+4
Etc/GMT+5 Etc/GMT+9 Etc/GMT+7
Etc/GMT+8 Etc/GMT-10 Etc/GMT-0
Etc/GMT-1 Etc/GMT-13 Etc/GMT-11
Etc/GMT-12 Etc/GMT-3 Etc/GMT-14
Etc/GMT-2 Etc/GMT-6 Etc/GMT-4
Etc/GMT-5 Etc/GMT-9 Etc/GMT-7
Etc/GMT-8 Etc/UCT Etc/GMT0
Etc/Greenwich Etc/Zulu Etc/Universal
Etc/UTC Europe/Athens Europe/Amsterdam
Europe/Andorra Europe/Berlin Europe/Belfast
Europe/Belgrade Europe/Bucharest Europe/Bratislava
Europe/Brussels Europe/Copenhagen Europe/Budapest
Europe/Chisinau Europe/Guernsey Europe/Dublin
Europe/Gibraltar Europe/Istanbul Europe/Helsinki
Europe/Isle_of_Man Europe/Kiev Europe/Jersey
Europe/Kaliningrad Europe/London Europe/Lisbon
Europe/Ljubljana Europe/Malta Europe/Luxembourg
Europe/Madrid Europe/Monaco Europe/Mariehamn
Europe/Minsk Europe/Oslo Europe/Moscow
Europe/Nicosia Europe/Prague Europe/Paris
Europe/Podgorica Europe/Samara Europe/Riga
Europe/Rome Europe/Simferopol Europe/San_Marino
Europe/Sarajevo Europe/Stockholm Europe/Skopje
Europe/Sofia Europe/Tiraspol Europe/Tallinn
Europe/Tirane Europe/Vatican Europe/Uzhgorod
Europe/Vaduz Europe/Volgograd Europe/Vienna
Europe/Vilnius Europe/Zaporozhye Europe/Warsaw
Europe/Zagreb GB-Eire Europe/Zurich
GB Greenwich GMT
GMT0 Iceland Hongkong
HST Indian/Chagos IET
Indian/Antananarivo Indian/Comoro Indian/Christmas
Indian/Cocos Indian/Maldives Indian/Kerguelen
Indian/Mahe Indian/Reunion Indian/Mauritius
Indian/Mayotte IST Iran
Israel JST Jamaica
Japan MET Kwajalein
Libya Mexico/General Mexico/BajaNorte
Mexico/BajaSur Mideast/Riyadh89 Mideast/Riyadh87
Mideast/Riyadh88 MST7MDT MIT
MST NST Navajo
NET Pacific/Apia NZ
NZ-CHAT Pacific/Chuuk Pacific/Auckland
Pacific/Chatham Pacific/Enderbury Pacific/Easter
Pacific/Efate Pacific/Funafuti Pacific/Fakaofo
Pacific/Fiji Pacific/Guadalcanal Pacific/Galapagos
Pacific/Gambier Pacific/Johnston Pacific/Guam
Pacific/Honolulu Pacific/Kwajalein Pacific/Kiritimati
Pacific/Kosrae Pacific/Midway Pacific/Majuro
Pacific/Marquesas Pacific/Norfolk Pacific/Nauru
Pacific/Niue Pacific/Palau Pacific/Noumea
Pacific/Pago_Pago Pacific/Ponape Pacific/Pitcairn
Pacific/Pohnpei Pacific/Saipan Pacific/Port_Moresby
Pacific/Rarotonga Pacific/Tarawa Pacific/Samoa
Pacific/Tahiti Pacific/Wake Pacific/Tongatapu
Pacific/Truk PLT Pacific/Wallis
Pacific/Yap Portugal PNT
Poland PST PRC
PRT Singapore PST8PDT
ROK SystemV/AST4ADT SST
SystemV/AST4 SystemV/EST5 SystemV/CST6
SystemV/CST6CDT SystemV/MST7 SystemV/EST5EDT
SystemV/HST10 SystemV/PST8PDT SystemV/MST7MDT
SystemV/PST8 Turkey SystemV/YST9
SystemV/YST9YDT US/Alaska UCT
Universal US/Central US/Aleutian
US/Arizona US/Hawaii US/East-Indiana
US/Eastern US/Mountain US/Indiana-Starke
US/Michigan US/Samoa US/Pacific
US/Pacific-New W-SU UTC
VST   WET
Zulu