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.
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
- 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.
- Map the required Calabrio ONE import fields to the appropriate field in the CSV file, and then configure that field’s data type.
-
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
- Click Choose File, navigate to your CSV file, and then click Open to display the file column headers.
- Map the required Calabrio ONE import fields to the appropriate field in the CSV file, and then configure that field’s data type.
- Enter a name for the mapping in the Mapping Name field.
- Click Save. This mapping schema will then be available for reuse in a future import.
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.
IMPORTANT A user's email addresses must be valid and configured on the customer SMTP prior to adding a new user to Calabrio ONE or updating an existing user's email address in Calabrio ONE. Otherwise, Calabrio ONE cannot send emails to the user's email address. This message is only applicable to organizations that have configured users to receive activation and welcome emails to set their passwords.
| 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. |
|
|
(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 |
Related topics
- Import new employees for WFM—Import users into New WFM