About queue data file format

A queue data import file can be used to import historical queue data to base a forecast on. The queue data is imported when the workload is set up or later in the Queues view in the workload properties.

Important considerations

Formatting of the import file

  • Use a standard CSV or TXT file.
  • The file encoding must be UTF-8.
  • The file name must be unique. A date and timestamp often help.
  • The file cannot contain any column headers.
  • The fields can be separated with commas, semicolons or tab. Semicolons are preferred.
  • All fields are required and must be in the indicated order. Therefore, do not delete any fields.
  • If you export data from your platform it is likely that the exported file has a different order or a different number of fields than the format defined below. In that case you must manually verify the order in the exported file and rearrange them to match the import format.

The import file fields

Field 1 defines the interval length. Fields 2 to 5 defines the date, time and the unique queue. Fields 6 to 21 contain the queue data for the defined queue and interval. Queue import example file.

Even though all fields are required, data is only required for some fields. Please see the list to determine which are required and which are optional.

  • The Required fields are needed in order to create a basic forecast.
  • Some fields are marked as Suggested. These are not mandatory but are used to create a more accurate forecast.
  • Fields marked as Optional are only used for reporting.

If there is no data for a column, enter 0 (zero). Similarly, if there is no data for a specific interval, enter 0.

The format requirements of the fields are important. See the information for each field in the table below.

Import file fields
No. Field Type Unit

Field in data mart
(Table:fact_queue)

Importance Description
01 interval mm Minutes interval_id Required The length of the interval (15 and 30 minutes supported).
02 date_from yyyyMMdd date_id Required

The date of the reported interval. This field must be in yyyyMMdd format. If you work in Excel, use the text format for this field. Otherwise Excel often changes the date to the Microsoft format, which causes problems when saving to a CSV file.

03 time hh:mm Hours and
minutes
interval_id Required Start time of the reported interval (24-hour clock). This must be in HH:MM or H:MM format.
04 queue char(100)   queue_id Required The unique alphanumeric identifier of the queue/skill being imported. If there is no unique ID but the queue name is unique, use the queue name in this field too.
05 queue_name char(100)   queue_id Required The name of the queue being imported. This can be letters or numbers and can contain spaces.
06 offd_direct_
call_cnt
int   offered_calls Required The number of offered calls for that interval and queue.
07 overflow_in_
call_cnt
int   overflow_in_calls Optional The number of calls transferred from another queue to this queue.
08 aband_call_cnt int   abandoned_calls Suggested The number of abandoned calls for that interval and queue.
09 overflow_out_
call_cnt
int   overflow_out_calls Optional The number of calls transferred from this queue to another queue.
10 answ_call_cnt int   answered_calls Required

The number of calls that were answered per interval and queue.

11 queued_and_
answ_call_dur
int Seconds speed_of_answer_s Optional

The total queue time for all answered calls, in seconds, not mm:ss.

12 queued_and_
aband_call_dur
int Seconds time_to_abandon_s Optional

The total queue time for all abandoned calls, in seconds, not mm:ss.

13 talking_call_dur int Seconds talk_time_s Suggested The total time agents handled a call, in seconds (not mm:ss).
14 wrap_up_dur int Seconds after_call_work_s Suggested

The total time agents spent in after call work or wrapup, in seconds (not mm:ss).

15 queued_answ_
longest_que_dur
int Seconds longest_delay_in_
queue_answered_s
Optional

The longest a call waited in queue before being answered, in seconds (not mm:ss).

16 queued_aband_
longest_que_dur
int Seconds longest_delay_in_
queue_abandoned_s
Optional

The longest time a call waited in queue before the caller abandoned the call, in seconds (not mm:ss).

17 avg_avail_
member_cnt
int   Not in data mart Optional

Currently not used. Set it to 0 (zero).

18

ans_servicelevel_
cnt

int   answered_calls_
within_SL
Suggested

The number of calls that were answered within the service level threshold. The threshold is set in the CTI platform.

19 wait_dur int Seconds idle_time_s Optional

Currently not used. Set it to 0 (zero).

20 aband_short_
call_cnt
int   abandoned_short_
calls
Suggested

The number of calls that were abandoned before reaching the "short" call threshold. The threshold is set in the CTI platform.

21 aband_within_
sl_cnt
int   abandoned_calls_
within_SL
Suggested

The number of calls that were abandoned before reaching the service level threshold. The threshold is set in the CTI platform.

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