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 or semicolons. Semicolons are preferred.
The queue data must be sorted in chronological order based on the date and time columns. You can either sort all rows in chronological order, or sort the rows for each queue in chronological order.
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.

See this example file for details: 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, 30, and 60 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 ACD 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 ACD 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. This value excludes the abandoned short calls because they are counted separately (see row 20). The service level threshold is set in the ACD platform.