Email queue statistics file format
An email queue statistics file can be used to import historical email queue statistics 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.
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
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.
|No.||Field in database||Type||Unit||
Field in Teleopti WFM report “Queue Statistics”
|Importance||Data type – Description|
|01||queue_id||char(100)||n/a – for internal mapping only||Required||
The queue’s or case type’s unique identifier. Primary Key.
Original queue/case name or definition in the e-mail/CRM system. Primary Key.
|03||task_id||char(50)||n/a||Required||The identifier of this single e-mail or case. Primary Key.|
|(“Date / Interval” + counted as “Offered Calls” and “Answered Calls”)||Required||Date and time when the e-mail/case entered the queue/skill. Primary Key. The e-mail/case is reported based on this date and time in Teleopti forecasts.|
|n/a||Required||Date and time when the e-mail/case was first handled by an agent. If it has been agreed to export e-mails or cases which are not completed yet, this shall be set to the offered_date_and_time if it has not yet been handled.|
|n/a||Optional||Date and time when the e-mail/case was fully completed. If it has been agreed to export e-mails or cases which are not completed yet, this can be left empty.|
|07||task_work_time_in_s||int||Talk Time||Required||Total time the e-mail/case was handled by agents in this queue (in seconds).|
|08||after_task_work_time_in_s||int||Seconds||After Call Work (ACW)||Required||If applicable, the wrap-up/ACW time for this task in this queue.|
|09||queuing_time_in_s||int||Seconds||Speed of Answer||Optional||Queue time for a queued and handled e-mail/case. Should reflect the total time from an e-mail/case entering the queue to being answered, i.e. including handling time and parked time. For cases consisting of several sub-activities, this should be the time until the first answer. If this is not provided, Teleopti will default the queing time to be the difference between offered_date_and_time and first_handled_date_and_time.|
|10||is_handled_within_service_level||bit||Answered Within Service Level||Optional||Reported as 1 if the email/case was handled within the service level for this queue. Reported as 0 if not.|
String, 50 characters – For informational use or as agreed upon. Could be any text or one of the following: “Completed”“Transferred” “Offered” (not completed yet)