Import Historical Data

CXone WFM uses ACD data from call centers to create a scheduling forecast. However, you can also import historical data using a CSV file.

Importing historical data is perfect when you don't have enough ACD data, or when your call center doesn't collect ACD data. This way, you can still generate a forecast based on your own historical information.

What happens if you have historical data and import new data for that same period? For example, you import historical data for August, but you already have data for that month. The new data overrides the old and will use that when forecasting.

You can download the CSV file template from the Import Historical Data window.

If you upload your own CSV file, make sure it follows the template format.

Keep in mind, the CSV template currently supports the When Call Ends (WCE) paradigm. This means that the historical data imported via CSV is evaluated based on the WCE paradigm, not on the True to Interval (TTI) paradigm.

To import historical data:

1. Click the app selector and select CXone WFM.

2. Go to Forecasting > ACD Historical Data.

3. Click Import Historical Data.

   You can download the CSV file template from the Import Historical Data window.

4. Click Choose File to locate your CSV file, then click Open.

   Keep in mind, new forecast data will override previously imported data if it has the exact same date, time, and skill.

5. Click Upload.

   An Import Errors summary page will appear if there are any errors while importing.

   The file will be rejected if the file:

   • Has more than 50 errors.

   • Is invalid. An invalid file might have a skill name that doesn't exist or be missing columns.

   If the file is invalid (for example: missing columns, skill name does not exist) or if the file has more than 50 errors, then the file will be rejected.

   If there are no errors, a Data Preview page will appear with a chart presenting the data you uploaded.

   In the Data Preview page, you can:

   • Choose to Show graph by skill. This shows you the volume of interactions based on WEM skills.

   • Change the time range presented in the graph.

   • Drill down to shorter time ranges.

6. In the Data Preview window, review your data, and then click Process Data to complete the upload.

   Your file will appear in the Historical Data page with a status of Processed.

Clear Historical Data

If, for any reason, you want to clear the existing ACD historical data, you can do so from here.

To clear historical data:

1. Click the app selector and select CXone WFM.

2. Go to Forecasting > ACD Historical Data.

3. Click Clear Historical Data. Two-level confirmation is needed to clear the historical data. This way, accidental deletion of the data is prevented.

4. Click Continue to approve first level confirmation of the delete action. This opens a second confirmation message, prompting final confirmation. Click Yes to complete the action. Otherwise, select No to discard the action.

Instead of clearing the historical data, you can import new data that will override what you have.

For example, ACD data started to come into WFM in August. To forecast, you need more historical data, so you import data for June and July. You're now in the middle of September and have enough data to forecast.

What happens if you notice that the historical data for June and July isn't correct?

If you Clear Historical Data, you won't just clear the data for June and July, but everything you collected from ACD. Instead, import the correct historical data for June and July. The new data will override the old. This way, you'll keep the ACD data you collect since August.