E Erlangly

Importing data

People, volume history and time off can come from a spreadsheet saved as CSV. Every import shows what it will do before anything changes, and the latest one can be undone. Each import page has a template to download.

People

  • Matched by employee_number: a new number adds a person, a known one updates them. Blank cells leave what's there.
  • Columns: employee_number, first_name, last_name, email, site, team, employment_type (full_time, part_time, temporary), hired_on, lobs (names or codes, separated by semicolons), max_weekly_hours, days_per_week, acd_id, acd_source.
  • Sites, teams and lines of business must exist first. ACD IDs belong to your connection (Settings → Connections); with several connections, name one in acd_source.

Volume history

  • One row per interval: interval_start, lob (name or code) or queue (an ACD queue ID), contacts, and optionally aht_seconds and abandons.
  • Times are in the line of business's time zone unless they carry an offset. Several queues of one line of business are added together; importing an interval again replaces it.
  • Six weeks of history make a good forecast; eight or more is better. The API takes the same rows.

Time off

  • One row per stretch: employee_number, type (VACATION, PERSONAL, SICK, BEREAVEMENT, UNPAID, or the name), first_day, and optionally last_day, from and to times for part of a day, and a note.
  • Imported time off is approved. Rows that overlap time off someone already has, or each other, are left out and listed.