Forecast Import File

At a Glance

File name: Forecast-[YYMMDD][HHMM].xml, where [YYMMDD] is the date in YYMMDD format, and [HHMM] is the time in HHMM format.

File type: XML

Forecast data import files allow you to import forecast data for one or more contact types (CTs) into IEX WFM Integrated. If you currently cut and paste forecast spreadsheet data into the IEX WFM Adjust Forecast screen, this is a more efficient way of moving that data.

Key Facts about Forecast Data Files

• You can import daily values or periodic values. Daily values are allocated to periods within the date based on the existing forecast distribution.
• You can include multiple CTs in the same data file.
• Each file must contain the elements described in the Document Type Definition.

• Element tags are case-sensitive.

• Date and time elements should use the CT's time zone.

• Field length for all entity names and user-defined data items is 64 characters unless otherwise noted.
• Limit file names to 30 characters.

• Maximum file size is 5 MB.

• If errors occur during file processing, the data may not import properly. Check file formatting before contacting your IEX WFM Integrated Account Representative.

General Processing Information

For each updated period: 

• The revised data fields are updated with imported data (as opposed to the original data fields). This includes periods updated as a result of importing a daily value to be distributed to periods within that date.

• Forecast Requirement values are updated after the data import writes the imported values to the database. The forecast objectives stored in the Forecast record are used to calculate the Forecast Requirement values.

• For multi-skill customers:

  • Requirements are not stored with multi-skill efficiency applied. No processing for multi-skill efficiency is needed.
  • Multi-skill efficiency values are not automatically updated by the import. You must run a simulation to update these values.

• For periods where the CT: 

  • Is not workload-based, Contacts Handled is set to 0.

  • Is workload-based, Contacts Handled is set to the same value as contactsReceived. After the IEX WFM Integrated processes the import file, you should regenerate a Plan (forecast) for the workload-based CT to recalculate the Contacts Handled values.

DailyData Elements

• If you import a daily value using the dailyData element (rather than using periodData), the existing forecast data is used to distribute the daily values. CT hours are not honored. Data is imported to periods that already have forecast data. If a period has a 0 for the existing forecast value, that period will still have a 0 after the daily values are distributed. You cannot use dailyData and periodData in the same import.

• If you specify a contactsReceived value, it's distributed to the periods in the day based on the existing distribution of values within that day.

• If you specify an averageAHT value, each period's AHT Average Handle Time is the average amount of time an agent spent handling an interaction is adjusted so the resulting daily AHT value matches this imported value.

• If you specify an absoluteAHT value, each period's AHT is set to the value you specify.

• You cannot use averageAHT and absoluteAHT in the same dailyData element for a ctID.

• If you don't specify a value for contactsReceived, averageAHT, or absoluteAHT, the existing values for the date remain unchanged. For example, if you only want to import contacts received, don't include any AHT values so the existing aren't altered.

Forecast Document Type Definition

Use this as the template to structure the data in your import file. The specific elements in this template are explained in the next section.

<?xml version="1.0" encoding="UTF-8" ?>
 
<!ELEMENT forecastImport (ctForecast*) >
 
<!ELEMENT ctForecast (ctID, forecastData+)>
<!ELEMENT forecastData (date, (periodData+ | dailyData))>
<!ELEMENT periodData (time, contactsReceived?, absoluteAHT?)>
<!ELEMENT dailyData (contactsReceived?, (averageAHT | absoluteAHT)?)>
 
<!ELEMENT ctID (#PCDATA)>
<!ELEMENT date (day, month, year)>
<!ELEMENT contactsReceived (#PCDATA)>
<!ELEMENT averageAHT (#PCDATA)>
<!ELEMENT absoluteAHT (#PCDATA)>
 
<!ELEMENT time (#PCDATA)>
<!ELEMENT day (#PCDATA)>
<!ELEMENT month (#PCDATA)>
<!ELEMENT year (#PCDATA)>
 
<!ATTLIST periodData 
  recID NMTOKEN #IMPLIED>
 
<!ATTLIST dailyData
  recID NMTOKEN #IMPLIED>

Element Specifications

This section explains the elements, or fields, for use in Forecast import files.

Root Element

The root element is forecastImport.

Child Elements

Sample Input File

<?xml version="1.0"encoding="UTF-8" ?>
<forecastImport>
  <ctForecast>
    <ctID>200</ctID>
    <forecastData>
      <date><day>4</day><month>7</month><year>2004</year></date>
      <periodData recID=”2001”>
        <time>00:00</time>
        <contactsReceived>300</contactsReceived>
        <absoluteAHT>301</absoluteAHT>
      </periodData>
      <periodData recID=”2002”>
        <time>00:30</time>
        <contactsReceived>300</contactsReceived>
        <absoluteAHT>301</absoluteAHT>
      </periodData>
      <periodData recID=”2003”>
        <time>01:00</time>
        <contactsReceived>300</contactsReceived>
        <absoluteAHT>301</absoluteAHT>
      </periodData>
      <periodData recID=”2004”>
        <time>01:30</time>
        <contactsReceived>300</contactsReceived>
        <absoluteAHT>301</absoluteAHT>
      </periodData>
    </forecastData>
  </ctForecast>
  <ctForecast>
    <ctID>202</ctID>
    <forecastData>
      <date><day>4</day><month>7</month><year>2004</year></date>
      <dailyData recID=”2021”>
        <contactsReceived>2000</contactsReceived>
        <averageAHT>350</averageAHT>
      </dailyData>
    </forecastData>
    <forecastData>
      <date><day>5</day><month>7</month><year>2004</year></date>
      <dailyData recID=”2022”>
        <contactsReceived>2500</contactsReceived>
        <averageAHT>320</averageAHT>
      </dailyData>
    </forecastData>
    <forecastData>
      <date><day>6</day><month>7</month><year>2004</year></date>
      <dailyData recID=”2023”>
        <contactsReceived>2250</contactsReceived>
        <averageAHT>325</averageAHT>
      </dailyData>
    </forecastData>
  </ctForecast>
  <ctForecast>
    <ctID>203</ctID>
    <forecastData>
      <date><day>4</day><month>7</month><year>2004</year></date>
      <dailyData recID=”2031”>
        <contactsReceived>2000</contactsReceived>
        <averageAHT>301</averageAHT>
      </dailyData>
    </forecastData>
  </ctForecast>
</forecastImport>