This describes the process of importing agents from an Excel workbook in CommunityWFM Enterprise and Essentials.

Introduction

There are three ways to add agents to CommunityWFM Essentials and Enterprise.

1. Add each agent manually in the People hub.
2. Import agents from your data source.
3. Import agents from an Excel spreadsheet.

This guide demonstrates how to use an Excel spreadsheet to import data from your external systems.

This guide assumes you have set up some structure of the Enterprise model, including sites and work types.

CommunityWFM Essentials already defines the Enterprise Model and Work Types.

CommunityWFM Enterprise users should wait to use this process until after the initial training sessions when the Enterprise Model and Work Types are defined.

Getting Started

Essentials: Go to Settings | People | People

Enterprise: Go to Settings | People and agent templates | People.

On the People page, select Click here to import people.

Import Options

Select Excel Workbook to launch the Excel Import Wizard.

 

Step1: Import defaults and select import file

All agents entered to Community WFM must have an assigned site and work type, among other properties. Before selecting a file for import, select a site and work type from the drop-down menus.

CommunityWFM Essentials has one named site and three work types to choose from (E-mail Work, Overtime, and Work). Work is typically used for regular contact center phone work.
CommunityWFM Enterprise needs to have the Enterprise Model and work types defined before moving forward.

Next, upload a new Excel file or select a previously uploaded file. If this is the first time through the Wizard, Click Upload a new file or drag and drop a file into the window. The upload will start automatically. If needed, download the template to use for the upload.

 

Required fields are:

• First name
• Last name
• Hire date
• Role

Import agent: field names and descriptions

After uploading a file, you will see a confirmation that it was uploaded successfully.

The file remains on the server. If you have previously uploaded files, you have the option to Select an existing import file and chose a file from the drop-down list.

After uploading a file or selecting an existing one, click Next to proceed to Step 2 of the wizard: Select a Worksheet from the list found in the imported Excel Workbook.

Step 2: Select a Worksheet

The workbook example below contains worksheets labeled ”Admins,” “Agents,” and “Supervisors.”

Note: All worksheet names have a dollar sign ($) appended to the end. Do not be concerned.

Click Select next to the sheet that contains people data you wish to import to advance to Step 3: Select or create the import template.

Step 3: Select or create the import template

Import templates are data maps where you can match columns from the imported worksheet to various people attribute fields needed by Community. If you have an Import Template defined select an existing Import template or click Create a new Import Template to create a new one.

If you already have a template, click Select next to the Import name.

Setting up a new Import Template

Click Create a new Import Template. This shows the column names and matching field names.

For each attribute, use the corresponding dropdown list to select a column name from the imported worksheet that contains the matching data. Note: First Name, Last Name, Hire date, Role, and Tiebreak value are required. If using advanced vacation features in Enterprise edition, a unique employee ID is required.

Pro tip: upload supervisors first, then you can import agents and indicate their supervisors. You can only indicate supervisors who are already in the system at the time of the agent import.

If you do not want to select a corresponding field, select --Ignore this field--.

When finished, click OK. 

Community’s import process requires validation of each row to create quality information for agents in the application.

Select the newly created template and proceed to step 4 of the Wizard.

Step 4: Verify and import: Data Validation

On the next screen you will see the results of the validation process, which eliminates invalid rows and alerts you of any potential conflicts.

If the row’s status icon is a checkmark, it is entirely valid and there are no problems.

Some records (person) show a warning red X, meaning the row did not contain a required value for one of the fields. You cannot import this person.

If there is a missing value, there is a yellow warning X. People may be imported with a warning label and you can complete missing information later.

Next, import people either individually by clicking Import on the right side of each row, or bulk import by choosing Import all Valid (just those with the valid icon), or Import all Including Warnings (all valid and with warning icons) then select Next. 

Step 5: Review of import results

The final step of the wizard is to review the results.

When you click Finish at the bottom, all people are imported. 

Navigate back to the People page, and you will see all of the added people. Clicking on a name leads to a screen where you can continue to build properties, activities, adherence set up, and schedule setup for that agent.

Importing People from a Data Source

In addition to importing with Excel, you can import people from your data collection source.

Select Data Collection source from Import Options.

Step 1: Specify default properties and data source

Select defaults for the following attributes, then click Next.

• Data source
• Default hire date (required)
• Title
• Default tiebreak value (required)
• Assigned supervisor
• Assigned site
• Assigned work type
• Device ID options
• Default device option

Step 2: Import selected agents

Review the agents that can be imported. You can import agents one at a time or import all.

Step 3: Review

Review the imported agents. After importing, navigate back to the People page, and you will see all of the added people.