Bulk Import Schedule Exceptions

You can bulk import exceptions to agent schedules from the Master Schedule. Exceptions can be additional Activities that need to be inserted into agent schedules for specific dates and times, such as unscheduled breaks, meetings, and coaching sessions. These exceptions will appear as published changes in both the Master Schedule and the relevant Schedule Scenario.

Prerequisites for bulk importing schedule exceptions from the Master Schedule:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Import Exception permissions under the Master Schedule section in the Workforce Management module.

• All User Accessible permission under the General section in the Workforce Management module, if the user should be able to view all agents in the Master Schedule.

Follow these steps to bulk import schedule exceptions:

1. Navigate to the Master Schedule from the Left Pane.

   

2. Click the More Actions (⋯) button at the top-right and select Import Exceptions to open the Import Exceptions Data window.

   

3. Upload the file with details of the schedule exceptions. Refer to the Important Considerations While Importing Schedule Exceptions section below for details on the headers of the data import file.

4. The following fields will appear after the file is successfully uploaded:

   1. Timezone: Select the time zone of the date and time provided in the import file. (Required)

   2. Date Pattern: Select the date and time format for the exceptions being imported, such as DD-MM-YYYY HH:mm:ss, MM-DD-YYYY HH:mm:ss, MM/DD/YYYY HH:mm:ss, or DD/MM/YYYY HH:mm:ss. (Required)

   3. Unique ID: Choose the unique identifier to identify the agent. Available options are User ID, Email ID, Federation ID, and Workday User ID. (Required)

5. Click the Import button to import the schedule exceptions for the specified agents.

You will receive a toast notification confirming your import request.

Once the request is processed, a platform notification will inform you of the status and include an attached file listing any errors encountered during the import. If there are rows with invalid or missing data, their data will be skipped without stopping the entire import process.

This completes the process of importing schedule exceptions.

Important Considerations While Importing Schedule Exceptions

• XLS and XLSX are the approved file formats.

• The Activity must already exist in the environment with the Activity Code specified in the import file.

The following headers are mandatory in the file (Do not modify the headers, including their case):

Bulk Import Agent Status

You can bulk import external agent status data for multiple agents, including their login and logout activity. This allows Sprinklr Workforce Management to calculate Adherence based on the imported data, even when agent statuses are not tracked directly within Sprinklr.

Prerequisites for bulk importing agent status from the Master Schedule:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Import Agent Status permissions under the Master Schedule section in the Workforce Management module.

• All User Accessible permission under the General section in the Workforce Management module, if the user should be able to view all agents in the Master Schedule.

Follow these steps to bulk import agent statuses:

1. Navigate to the Master Schedule from the Left Pane.

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2. Click the More Actions (⋯) button at the top-right and select Import Agent Status to open the Import Agent Status Data window.

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3. Upload the file with details of the agent statuses. Refer to the Important Considerations While Importing Agent Statuses section below for details on the headers of the import file.

4. The following fields will appear after the file is successfully uploaded:

   1. Timezone: Select the time zone of the date and time provided in the import file. (Required)

   2. Date Pattern: Select the date and time format for the agent statuses being imported, such as DD-MM-YYYY HH:mm:ss, MM-DD-YYYY HH:mm:ss, MM/DD/YYYY HH:mm:ss, or DD/MM/YYYY HH:mm:ss. (Required)

   3. Unique ID: Choose the unique identifier to identify the agent. Available options are User ID, Email ID, Federation ID, and Workday User ID. (Required)

5. Click the Import button to import statuses for the specified agents.

This completes the process of importing agent statuses.

After successful import, the system matches the external agent statuses with the agent’s latest published schedule to calculate Adherence. The Adherence timeline in Master Schedule will also reflect the updated Adherence values.

Important Considerations While Importing Agent Statuses

• XLS and XLSX are the approved file formats.

• In the Is Logged In column, TRUE indicates that the agent is logged in during the interval, while FALSE indicates that the agent is logged out during that interval.

• In the Is Logged In column, a change from TRUE to FALSE in consecutive rows means the agent has logged out, and the start time of the FALSE row represents the logout timestamp. Similarly, a change from FALSE to TRUE in consecutive rows means that agent has logged in and the start time of the TRUE row represents the logout timestamp.

  Example

  Consider the following rows from the Is Logged In column:

  Start Time	End Time	Is Logged In
  09:00 AM	09:15 AM	TRUE
  09:15 AM	09:30 AM	FALSE
  09:30 AM	09:45 AM	FALSE
  09:45 AM	10:00 AM	TRUE
  10:00 AM	10:15 AM	TRUE

  In this case, at 09:15 AM, the value changes from TRUE to FALSE, indicating that the agent logged out at that time (the start time of the FALSE row).

  Later, at 09:45 AM, the value changes from FALSE to TRUE, which means the agent logged in again at 09:45 AM, corresponding to the start time of the TRUE row.

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The following headers are mandatory in the file (Do not modify the headers, including their case):