Importing Schedule via CSV

You can prepare your own schedules and import them through a CSV file.

The CSV file template is available for download in the Import Schedule window. When creating a CSV file, make sure it follows the template format.

To import a schedule:

Click the app selector and select WFM.
Go to Scheduling > Import Schedule.
Click Import Schedule.

Download the CSV file template to create your own schedules.

When you enter data in a CSV template, you cannot use commas. If you put a comma in a field, the entire shift will not import.

Learn more about the CSV template (fields and required format)

The template is a CSV file that contains instructions for filling in the fields. The file also contains dummy values as an example of each required and optional field.

This table contains the fields and their definitions. Fields marked with an asterisk(*) are required. You must follow the instructions from the template to import the schedules successfully.

Field	Definition
*Username	The username associated with an employee. The username must be in lowercase. Example: username@nice.com.
*Shift Start Date and Time	Shift start date and time in the format mm/dd/yyyy hh:mm:ss. Use 24-hour time format. Example: 06/24/2022 14:00:00. The shift will fail to import if this field is missing or the format is incorrect.
*Shift End Date and Time	Shift end date and time in the format mm/dd/yyyy hh:mm:ss. Use 24-hour time format. Example: 06/24/2022 16:30:00. The shift will fail to import if this field is missing or the format is incorrect.
*Local Time Zone	The time zone's UTC offset for the scheduling unit. The shift will fail to import if this field is missing or the format is not: UTC+/-hh:mm. Example: UTC+05:30.
*Base Activity Name	Enter the shift name here. The shift will fail to import if this field is missing. Example: open.
Shift Notes	Comments added to the shift. This field can have up to 500 characters.
Activity Start Date and Time	Activity start date and time in the format mm/dd/yyyy hh:mm:ss. Use 24-hour time format. Example: 12/24/2022 19:00:00. If a shift contains an activity, this field must be present in the given format. The activity start time must fall within the shift start and end time.
Activity End Date and Time	Activity end date and time in the format mm/dd/yyyy hh:mm:ss. Use 24-hour time format. Example: 12/24/2022 19:30:00. If a shift contains an activity, this field must be present in the given format. The activity end time must fall within the shift start and end time.
Activity Name	Mention activity name here, like meetings or lunch. If a shift contains an activity, this field must be present.
Activity Notes	Comments added to the activity. This field can have up to 500 characters.

Keep in mind:

When there are multiple activities in a shift, you must create a new line for each activity. The remaining shift fields must be entered as it is in the new line.

For example:

#*Username	*Shift Start Date and Time	*Shift End Date and Time	*Local Time Zone In UTC	*Base Activity Name	Shift Notes	Activity Start Date and Time	Activity End Date and Time	Activity Name	Activity Notes
rob@nice.com	05/26/2022 13:00:00	05/26/2022 20:00:00	UTC+05:30	Open	Shift for SU morning	05/26/2022 14:00:00	05/26/2022 14:30:00	Break	Snacks time
rob@nice.com	05/26/2022 13:00:00	05/26/2022 20:00:00	UTC+05:30	Open	Shift for SU morning	05/26/2022 17:00:00	05/26/2022 17:30:00	Meeting	General discussion

Before adding the date and time, keep in mind that Excel might format the data automatically. Before saving the file, make sure the format is correct.

To edit the date and time format in Excel.
1. Select the column for date and time.
2. Right-click and select Format Cells.
3. Go to Custom.
4. Under Type, enter mm/dd/yyyy hh:mm:ss

Click Choose File to locate the CSV file. Select the file and click Open.

The file is validated for the required file type and size.
Click Import. Keep in mind:
- For unpublished scheduling units: a supervisor needs to review and publish the imported schedules from the schedule manager.
- For published scheduling units: imported schedules will be directly published to the agents.
After you import the file, each shift from the file is termed as a record. You can see Total records in the status column, along with how many records were processed successfully and how many failed. For example, a CSV file has 10 shifts added across 50 lines. The status will show Total records: 10.

How to Read the Status Column:

Different statuses are generated during and after a file processing. You can view them under the Status column.

See statuses

Icon	Status	Meaning
	Succeeded	All records imported.
	Partially succeeded	One or more records failed to import.
	Processing	CSV file is under process.
	Failed	No records imported because of one of the following reasons: CSV file has no data. Columns do not match the template.

How Importing a Schedule Works in Relation to the Agent Created Time-Off Activity

Suppose an agent creates a time-off activity in the application before importing a CSV file. Schedule generation from the CSV file behaves differently in such cases. It depends on how the time-off activity is placed in relation to the shift.

The following examples show how schedule generation works in relation to the time-off activity created by an agent.

Day: Published or unpublished

Time off: Partial day

The time-off activity is partially overlapping the shift. The schedule will not be added. Time-off activity remains in the application.

For example:

Activity: 5.30 PM—7.00 PM

Shift: 9.00 AM—6.00 PM
The time-off activity is adjacent to the shift. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 6.00 PM—7.00 PM

Shift: 9.00 AM—6.00 PM
The time-off activity is within the shift. The schedule will not be added. Time-off activity remains in the application.

For example:

Activity: 10.00 AM—11.00 AM

Shift: 9.00 AM—6.00 PM
The time-off activity is out of the shift. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 7.00 PM—8.00 PM

Shift: 9.00 AM—6.00 PM

Day: Published

Time off: Full day

The time-off activity is partially overlapping the shift. The schedule will not be added. Time-off activity remains in the application.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 3.00 PM—11.00 PM
The time-off activity is adjacent to the shift. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 4.00 PM—11.00 PM
The time-off activity is out of the shift time. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 5.00 PM—11.00 PM

Day: Unpublished

Time off: Full day

The time-off activity is partially overlapping the shift. The schedule will be added for the remaining shift time. Time-off activity remains along with the created schedule.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 9.00 AM—6.00 PM
The time-off activity is adjacent the shift. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 4.00 PM—11.00 PM
The time-off activity is within the shift. The schedule will not be created. Time-off activity remains in the application.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 7.00 AM—5.00 PM
The time-off activity is out of the shift time. The schedule will be added. Time-off activity remains along with the created schedule.

For example:

Activity: 8.00 AM—4.00 PM

Shift: 5.00 PM—11.00 PM