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  • 1.  Import Historical Data- Failed due to headers

    Posted 09-08-2022 15:05
    No replies, thread closed.

    Hello,

    I am having issues loading a file in the "import historical data" section.
    I even saved the example file and it is still giving an error that the headers are incorrect.
    Did the format change?

    Thanks


    #Genesys Cloud CX
    #Workforce Engagement Management
    #WorkforceManagement
    #Forecasting
    #Other/NotSure

    ------------------------------
    Andrea Boisvert
    Mapfre Tech SA
    ------------------------------


  • 2.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-09-2022 09:55
    Edited by System 01-26-2024 19:24
    No replies, thread closed.
    What does the error state? Also, which of the two import options?

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 3.  RE: Import Historical Data- Failed due to headers

    Posted 09-09-2022 10:11
    No replies, thread closed.
    Hello,

    I am using Historical Data Import. Use this tool to upload historical interaction data from your source platform. This data will be used when generating forecasts using the Automatic Best Method option.
    The Error is a Parsings Error- Headers are incorrect.




    ------------------------------
    Andrea Boisvert
    Mapfre Tech SA
    ------------------------------

    Original Message


  • 4.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-09-2022 11:56
    No replies, thread closed.
    Can we have the region and the sample file that you are trying to upload?

    ------------------------------
    Vikas Srivastava
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-09-2022 12:00
    No replies, thread closed.

    Header information in the file should be as below and in the same order.


    Interval Start UTC Date, Queue, Media Type, Skill Set, Language, Offered, Interactions Handled, Total Handle Time



    ------------------------------
    Vikas Srivastava
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Import Historical Data- Failed due to headers

    Posted 09-09-2022 12:06
    No replies, thread closed.
    Hello,

    I understand the format, it is still not reading. 
    I saved the sample file without changing any information and still states it cannot read the headers.

    Thank you

    ------------------------------
    Andrea Boisvert
    Mapfre Tech SA
    ------------------------------

    Original Message


  • 7.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-09-2022 13:28
    No replies, thread closed.
    We have not been able to reproduce in a production org. You could upload the example file you are loading just so we can check if there is some difference (e.g., character encoding difference on your computer). Beyond something obvious I would recommend opening a Care ticket.

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 8.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-20-2022 10:31
    Edited by System 01-26-2024 19:29
    No replies, thread closed.
    Hello Andrea, 

    I hope you are doing well! Unfortunately, to further look into this issue, we will need a copy of the file you are attempting to import. If you like, you could send me a sample of the file with a few rows of data at daniel.chapdelaine@genesys.com. 

    Thanks, 
    Danny
    Product Manager, Forecasting

    ------------------------------
    Daniel Chapdelaine
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Import Historical Data- Failed due to headers

    GENESYS
    Posted 09-22-2022 09:37
    No replies, thread closed.

    HI Andrea,

    Please check the following:

    1- Open the file in notepad (or any other text editor), check that it is in a comma separated format; I have seen files with the csv extension but they are separated by tab
    2- Within notepad, click on the Save As option and make sure that the file is saved with the UTF-8 or UTF-8-BOM encoding (ANSI will not work)
    3- If your UI is set to a different language e.g. Spanish but the downloaded import file is in another language e.g. English, that will also cause Header issues

    Hope this helps.

    ​

    ------------------------------
    ---------------------------------------------------
    Julio C. Santiago C.
    Consultant - WEMpathy
    Genesys - Employees
    ---------------------------------------------------
    ------------------------------

    Original Message


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