In Zendesk Workforce management (WFM), you can import historical volume into your forecast.
This article contains the following sections:
Importing historical volume
For imports, you must upload at least two weeks of data with 15-minute increments. The data's timezone must be in UTC. Any 15-minute period without volume must still be filled in the CSV with zero because intervals can't be skipped. Additionally, after the data is uploaded, Zendesk WFM only uses the available data in your import and will not combine it with historical Zendesk data.
To import historical volume
- Access the Forecast page and choose the workstream for which you want to import the data.
- Click the options () icon next to the Workstream you choose, then select Import historical volume.
- Download the template that is created and upload it to your Google Drive.
- Open the file with Google Sheets and edit your new historical data.
- Upload your new historical volume.
- Click Apply and generate forecast.