WIT Transformation

Operations data can be imported in many forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective.. These forms need to be transformed during the import process into a form that can be used in Workforce Management.

The WIT Transformation page, which is only visible if you have created an Operations data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs., consists of a data source selector window and a number of areas allowing you to specify the required data transformations.

The transformation you specify here is a step in the processing of the Operations – WIT Event File Import adapter. The information you supply here governs the mapping, processing, and conversion from the import file format(s) to the data schema used in Workforce Management. The transformation is configurable for each individual Operations data source. The adapter provides for the scheduling and periodic execution of the transformations.

The configuration of the Operations – WIT Event File Import adapter governs the mapping between data import frequency, data transformation, and import file location. A new adapter needs to be created for each variation in those items.

The Transformation Operations page consists of a Data Source Name selector and five data areas on the right-hand portion of the page:

  • Processing option

  • Import Attribute Specification

  • Import attribute | Default value

  • Lookup value | Replace value

  • Import attribute | Filename mask

  • Transformation specifications

To specify a transformation for an operations data source:

  1. Select an operations data source in the Data Source Name selector window.

  2. Specify the processing option. (Currently, only one processing option, Import Work Item Tracking data only, is supported, and is selected by default.)

  3. Specify the column headings of the import file. The Import column headings and attributes field is a text box. Enter the headings as a comma-separated text string. The headings should be in the order that they appear in the import file. Column headings must be single words; no spaces are allowed.

  4. Check the Take event create date from file timestamp box to use the import file’s timestamp as the imported events’ creation date.

  5. Specify look-up values and replacement values by clicking Add and specifying a value to look for in the import file, and the value to convert it to upon import.

    This feature is especially useful if, for example, you have too many data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues.. Consider an import file with the following data:

    Count, ExternalID, DataSourceGroup,EmployeeID,ClosedDate,CreationDate

    0, external0, oahu1, jane, 2010-11-22 09:00:00, 2010-11-20 09:00:00

    1, external1, oahu1, jane, , 2010-11-20 10:00:00

    2, external2, oahu1, jane, , 2010-11-20 1:00:00

    3, external3, oahu1, jane, 2010-11-22 11:00:00, 2010-11-20 10:00:00

    4, external4, oahu1, jane, 2010-11-22 11:10:00, 2010-11-22 11:00:00

    5, external5, oahu1, jane, 2010-11-22 12:25:00, 2010-11-22 10:00:00

    6, external6, oahu1, jane, 2010-11-22 12:35:00, 2010-11-22 10:00:06

    7, external7, oahu1, jane, 2010-11-23 11:00:00, 2010-11-20 10:00:00

    8, external8, oahu1, jane, 2010-11-23 11:10:00, 2010-11-22 11:00:00

    9, external9, oahu1, jane, 2010-11-23 12:25:00, 2010-11-22 10:00:00

    10, external10, oahu1, jane, 2010-11-23 12:35:00, 2010-11-22 10:00:06

    You can consolidate the four different data source groups into one.

    If two or more Data Source Groups have events that take place in the same time, the same type events should be aggregated.

  6. Specify any file name masking needing to be done by clicking Add and specifying the column containing the data and the file name mask to apply.

    The file name may be used to transfer information that applies to all of the events within the file. Attributes can be declared and masked out of the file name. These attributes can then be treated just like a column attribute from within the file. For example, they can be used with a mask, arithmetic processing, aggregated with other columns, and so forth.

    Use the character X to extract a character from the file name, and the underscore character _ to ignore a character.

  7. Check the box for each attribute that is part of the feed, and supply the attribute’s column header in the Import attribute field.

  8. Specify the transformation for each WIT attribute you want to make on the data.

    Given a text file with column data, there are six basic operations available to apply to transforming the data:

    • Column to data field mapping, including aggregation of multiple columns.

    • Date formatting.

    • Arithmetic operation

    • Lookup and replace operation

    • Masking

    These operations can be combined (with some restrictions) for each required attribute.

    Default values for the basic (pre-translation) column attributes can be specified.

    Column attributes can also be parsed out of the file name.

    The Item create date can be taken from the import file timestamp.

    For the arithmetic operations, enter the calculation in terms of the import file column headings. An example of an arithmetic operation would be a*(b+c). Parentheses are supported in the arithmetic operations.

    For the mask, enter the pattern to apply.For the Date Format, select one of the date formats from the drop-down selector.

  9. Click Save to save your transformation.

  10. Configure an Operations - WIT Event File Import adapter to use the Operations data source for which you configured the transformation.