Bulk Import of Agents via UI

This article explains how administrators can bulk import agents using the UI.

Note:
The recommended approach for bulk agent creation is via API, as it provides greater flexibility and customization. The UI-based import requires careful handling of templates (especially Excel).

The same document holds good for Supervisors bulk import.

Step 1: Download the Template

1. Navigate to: User Management → Agent
2. Click on Import
3. Select your preferred template format:
   • CSV
   • XLS (Recommended)

The system will automatically download the selected template format.

Step 2: Understand the Template Structure

The downloaded file contains two worksheets:

• Agents
• Reference

Step 3: Populate the "Agents" Worksheet

This sheet is used to create or update agent records. It contains the following columns:

Column A: Username

• Leave this field blank when creating new agents.
• Required when updating existing agents (e.g., country, skills, or team).
• Typical formats:
  • Agents: start with 555
  • Supervisors: start with 10x-898

Column B: Country ID

• Indicates the country where the agent is located.
• Refer to:
  • Reference sheet → Column C
• Ensure the correct country_id is copied into Column B.

Column C: Name

• Enter the preferred name of the agent.

Column D: Email

• Enter the agent’s email address.

Column E: Agent Skills

• Defines the agent’s skill set and proficiency.
• Format should be <skill_name_1>: <proficiency>
• Refer to:
  • Reference sheet → Column J
• Important:
  • Values are case-sensitive
  • For multiple skills, use a semicolon ( ; ) as a separator
  • Format should be <skill_name_1>: <proficiency> ;<skill_name_2>: <proficiency> 

Column F: Team Assigned

• Defines the team(s) assigned to the agent.
• Refer to:
  • Reference sheet → Column G
• Enter the correct team ID(s).

Step 4: Upload the File

1. Save the completed file.
2. Go back to the Import screen.
3. Select the file and click Upload.

Processing Time:
Depending on the number of records, processing may take 1–10 minutes.

Step 5: Verify Import Results

To check the outcome:

1. Navigate to: Logs → Change Logs (Audit Logs)
2. Review the status:
   • Successful
   • Failed

If the import fails:

• Click on the Action field for details
• Identify the error
• Correct the Excel file
• Re-upload the updated file

Best Practices

• Use XLS format for better handling and validation.
• Always cross-reference values with the Reference worksheet.
• Double-check:
  • Case sensitivity (especially for skills)
  • Correct IDs (country, team, skills)
• Start with a small batch upload to validate before large imports.