Your campaign is activated!
From this point forward, the campaign structure is in place for dashboards. It's only a matter of loading current data on a daily basis and managing campaigns as you build more.
This document will provide instruction on loading data via FTP data file upload process. And show you how to troubleshoot failed file uploads.
Let's add data
Once a performance campaign is built, performance data will be manually uploaded via FTP file. Your IT team may be able to help you to automate the upload process. But automating the process is not required.
For the first data upload after activating a new campaign you can choose to load the current available day of data and begin growing the historical data set over time. Or you may wish to upload a set of historical data for agents and KPIs. This can be accomplished using the same file, file format, and upload process but include historical data in the file. We recommend going back only 30 days if you choose to activate a campaign with historical data.
Considerations for FTP uploads
When choosing the FTP upload process, consider the following practices:
- The first data load can start with day one data or include historical data to the present day. Each data file upload thereafter is for a new day or days of data. Each file upload to the FTP site will overwrite the previous day's file. PlayVox accumulates and stores each new file set of days of data. The date/time stamp on each entry maintains historical data.
- The original file format with headers must remain unchanged overtime for uploads. No changes to header names, location of columns, content formats. Any changes to the file structure may result in errors and a failed upload.
- Success of user adoption is dependent on the integrity of data and frequency of data upload. Best practices is to upload data on a daily basis.
Structure and Conventions for data files
The structure for the data file (column headings, column order, etc.) is provided within the template file downloaded from PlayVox in step 3 Mapping Variables when building your campaign. Do not change the structure of that data file.
This section provides guidance on the format of data within the file columns and cells.
- USER ID - Required column in the template provided. Will be the agent e-mail or username for logging into PlayVox.
- ENTRY DATE - Required column in the template provided. Must be in this format: yyyy-mm-ddThh:mm:ssZ (Example: 2016-02-10T00:00:00Z).
Performance data format conventions
We follow simple data conventions for performance metric data to assure accurate display of data. Here are important conventions for final data files.
- Each file can contain multiple days for the same agent as long as each day (date) is on its own row in the file and date/time stampled.
- If there are multiple entries for one user on the same day then the time stamp of the entry date must be different.
- Cells should NOT be formatted with any special characters like %, $, +,*, etc.
- Number formats within a cell can include decimal points.
- Number formats should not use the 1000 separator (,)
- If there is a value that has not been processed (an individual had no data for that day -- vacation day), it should be left as an empty cell. PlayVox will ignore this entry. PlayVox will read 0 as a value to be processed and displayed.
It is the expectation that data files will be reviewed and validated with the PlayVox Customer Success Manager during this process and prior to uploading.
Loading your data files
New data is uploaded to a performance campaign using the FTP file upload process. Typically a file includes only the new data. The upload process will overwrite any line entries with the same date and time stamp already uploaded to the platform.
To upload a new set of data, go to Performance, Campaigns. Click on the FTP logbutton in the upper right corner next to the green '+' symbol.
Historical uploads will be displayed. Click on the blue Upload file button in the upper right corner.
Choose an FTP instance (FTP Connector) associated with your campaign and file.
Locate and select the data file for this campaign and FTP instance. In this example service.csv.
Click on the green Start Upload button. A drop down action bar will indicate successful upload or errors found.
FTP Log and File Error Management
For administrator's convenience, PlayVox provides a FTP file upload log. This log provides an historical record of file uploads and completions. In the event of a failed upload, you can check this log for possible errors in the file.
Click on the white FTP log button in the upper right corner of the Campaigns dashboard.
File uploads will be displayed.
Click on the Details button to drill down into errors associated with a failed file upload.
Where available, we provide indications of the type of errors.
Check your campaign for refinements to data display
After you activate a campaign, data will not be reflected in the dashboard until you upload the data file with initial performance data.
You will want to review how the data is presented in the final dashboards. This is an important last step. Review data from your FTP file for accuracy and format:
- Are percentage values properly displayed? File data may need to be uploaded as a static number and identified as a percentage when building a KPI.
- Are data value's appearing in dashboards? If dashes appear in a column, double check that there is data for an agent for that time period selected. Remember, a cell in the FTP file needs to be blank if there was no data for that agent that day. If a '0' is in the cell, it will be read as a '0' value and factor into any calculations for the dashboard.
- Are KPI goals properly set?
- Are thresholds for goal bars and scores configured properly and displaying appropriate color levels.
If you find anomalies, you may need to revisit the format of data in the uploaded file or reconfigure settings for the campaign.
Or the error may be in the configuration settings for KPIs or campaign build. Go to Performance, KPIs, Edit. Changes are limited to Measure unit.
Go to Performance, Campaigns, Actions, Edit.
Once a campaign is activated, edits are restricted to deleting / adding KPIs, resetting goals and weighted importance for each KPI and reconfiguring Level settings for color bars in the dashboard displays. You can also change the Activation setting to Off (visible to no one in dashboards) or Publish Off (visible only to administrators and team leaders, not agents).
You will not be able to change variables used for KPIs in order to maintain the integrity of data over historical periods. If KPIs or variables need to be changed, you will need to clone the campaign and make the edits in the copy before activating it.
See Managing Your Performance Campaigns to learn more about editing, cloning, and managing campaigns.
Congratulations! You've completed the five steps to building your performance campaign. You are now a master campaign builder!
Managing Your Performance Campaigns. Learn more about editing, cloning, and data management.