Historical data import validation errors

AI-generated summary

Genesys Cloud's historical data import allows users to validate and upload historical interaction data. The validation service checks for errors like invalid headers, rows, dates, queues, media types, skills, languages, and numbers, failing uploads with too many errors, empty or large files, duplicate data, or future dates. Users should fix errors by checking the header format, row length, date format, existing queues and skills, number formats, and data uniqueness. Uploads are limited to 50 files under 5GB total. Genesys Cloud provides capabilities for handling non-validation errors, including generic error messages for internal server errors and network errors, with recommended actions to wait and retry or contact support. Specific errors during publishing or pending status changes to failed should wait 24 hours or contact support. Key details captured are error types, messages, and recommended troubleshooting steps involving waiting, retrying, or contacting Genesys Cloud Customer Care.

The tables below describe validation errors and other errors you may encounter when you import historical data.

Validation errorsClick to expand

Error	Description	Solution
Empty file	An empty input or empty file (0 bytes) is considered invalid. A valid header as the first and only line in the file is also considered to be an empty file.	Make sure the file’s header is correct and that it contains at least one row of data.
File size cannot be greater than 5 GB	The uploaded file size is greater than 5 GB.	Reduce the file size to less than 5 GB.
Cannot upload more than 50 successful files	An attempt to upload more than 50 successful files occurred.	Restrict the number of files to less than or equal to 50.
Invalid header in the input file	If the header fails to match the exact valid header sequence, it is considered to be an invalid header. An invalid header fails the validation service immediately.	Make sure the header exactly matches: Interval Start UTC Date,Queue,Media Type,Skill Set,Language,Offered,Interactions Handled,Total Handle Time
Invalid row	Any row that does not have 8 columns is considered an invalid row.	Make sure that the row includes at least eight columns. If a missing value exists in the optional field, add a comma for a total of seven to complete the eight fields.
Invalid dates	A date is considered invalid if it is: Behind the given import end date by three years. A future date. Not an exact multiple of 15 minutes.	Correct the invalid date. Make sure that it is not a future date, or a date prior to three years from the provided import data end date. A date should be an exact multiple of 15-minute intervals. For example: YYYY-MM-DDTHH:00:00Z YYYY-MM-DDTHH:30:00Z YYYY-MM-DDTHH:45:00Z YYYY-MM-DDTHH:45:00.000Z YYYY-MM-DDTHH:45:00.000 where, YYYY = year in 4 digits. For example: 2020 MM = month in 2 digits. For example: 05, 11 DD = date of month in 2 digits. For example: 01-31 HH = hours in 2 digit. For example: 12, 05
Invalid queue	Any queue that does not exist in Genesys Cloud is invalid.	Make sure that the queue exists in the system.
Invalid media type	Any media type other than VOICE, CHAT, EMAIL, CALLBACK, MESSAGE, WORKITEM is invalid.	Make sure that this media type is supported and properly formatted.
Invalid skills	Skills should be provided as triple pipe (\|\|\|) separated values. This value can be empty. Note: If any skill contains a leading or trailing \| pipe character, the skill set may not be correctly interpreted. Avoid leading or trailing \| pipe characters in the skill name. For example: Guitar\|, and \|Piper returns as Guitar\|\|\|\|\|Piper will turn as Guitar, \|\|Piper. However, \|Piper\|\|\|Guitar\| returns as \|Piper, Guitar\|. Guitar\|\|\|\|\|\|Piper\|, will turn as Guitar, <empty skill>, Piper\|.	Make sure the skill exists in the system and is formatted properly
Invalid language	Any language that does not exist in Genesys Cloud is invalid.	Make sure that the language exists in the system.
Invalid numbers	Each number in the input file should be a valid number.	Correct the invalid number. Make sure the number does not contain alphabetical or other characters.
Queue Media Already Uploaded in File	The uploaded file contains queue media combination, which is already uploaded in other file with status as Import Pending or Published.	Change the queue media combination from the uploaded file mentioned in the error.
Reaching maximum error limit	After the error counter increases to more than 20 errors, the validation service fails with the list of errors.	The errors appear in the UI. Search for and fix them in the input file.
Total size of all uploads cannot be more than 5 GB	The size of all uploaded files with Pending or Published Status is more than 5 GB.	Reduce the size of all uploaded files to less than 5 GB.

Non-validation errorsClick to expand

Error	Description	Solution
Generic error message: An error occurred while processing the request.	This error can be caused by: Internal server error Network error	Wait for a few minutes and try again. If the problem persists, contact Genesys Cloud Customer Care. If the status changes from published to failed, or from pending to failed, wait for 24 hours or contact Genesys Cloud Customer Care.

Error

Description

Solution

Generic error message: An error occurred while processing the request.

This error can be caused by:

Internal server error
Network error

Wait for a few minutes and try again. If the problem persists, contact Genesys Cloud Customer Care.

If the status changes from published to failed, or from pending to failed, wait for 24 hours or contact Genesys Cloud Customer Care.

[NEXT] Was this article helpful?

Get user feedback about articles.

Historical data import validation errors View summary

[NEXT] Was this article helpful?

Historical data import validation errors