How to set up the bulk upload integration to import calls (SFTP version 2)
In this guide, you will learn how to configure the bulk upload integration and how to upload conversations into evaluagent via Secure File Transfer Protocol (SFTP).
The bulk upload feature is a simple way for evaluagent users to import call recordings and the associated metadata into evaluagent. This is an alternative to using our native CRM/CCaaS/Ticketing integrations or our API.
Requirements:
You need a valid SSH key.
You need access to your conversation metadata in a CSV file.
You need access to the call recordings of all conversations represented in the CSV file.
Third-party user mappings must be created for all agents before importing contacts.
Your CSV must include the following fields and any other metadata that you want to include.
A unique identifier for the conversation e.g a conversation ID
A unique identifier for the agent that handled the conversation e.g the Agent email or Agent ID
The contact date and time of each conversation. This must be in ISO8601 format (E.g. 2019-05-03T09:27:23+00:00)
The call recording filename associated with the conversation (optional)
Configuring the Bulk upload integration
Navigation prompt
Go to CONVERSATIONS > Click Integrations > Click the File upload tab
Step 2: Click on the Setup link for the bulk file upload.
Once you have selected your sample file, click the "Process" button to continue
Step 3: Mapping the fields
You will then be required to map certain fields to the relevant columns in your CSV file. Click the dropdown to select the appropriate column to map them to.
Agent ID i.e A unique identifier for the agent that handled the conversation e.g the Agent email or Agent ID
Contact Date i.e. The contact date and time of each conversation. This must be in ISO8601 format (E.g. 2019-05-03T09:27:23+00:00)
Contact Reference i.e A unique identifier for each conversation e.g a conversation ID
Audio filename i.e The call recording filename associated with the conversation (optional)
Once this has been done for all four fields, click "Submit Map" to save the configuration.
Step 4: Paste your SSH key into the field below and click "Generate SFTP Credentials"
If you don't have an SSH key, follow this guide to create one.
If you have provided a valid SSH key, your SFTP credentials will be displayed. This will include the following:
Host name (this is the URL of our SFTP server)
Port
Username (this is unique to you)
These are the credentials that are required to send data to evaluagent via an SFTP client.
Step 5: Set your data retention policy.
Click on the "Configure tab" to configure how long evaluated and non-evaluated conversations should be stored in our platform.
You can set retention periods for:
Unprocessed conversation data (1, 2, or 3 months)
Conversation transcripts and call audio (1, 2, 3, 6, or 12 months)
Conversation metadata and insights (1, 2, 3, 6, 12 months, or for the duration of your contract)
Importing conversations via SFTP
You can send audio recordings and the associated data (via CSV) to evaluagent by using any SFTP client of your choice. However, here are some key points to note:
Use only the credentials provided in our platform to authorise the uploads.
Upload the audio files before the CSV to ensure files are available for association.
Ensure the CSVs that you upload match the mapping that you created during the set-up process.
Ensure that the CSV file and audio recordings are in the same directory (the root).
Ensure that every conversation in the CSV has the relevant call recording available.
Audio files are supported in MP3 and WAV formats.
What happens after upload:
Files transfer from SFTP to storage (5-15 minutes)
CSV processing begins (5-10 minutes after transfer)
Audio files are associated with contacts (30-day lookback)
CSV is moved to the processed folder
Contacts become available in evaluagent
Total processing time: Approximately 15-30 minutes from upload to availability (actual times may vary).
FAQs
Can I change the structure of my CSV files?
Yes, you can. Visit the Field Mapping tab and upload the CSV with the new structure
Where are the call recordings stored?
Our SFTP servers are hosted by AWS. For guidance on how to transfer files using AWS SFTP, click here
What happens if agent mapping doesn't exist?
The contact is skipped and an error is logged. You must create third-party user mappings before importing contacts.
What if my CSV has more than 10,000 lines?
The system automatically splits it into multiple files and processes them sequentially.