How do I set-up SFTP to import calls and/or tickets ?

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.

• 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.
• 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 1: By following the navigation prompt, you'll be directed to the following screen.

Step 2: Click on the Setup link for the bulk file upload.

You will be redirected to a page where you're required to upload a sample CSV file that contains information about the data you want to upload to the platform. This CSV should include the fields listed above and any other relevant fields.

Once you have selected your sample file, click the "Process" button to continue

Step3: 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.

Any conversations older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.

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, these are some key points to note:

• Ensure that you use only the credentials provided in our platform to authorise the uploads.
• Ensure that you upload the audio files before the CSV.
• 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 i.e the root.
• Ensure that every conversation in the CSV has the relevant call recording available.

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