Data Import fills the SESTEK AgenticCX dashboard with history. It synchronizes past conversation data from Conversational Analytics (conversations handled by human agents) and from the AI Agent (conversations handled by the virtual agent), so that dashboard metrics such as average handle time, CSAT and NPS also cover the period before the connection was made.
You find it under Administration, Settings, Data Import.
This article is about the metric synchronization. To load contacts from a CSV file, see Contacts (Mini CRM).
Watch the walkthrough
Who can use it
The Data Import tab and its Start Import and Stop Import actions need the View Data Import permission. To grant it, go to Administration, Identity management, Roles, open the role and tick View Data Import.
The Data Import page
The page title is Data Import, with the subtitle Synchronize historical data from Conversational Analytics and AI Agent. There is one card for each source:
| Card | What it synchronizes |
|---|---|
| Conversational Analytics | Historical metrics for conversations handled by human agents |
| AI Agent | Historical metrics for conversations handled by the AI Agent |
Each card is independent. It has its own status, its own progress, and its own Start Import button. While the page loads you see Loading Data.
Status and progress
Every card shows a status badge in the top right corner, for example COMPLETED when the last synchronization has finished.
If the tenant has no system start date, a yellow banner tells you: System start date is not available. Please check your integration settings.
Under the banner a progress circle shows the overall percentage, with the hint Click for details. Below it, four boxes summarize the synchronization:
| Box | What it shows |
|---|---|
| Est. Time Remaining | The time the running import still needs. It shows -- when there is no value |
| Errors | The error count. It shows -- when there is no value |
| System Start Date | The date from which a full import starts. It shows -- when it is not available |
| Last Import | Date and time of the last synchronization, in your tenant's date format |
Progress by metric
Select the progress circle to open Progress by Metric.
Each metric has its own bar and percentage. Close the panel with the x.
A green bar means the metric was synchronized cleanly. A red bar means that metric finished with some records in error. The overall Errors box can still show --, so open Progress by Metric when you want to know which metric had trouble.
Choose what to import
Each card offers two scopes.
| Scope | What it does |
|---|---|
| Full Historical Import | Imports all metrics from the system start date to the present. The page warns that This process may take a long time |
| Customized Import | Lets you pick a date range and the metrics to import |
Full Historical Import is selected by default.
Customized import
Select Customized Import to reveal the date range and the metric list.
Date Range. Select the range to open the calendar. The default is the last 30 days. The calendar has shortcuts for Today, Last 7 days, Last 30 days and Last 90 days. Select Apply to confirm.
Select Metrics. Tick the metrics you need, or tick All. None are ticked at first.
The two cards list different metrics:
| Conversational Analytics | AI Agent |
|---|---|
| Average Handle Time | Average Handle Time |
| CSAT | CSAT |
| CSAT Percentage | CSAT Percentage |
| Estimated CSAT | Negative Sentiment |
| Estimated CSAT Percentage | Handover Rate & AI Resolution |
| NPS | |
| Negative Sentiment | |
| Non-FCR | |
| Transfer Rate |
Start Import
Select Start Import on the card of the source you want to synchronize.
Start Import stays disabled while the system start date is missing. Point to the button to see why: System start date is not available. Please check your integration settings. This is the case even when every metric is ticked, so check the Conversational Analytics and AI Agent integration settings first. Once the system start date is available, the same button starts the synchronization for the scope you selected.
Good to know
- The two sources run separately. Each card has its own scope, its own metric list and its own Start Import button.
- Progress by Metric is the place to see which metric of a source had trouble.
- Contacts are not part of this page. To import contacts from a CSV file, see Contacts (Mini CRM).