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Add people with .csv file import

You can use a .csv file to add people and information in bulk to your organization. Information about the people you add to your organization must be in a .csv file.

Genesys recommends that you export the .csv from a spreadsheet instead of composing .csv using a plain text editor. When the spreadsheet saves a .csv file, it automatically inserts required quotes and commas. This process is less error prone than formatting records manually.

Notes:
  • The validation process does not catch spelling errors or extra spaces. These issues can cause duplicate role creation. As a best practice, ensure you format and proofread your .csv file before you import it. 
  • The .csv file requires name and email. All other data is optional.
  • The skills category is valid only for skills, not languages.
  • The data in the .csv file must be in the following order:
name,email,phone_work,extension,title,department,email_manager,location_work,roles_divisions,queues,division,skills
  • Queue names are comma-separated; however an actual queue name cannot contain a comma.
  • Spell roles exactly as they appear in the Roles/Permissions page.
  • If the .csv file includes empty “extension”, “title” or “department” columns, the blank fields override existing fields in Genesys Cloud.
  • If the .csv file includes empty “phone_work”, “email_manager”, “location_work”, “roles_divisions”, “queues”, “division”, or “skills” columns, the blank fields do not override existing fields in Genesys Cloud.
  • During the import process, Genesys Cloud automatically adds new locations in the .csv file to the organization.
  • When you update existing users with a .csv import, Genesys Cloud adds roles and queues but does not replace or remove them. 
  • To upload Skills with Proficiency via the .csv, add the skill and proficiency, separated by a colon. Separate multiple skills by a comma. For example, Skill1:5,Skill2:3,Skill3:1 and so on.
  • If you include new skills in the .csv file, Genesys Cloud replaces existing skills with the new ones.

For example:

"Gene Hamilton","gene.hamilton@company.com","919-555-1234","3324","Sales associate","Sales","sue.ellen.templar@company.com","Durham, NC","admin,Communicate User","Inside Sales","Home","Replacement Parts"
"Lisa Greenjeans","lisa.greenjeans@company.com","317-555-6789","268","Contact Agent","Technical Support","dex.cooper@company.com","Indianapolis, IN","Genesys Cloud User","Customer Support","East Coast","Warranty"

Import a .csv file with double-byte characters

If the .csv file contains double-byte characters for languages like Japanese or Chinese, save the file in Unicode or UTF-8 format. For more information, see .

Bulk import people into your organization

  1. Click Admin. UnderPeople and Permissions, click People and click Bulk Import.
  2. Click Menu > User Management > Users.
  3. Click Bulk Import.
  4. Click Browse and select the .csv file with your people data.
    Note: If you use Active Directory within your organization, click to set up a connector and sync your people automatically. For more information, see .
  5. To send invites automatically after adding people, select Send invite automatically.
  6. Under Import Preview, review the data.
  7. Click Start Import.
    Note: As Genesys Cloud imports the people to your organization, a status bar indicates the progress:
    • Creating People
    • Associating Managers
    • Creating & Assigning Locations
    • Assigning roles
    • Assigning queues
    • Finished
  8. Click Done to close the dialog box, or click Continue to upload another .csv file.