Workforce Management Data in LevelAI
Last updated: July 30, 2026
Overview
To use Workforce Management (WFM) analytics in Level AI, your organization needs to send WFM data to Level AI via SFTP. This is done by uploading a CSV file to your dedicated Level AI SFTP bucket on a regular cadence (daily, weekly, or as fits your workflow), recommended to be sent daily.
This article covers the file format, column requirements, and best practices for sending WFM data to Level AI.
File Format & Structure
WFM data must be sent as a CSV file with the following structure:
One row per agent per day. Each row represents a single agent's WFM metrics for a single date.
Two required columns — agent_email and date — must always be present.
One or more metric columns — such as productive time, break time, shrinkage time, or any custom metric your organization tracks.
Required Columns
Column | Description | Format | Example |
|---|---|---|---|
agent_email | The agent's email address. This is the unique identifier used to match the agent to their Level AI profile. | Valid email address | |
date | The date the metrics apply to. Must be date only — no time component. | YYYY-MM-DD | 2026-01-15 |
Metric Columns
After the two required columns, include one column for each WFM metric you want to send. Column names should be descriptive and consistent across files.
Common metric columns include:
productive_time
break_time
training_time
shrinkage_time
idle_time
You are not limited to these — any additional metric your organization tracks can be included as a column. Level AI will pick up all metric columns from the file and make them available in Analytics.
Units
We recommend sending metric values in seconds or minutes for the highest precision. Hours are also supported. Whichever unit you choose, keep it consistent across all metric columns within a file.
During setup, your Level AI will configure the unit for your metric columns so that values display correctly in Analytics. If different columns use different units, let us know and we will configure each column individually.
Example CSV File
Workforce Management data sample
Key things to note in this example:
Each agent has one row per date.
agent_email matches the email on the agent's Level AI profile.
date follows the YYYY-MM-DD format with no time component.
All metric values are in the same unit (minutes in this case).
Column names are lowercase with underscores — this is recommended for consistency.
For questions about setup, supported WFM platforms, or custom metric configuration, contact your Customer Success Manager or reach out to support@thelevel.ai.