What format is required for records to be uploaded to Genesys Cloud CX?

The required format for records to be uploaded to Genesys Cloud CX is CSV (Comma-Separated Values). CSV files are widely used for data exchange because they are simple and efficient for managing tabular data, which includes rows and columns. This format is particularly advantageous as it can be easily created and edited using spreadsheet software, allowing users to quickly manipulate data before uploading.

In the context of Genesys Cloud CX, using CSV files ensures compatibility with the system's data import functionalities. These files can accurately represent complex data structures while remaining easy to read. They simplify the process of bulk uploads by allowing multiple records to be included in a single file, thus saving time and reducing potential errors associated with data entry.

While other formats like XML and JSON can be used for data representation in various contexts, they are more complex and often require more overhead for processing compared to the straightforward CSV structure. TXT files, while also simple, do not have a standardized data structure, which makes them less suitable for uploading structured records into Genesys Cloud CX. This is why CSV is the preferred choice for record uploads in this platform.