On Premises

Installing Dialogue Intelligence Reports

Note: A Workgroup license or higher is required for access to this feature.

Preparation

The Anywhere365 Dialogue Intelligence reports are always available online and displays real-time data. Therefore the Microsoft SQL Server Reporting Services must be installed and configured properly.

Prerequisites

  • SQL Server Reporting Services (SSRS) 2012 (or higher) configured
  • The Installation account has “Content Manager” rights on the Home folder
  • The Service Account has “Log on locally” rights policy on the SQL Server Reporting Service Server

Installation procedure

Install Reports

  1. Unzip the Report Install file.
  2. (optional) Fill in the "ssrs_config.xml".
  3. Run "ReportsInstallerApp.exe".
  4. Enter the SSRS Service URL (see the Report Service URL in Reporting Services Configuration Manager)
     Tip: If you only have the Report Manager URL, replace "Reports", with "Reportserver".
    Example: https://url.domain.com/reports becomes https://url.domain.com/reportserver
  5. (optional) Give the folder a name, default is Anywhere365.
  6. Open the Report Manager URL and navigate to the new folder.
  7. Open the data-source "Anywhere365DS"
  8. Enter the correct Connection String (can be copied from the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. settings page), enter the credentials and make sure that you have checked the 'Use as Windows credentials when connecting to the data source'. When ready, hit OK.
    Note: This requires administrator credentials of the database's owner.

Install Languages

  1. Open the Language report (Language.rdl) from the reporting site.
  2. In the dropdown select the languages you want to install
    Note: Default fallback language is en-US
  3. Click View Report

Install Indexes

  1. Open the Index report (IndexCheck.rdl)
  2. Run the report for each Index, by selecting the value and click View Report
    • CallDetail
    • AgentPresence
    • AgentLog
    • SessionSummary

SharePoint Configuration

Now we need to create a shortcut from the UCC settings page to the Welcome page of the Anywhere365 Reports.

Note: For SharePoint Online only available after version 6.0.

To do this, please follow the following steps.

  1. Open the Welcome page (Welcome.rdl) from the reporting site and copy the URL from the browser.
  2. Now go to the UCC settings page and select 'Site contents'.

  3. Select the settingsList
  4. Now edit the Reports URL

  5. Insert the URL for the Welcome page from the Reports (copied in step 1) and hit Save.
  6. When you click on Reports in the Business Intelligence section, you will be forwarded to the Reports Welcome page directly.