Power BI Template User Guide

Note: Changes to the Power BI Template, views and calculations within are possible, but this should be discussed with an external Microsoft Power BI expert/partner. Building customized reports isn’t part of our service offering. Learn More

General

Navigation ribbon (blue, vertical left)

Navigate easily between reports with the blue menu buttons on the left, that will highlight the report page you are currently on.

Filter ribbon (fold out, right)

Expand the filter area to the right to apply filters on visual, page or report level. Use the button "Clear filters" on each filter option to set back filters and show the full range of data. One can also filter by selecting items in visuals and the report will respond e.g. select an agent. When using CTRL and select more options can be selected e.g. CTRL and click on agent and year.

Dashboard

User guide

The dashboard report is the landing page of the Anywhere365 Power BI template. This dashboard gives the user a quick overview of the performance of the contact centers. With insights into the key performance indicators, such as the Service Level Agreement (SLA), average times and total volumes reaching 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.(s).

The main part of the report is focused on giving insights into dialogue volume by action type, modality, and skills, over time. From this dashboard the user can navigate through the whole sets of reports or start applying filters to all pages.

Dashboard KPI panel (left)

Field	Description
Service Level Agreement (SLA)	Percentage of inbound calls accepted within 30 seconds (by parameter default). Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease compared to the previous period.
Accepted / Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds (by parameter default), otherwise it is listed as a quick drop.
Handle Rate	Score of the handled calls compared to those offered. Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease in the previous period.
Average queue time	Time the contact spent in the queue before either the dialogue was accepted by an agent, or the contact left the queue by disconnecting of selecting a prompt/forward. Secondary figure shows the difference between the selected and previous timeframe.
Quickdrops	Number of calls dropped within 5 seconds (by parameter default) after entering the queue.
Declines in SLA	Missed calls in the timeframe between “Quickdrops” (5sec.) and “SLA” (30sec.) (by parameter default)
Average Decline	Show the time of missed calls in the queue. Secondary figure shows the difference between the selected and before that timeframe.
Average Initial Talk Time	The duration of the conversation with the first agent. In case the call is forwarded, the talk time that took place after the forward is not included.
Average Talk Time	The total talk time between the contact and all agents, included talk time after forwards.
Answer in SLA	Accepted dialogues within the SLA timeframe (30s) (by parameter default)
Longest Wait	Longest time a contact had to wait before call was accepted or before disconnecting.

Dashboard main panel (center-top)

Field	Description
Dialogue Volume	This column chart shows the number of dialogues over time, you can drill down by selecting a column or the arrow in the header of the graphic.
Dialogue Volume by Modality	The Figure shows the total number of dialogues. The horizontal stacked column shows the split per modality, one can select one or more (ctrl+click) modalities and the other figures will respond. The icons show the number of each modality.

The 5 Most Used Skills(center-bottom)

The top 5 is calculated based on the volume.

Field	Description
Service Level Agreement (SLA)	Percentage of inbound calls accepted within 30 seconds (by parameter default) for this Skill.
Accepted / Missed	Number of accepted and missed dialogues for this Skill. Missed dialogues are only measures after 5 seconds (by parameter default), otherwise it is listed as a quick drop.
Average queue time	Time the contact spent in the queue before either the dialogue was accepted by an agent, or the contact left the queue by disconnecting of selecting a prompt/forward. Secondary figure shows the difference between the selected and previous timeframe.

Dialogue Volume by Modality (right-center)

Field	Description
Total Volume	This field shows the number of dialogues within the selected timeframe.
Volume per channel	This grid shows the number of dialogues per specific modalities (channels). Note that also modalities withing any volume are also shown.

UCC Report

User guide

The UCC report focuses on the dialogues coming into the UCC's. The report can be used to look at specific UCC's, by using the filters, or it can be used as an overview for a selection of UCC's. With a high level overview of the key performance indicators on the left side.

The report also includes a heatmap to determine the busiest time of the week, in the selected period. Use the filters in the filter panel to select a different period.

The table contains the volume, with different action types, the SLA and average times per UCC and can be drilled down to the departments (skills) by using either the + sign in front of the UCC or the drilldown options that Power BI offers.

UCC Panel (left)

Field	Description
Accepted	This “Donut Chart” shows the number of accepted dialogues (green), the missed (red) and quickdrops (orange)
Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds, otherwise it’s listed as a quick drop.
Quickdrop	Number of calls dropped within 5 seconds (by parameter default). These are excluded from the calculation like “missed” calls.
Avg. Int. Talktime	The average duration of the first conversation with an agent. In case the call is forwarded, the talk time that took place after the forward is not included. The secondary figure shows the difference between the selected and the previous period.
Max. Int. Talktime	The maximal duration of the first conversation with an agent. In case the call is forwarded, the talk time that took place after the forward is not included. The secondary figure shows the difference between the selected and the previous period.
Avg. Queue Time	The average time a caller had to wait before being answered by an agent. The secondary figure shows the difference between the selected and the previous period.
Max Queue Time	The longest time a contact had to wait before call was accepted or before disconnecting.. The secondary figure shows the difference between the selected and the previous period.

UCC field (right)

Field	Description
Heatmap Calls	This heatmap shows the load of the UCC per day and hour. The busiest time is show as red, average in orange, lowest is green and blue in case there are no dialogues.
Dialogue Volume	This graph shows the dialogue volume over time, one can drill down to month and day by selecting the arrows in the header.
Average Queue Time	This graph shows the time clients had to wait before being answered over time, one can drill down to month and day by selecting the arrows in the header.
UCC Overview	In the header of this table the user finds a drop-down filter to select an UCC. Next to this filter there are two clickable fields: “UCC Overview” and “UCC per hour” both show a different table. First shows a table grouped per UCC and the other shows the UCC’s grouped per hour. The columns show the dialogue figures, “Volume” shows the total dialogues per UCC. Next you have the figures per status accepted, missed, forwarded, voicemail, overflow and no skill. Note that these are a selection of the statuses and are not all, therefore the sum of these six isn’t the total volume. The user can add these action type columns in Power BI Desktop or in the edit mode of Power BI Online. They can be found in the calculations folder, under Dialogue Calculations/Action types. The last three columns show the average queue, talk time and discharge time.

Contact Report

User guide

The contact report shows the Anywhere365 dialogue data from a contact perspective. It focuses on giving the user information on the (frequent) contacts of their UCC's. The user can quickly filter the report by selecting one (or multiple) of the contacts in the table.

The report also contains information on the quality monitoring. It displays the averages scores the (selected) contacts have given to the quality monitoring questions. To score per contact per question is available in the dialogue detail report, after drilling through to the detail page of a specific dialogue.

Contact Panel (left)

Field	Description
Service Level Agreement (SLA)	Percentage of inbound calls accepted within 30 seconds (by parameter default). Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease from the previous period.
Accepted / Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds, otherwise it’s listed as a quick drop.
Rated and Unrated Dialogue	Number of dialogues that are ranked using the quality monitoring or not.
Unique and Frequent Contacts	Unique contacts are the first-time callers, frequent contacts are those who call for at least the fifth time (by parameter default).
Dialogue Volume	Total number of dialogues, no filter on type.
Total Callers	Total number of unique addreses.

Contact Field (right)

Field	Description
Frequent caller by skill	Number of dialogues by chosen skill of the frequent callers (minimal 5 dialogues by parameter default). An empty row can be present; this means that contacts ended in the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (no skill selected).
Avg. User Rating	The overall average rating (total figure, left) and the number of rated dialogues (right) split per rating from 1 to 9 stars.
Volume By Contact	The columns show the dialogue figures, “Volume” shows the total dialogues per UCC. Next you have the figures per status accepted, missed, forwarded, voicemail, overflow and no skill. Note that these are a selection of the statuses and are not all, therefore the sum of these six isn’t the total volume. The last columns show the average queue, talktime, discharge time, and QM value (rating).

Skill Report

User Guide

The skill report focuses on the departments or skills within the (selected) UCC's. It shows the users the same dialogue focused data, but from a different perspective. It adds new information, relevant to the skills, such as First time right and skill changed volume.

Contact Pane (left, grey)

Field	Description
Service Level Agreement (SLA)	Percentage of inbound dialogues accepted within 30 seconds (by parameter default). Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease from the previous period.
Accepted / Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds, otherwise it’s listed as a quick drop.
First Time Right	The gauge graph shows the percentage that a dialogue is handled by the first agent it’s connected to.
No Skill Rate	The percentage of dialogues that ended in the IVR before the selection of a skill.

Skill Field (right)

Field	Description
Dialogue Volume	This line graph displays the number of dialogues over time. By selecting the arrows in the header one can drill down in time (year, quarter, month)
Skill Changed Volume by Skill Chosen	In this bar chart shown the number of dialogues where a skill transfer was initiated by the agent.
SLA and First Time Right Percentage by Date	In this graph the blue line represents the percentage of dialogues answered within the SLA. The SLA is set to a default response time of 30 second, this can be modified by changing the metric “Parameter SLA”. The orange line represents the percentage of First Time Right, the dialogues answered by the first agent (no (skill) transfer)
Skill Overview	This table shows the details of a UCC (fold out for skill details) Total in blue shows the number of dialogues. The Accepted dialogues are shown in green and the Missed in red. Next column are the Forwarded calls in yellow and those transferred to the Voicemail are in orange. Overflow are the number of calls that can’t be answered and are kept “on hold” waiting to enter the queue (e.g. max queue is 100, caller 101 is moved to the overflow (=1)) SLA percentage in blue are the dialogues answered within 30 second (by default). F.T.R. percentage shows that a dialogue is handled by the first agent it’s connected to. Skill Changes shows the number of times a Skill has been changed to another Skill. The last columns show the average queue, talktime, discharge time, and QM value (rating).

Agent Report

User guide

The agent report focuses on different data, compared to the previous report. Instead of containing dialogue data, it contains hunt data. This means that the numbers in this report do not equal the numbers of e.g. the UCC report. As a dialogue can be hunted multiple times, whenever an agent does not answer the hunt, the dialogue continues to hunt different agents (depending on the selected hunting method). A missed hunt therefore does not directly mean a missed dialogue.

The agent report can be used to monitor agents individual performance. With the report focusing on hunt data, the user can see how many times the agent missed and accepted incoming dialogues that hunted them. Selecting an agent in the table will filter all the other visuals to display information for the user's selection.

Agent Panel (left)

Field	Description
Service Level Agreement Hunt	The largest percentage shows the percentage of the accepted hunts compared to the total hunts being offered (accepted + missed – quickdrops). The secondary percentage shows the in- or decrease from the previous period. From the donut chats you can see the share of the missed huntsin red, quickdrops in orange and accepted hunts in blue.
Missed	This chart and figure show the number of missed hunts, excluding the quickdrops
Quickdrops	This chart and figure show the number of quickdrops, a quickdrop is registered when the contact disconnects within 5 seconds after initiating the hunt.
Hunt Accept Rate	This gauge and figure show the percentage an agent accepted the hunt, the secondary graph shows the in- or decrease percentage from the previous period.
Avg. Hunt Time	This figure shows the average ring time. The secondary figure shows the difference with the previous period.
Avg. Initial Talk Time	The average duration of the conversation with the first agent. In case the dialogue is forwarded, the talk time that took place after the forward is not included. The secondary figure shows the difference between the selected and the previous period

Agent Field (right)

Field	Description
Dialogue Hunted by Actiontype	This graph shows the number of hunts over time per accepted (blue), missed (red) and quickdrop (orange). the user can drill down by selecting the arrows in the header of the column chart.
Avg. Ringtime by Date	This shows the average ringtime over time. Ringtime is the time it takes between the agents is being hunted and accepts the call or the hunt times out. One can drill down by selecting the arrows in the header of the line chart.
SLA Hunt and Accepted Rate	This graph shows the SLA Hunt score in percentage (blue) and the hunt accepted rate, this is the score of the accepted versus the offered hunts (orange). the user can drill down by selecting the arrows in the header of the column chart.
Agent Overview	This shows a more detailed table of the agents score(s). In the header one can select one or more agents from the drop-down. The columns show the accepted (green) and missed (red) hunts. The following three in orange are the SLA columns, the SLA’s parameters are set by default on 1=30 sec, 2 = 120 sec, 3 is after 120 sec. and show the number of accepted hunts within the SLA. The SLA% (blue) shows the number of hunts accepted within SLA 1. The Accept Rate shows the percentage an agent accepted the hunt. The last columns show the average hunt, talk time and discharge time.

Transferee Report

Transferee Panel (left)

Field	Description
Service Level Agreement (SLA)	Percentage of inbound dialogue accepted within 30 seconds (by parameter default). Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease from the previous period.
Accepted / Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds, otherwise it’s listed as a quick drop.
Transferrate	The percentage of dialogues that received a transfer, either to another agent, another number or another UCC.
Frequent Transferees	Transferees who received more transferred dialogues than the Parameter Frequent Transfers, 5 by default.
Avg. Transfertime	The average of time the dialogue spent in Anywhere365 after being transferred.

Transferee Field (right black)

Field	Description
Transfertypes	This column chart shows the type of transfers over time. The user can drill down by selecting the arrows in the header of the column chart. An internal transfer, is a transfer to the same domain as the agent initiating the transfer. An external transfer is a transfer to a phonenumber An other domain transfer is a transfer to a different domain than the agent An UCC transfer is a transfer to another UCC.
Dialogue Volume by Initialtransferee	This column chart shows the number of transferred dialogues per agent.
Transferrate	The blue line shows the percentage of transferred dialogues over time. One can drill down by selecting the arrows in the header of the column chart.
Transfer Overview	In the header of this overview one can select one or more agents from the drop-down. Next one finds buttons to select a view “Agent to Tranferee”, “Transferee to Agent”, “Contact to Transferee”, “Tranferee to Contact”. Transferable Dialogue (blue) is the number of dialogues that can be transferred. The Transferrate (green) shows the percentage of transferred dialogues. Where Internal (green) shows the number of transfers within the UCC. External (blue) shows the number of transfers to another phone number. Other Domain (red) shows the transfers to another domain then that of the agent. UCC (orange) shows the number of transferred dialogues to another UCC.

Status Report

Warning: By default only presence of the last 30 days are loaded, regardless of the "Previous Days" parameter during configuration.

User guide

The status report contains information on the presence information on your agents. This report only contains information if the parameter to load presence information is set to true. This parameter can be changed in Power BI Desktop.

It gives the user a quick overview of the reason codes and the most idle, busy or available UCC's. It also provides a table to zoom in on the UCC's and their agents to find information on their status data during a day. Zooming in to a day level, will make the start and end time more usable than on the high level overview.

Status Overview Panel (left)

The left pane shows the time (number) and share (percentage) of the different statuses of an UCC/Agent.

Status Overview Field (right)

Field	Description
Average Agent Call Time	This graph shows the percentage an UCC/agent was in the state ‘in call’ over time, compared to their total online time.
Status Time	This column chart shows the status of an UCC/agent over time. The user can drill down by selecting the arrows in the header of the column chart.
Status Details	This table shows the details in time notation of an UCC/Agent, one can fold out for the details of the agent(s) by clicking on the + icon left. By selecting one of these agents the other figures in the report will respond. Zooming in will allow the user to see each status change during the day.

Dialogue Overview

User Guide

The dialogue over report contains the detailed information on all dialogues within the filtered selection. This report can be used by the end user to search for specific dialogues, such as all missed calls from agent A, or all incoming chats from contact B. Using the filter panel on the right side of the report or the filters above the table, will allow for quickly finding the dialogues they are looking for.

From this report the user is able to zoom in on a specific dialogue by using the drill through to dialogue detail function.

Field	Description
Service Level Agreement (SLA)	Percentage of inbound calls accepted within 30 seconds (by parameter default). Once you select a timeframe from the filter ribbon the secondary percentage shows the in- or decrease in the previous time period.
Avg. Discharge Time	The Average Discharge time of the Agent. Time spent wrapping up the conversation.
Avg. Queue Time	The average time a caller spent in the queue before being accepted by an agent or disconnecting the dialogue. Secondary (in blue) figure shows the difference between the selected and previous period.
Average Talk Time	The total duration of the conversation with a client including the forwarded to other agents.
Accepted / Missed	Number of accepted and missed dialogues. Missed dialogues are only measures after 5 seconds, otherwise it’s listed as a quick drop.
Dialogue Volume by Modality	The Figure shows the total number of dialogues. The horizontal stacked column shows the split per modality, one can select one or more (ctrl+click) modalities and the other figures will respond. The icons show the number of each modality.
Dialogue Type	These figures show the number and share of incoming (inbound), outgoing (outbound) and direct calls.
Detail table	The table shows all the dialogues. One can filter on the table by selecting the “Show filters in the header of the table (right). Now the filter pop-up and can be selected. In order to see the details of the call, make a right-click with your mouse on the dialogue and select “Drill-through” and choose “Dialogue Detail” you’ll be directed to the overview of the dialogue.

Classification

Classification Panel (left)

Field	Description
Total Classification Rate	The percentage of classified dialogues, of the total classifiable dialogues. A dialogue is classifiable if it is either labeled with action type 'accepted' or 'forwarded'. A dialogue can be classified by an Agent, by using the extension window or WebAgent.
Dialogues Classified	The total amount of classified dialogue. A dialogue can be classified by an Agent, by using the extension window or WebAgent.
Dialogue Volume	Total number to dialogues

Classification Field (right)

Field	Description
Classified Calls over Time (Top 5)	This column chart shows the top 5 classifications over time. The user can drill down by selecting the arrows in the header of the column chart.
Classification Rate by Agent	Here the columns represent the average classification rate of by agent.
Classification by UCC Names	The figure shows the total classified dialogues. The bar below shows the split per UCC.
Classification Rate	This line graph shows the classification rate over time. The user can drill down by selecting the arrows in the header of the column chart.
Dialogue Classified	The table shows the number of classified dialogues (green) and the percentage (blue) of this classified dialogues compared to classifiable dialogues. The user can fold out the UCC to see the split on lower classification levels.

Quality Monitoring Report

User guide

The quality monitoring report is focused on the customer experience, repeating some information found in other reports.

Quality panel (left)

Field	Description
Rating Percentage	The percentage of dialogues that have been rated in the Quality Monitoring.
Total rated	Rated and unrated dialogues in both percentages and actual count.
Avg. User Rating	Total average rounded to nearest tenth in decimal.

Quality panel (top)

Field	Description
Rating over time	Trend diagram showing the number of submitted ratings over the complete selected date range.
Total Rated & Average Score	Trend diagram showing the number of submitted ratings and average score over the complete selected date range.

Quality fields (bottom)

Field	Description
Quality monitoring overview	Shows QM questions and results per UCC. Filter the list to find a specific UCC. Filtering this field changes the Quality Panel (top) to show details for the selected UCC only.

Hunt Overview Report

Field	Description
Hunt Result	Accepted hunts set against total hunts. The inner solid circle represent the agreed upon SLA, the outer dashed circle shows the actual results, just like the percentage.
Dialogue volume by modality	The figure shows the total number of dialogues. The horizontal stacked column shows the split per modality, one can select one or more (ctrl+click) modalities and the other figures will respond. The icons show the number of each modality. This field is also present on the dashboard report.
Hunt overview	Each individual hunt listed top to bottom in other. Filter options enable you to make a selection relevant to your interest.

Field

Description

Hunt Result

Accepted hunts set against total hunts. The inner solid circle represent the agreed upon SLA, the outer dashed circle shows the actual results, just like the percentage.

Dialogue volume by modality

The figure shows the total number of dialogues. The horizontal stacked column shows the split per modality, one can select one or more (ctrl+click) modalities and the other figures will respond. The icons show the number of each modality.

This field is also present on the dashboard report.

Hunt overview

Each individual hunt listed top to bottom in other. Filter options enable you to make a selection relevant to your interest.