On Premises

Power BI Technical Overview

Calculations

The Calculation folder contains a range of calculations used in the PowerBI template, divided into categories for easier access. In the following section, we will explain the sub-folders and calculations.

Classification

Field

Type

Description

Classification Rate

Measure: Decimal

The percentage of conversations classified within this group compared to the total classified conversations

Dialogue Classified

Measure: Integer

The total number of conversations that have been classified

Percentage of Total Classifications

Measure: Decimal

The percentage of conversations classified compared to the total amount of conversations that are accepted.

 

Dialogue Calculations

Action Types

Field

Type

Description

Accepted Dialogue

Measure: Integer

The total number of conversation that have the action type Accepted

CallBack CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. Dialogue

Measure: Integer

The total number of conversation that have the action type Callback. This means the conversation ended in the CallBack or the Queued Callback.

Forwarded Dialogue

Measure: Integer

The total number of conversation that have the action type Forwarded. This means the conversation ended with a Forward Skill.

Missed Dialogue

Measure: Integer

The total number of conversation that have the action type Missed. This means the conversation was queued for longer than 5 seconds (by parameter default) and disconnected.

NoContact Dialogue

Measure: Integer

The total number of conversation that have the action type NoContact. This means that in an outbound conversation the customer was called, but did not accept.

Overflow Dialogue

Measure: Integer

The total number of conversation that have the action type Overflow. This means the conversation was disconnected because the OverflowThreshold was reached.

Prompt Dialogue

Measure: Integer

The total number of conversation that have the action type Prompt. This means the conversation ended with an Prompt.

Quickdrops

Measure: Integer

The total number of conversation that have the action type Missed. This means the conversation was queued for less than 5 seconds (by parameter default) and disconnected.

Voicemail Dialogue

Measure: Integer

The total number of conversation that have the action type Voicemail. This means the conversation ended with an Anywhere365 Voicemail.

 

Dialogue Types

Field

Type

Description

Percentage Direct

Measure: Percentage

The percentage of direct conversations relative to the total number of conversations. Direct conversations occur when a customer calls an agent directly while using the Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents..

Percentage Inbound

Measure: Percentage

The percentage of inbound conversations relative to the total number of conversations. Inbound conversations occur when a customer contacts 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..

Percentage Outbound

Measure: Percentage

The percentage of outbound conversations relative to the total number of conversations. Outbound conversations occur when an agent contacts the customer.

 

Handle Rate

Field

Type

Description

Handle Rate

Measure: Percentage

The percentage of accepted inbound or direct conversations relative to the total number of accepted and missed inbound or direct conversations combined.

Handle Rate Previous Period

Measure: Percentage

This is the same as the handle rate, but for the previous period. For example, if a 30-day period is selected, it will calculate the handle rate for the 30 days prior to that.

Handle Rate: Change Percentage

Measure: Percentage

The percentage difference between the Handle Rate and the Handle Rate of the Previous period.

 

Misc.

Field

Type

Description

Frequent Contacts

Measure: Integer

Calculates the total amount of callers that has contacted your contact center more times than the parameter provided. By default this parameter is set to 10, but can be increased or decreased to any number.

Ranked Dialogue

Measure: Integer

Calculates the amount of dialogue that was rated (Q.M.)

Unique Contacts

Measure: Integer

Calculated the unique number of contact

 

Skills

Field

Type

Description

First Time Right

Measure: Percentage

The percentage of accepted conversations without a Skill Change or Transferee to the total number of accepted conversations.

No Skill Rate

Measure: Percentage

The percentage of conversations with actions type No Skill relative tot the total number of conversations.

Skill Changed Volume

Measure: Integer

Calculates the total amount of conversations where the Skill has been changed.

 

SLA

Field

Type

Description

Accepted in SLA

Measure: Integer

The number of accepted inbound and direct conversations where the queue time is less than 30 seconds (by parameter default).

Declined in SLA

Measure: Integer

The number of missed inbound and direct conversations where the queue time is between 5 and 30 seconds (by parameters default).

Missed (SLA Calculation)

Measure: Percentage

The percentage of inbound and direct conversations that were missed due to queue times exceeding 5 seconds (the default parameter) relative to the total number of accepted and missed inbound and direct conversations.

SLA

Measure: Percentage

The percentage of inbound and direct accepted conversation where the queue time is less than 30 seconds (by parameter default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

SLA 2

Measure: Percentage

The percentage of inbound and direct accepted conversation where the queue time between 30 and 50 seconds (by parameters default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

SLA 3

Measure: Percentage

The percentage of inbound and direct accepted conversation where the queue time is more than 30 seconds (by parameter default) relative to the total number of accepted and missed inbound and direct conversations. Quick drops are filter out.

SLA: Change Percentage

Measure: Percentage

The percentage difference between the SLA and the SLA: Previous Period,

SLA: Previous Period

Measure: Percentage

This is the same as the SLA, but for the previous period. For example, if a 30-day period is selected, it will calculate the handle rate for the 30 days prior to that.

 

Time Calculations

Field

Type

Description

Decline Time

Average Decline Time

Measure: Text

The average queue time of missed conversation in a hh:mm:ss format.

Average Decline Change

Measure: Text

The difference between average queue time of missed conversations of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Decline Difference in Seconds

Measure: Integer

The difference between average queue time of missed conversations of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Initial Talk Time

Average Initial Talktime

Measure: Text

The average initial talk time in a hh:mm:ss format.

Average Initial Talktime Change

Measure: Text

The difference between average initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Average Initial Talktime Difference in Seconds

Measure: Integer

The difference between average initial time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Longest Initial Talktime

Measure: Text

The longest initial talk time in a hh:mm:ss format.

Longest Initial Talk Time Change

Measure: Text

The difference between longest initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Longest Initial Talk Time Difference in Seconds

Measure: Integer

The difference between longest initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Queue Time

Average Queue Time

Measure: Text

The average queue time in a hh:mm:ss format.

Average Queue Time Change

Measure: Text

The difference between average queue time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Average Queue Time Difference in Seconds

Measure: Integer

The difference between average queue time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Longest Queue Time

Measure: Text

The longest queue time in a hh:mm:ss format.

Longest Queue Time Change

Measure: Text

The difference between longest queue time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Longest Queue Time Difference in Seconds

Measure: Integer

The difference between longest queue time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Session Time

Session Time

Measure: Text

The average session time in a hh:mm:ss format.

Talk Time

Total Talktime Average

Measure: Text

The average talk time in a hh:mm:ss format.

Total Talktime Change

Measure: Text

The difference between average talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Total Talktime Difference in Seconds

Measure: Integer

The difference between average time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Talktime queuetime comparison

Measure: Percentage

The percentage of total talk time relative to the total of queue time and talk time combined.

Transfer Time

Average Transfer Time

Measure: Text

The average transfer time (i.e. time after a transfer)in a hh:mm:ss format.

Average Transfer Time Change

Measure: Text

The difference between average transfer time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Average Transfer Time Difference in Seconds

Measure: Integer

The difference between average transfer time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

 

Transfers

Field

Type

Description

Dialogue Transferred

Measure: Integer

The total number of conversation that have been transferred to a transferee.

External Transfers

Measure: Integer

The number of conversations where the transferee Uri started with +, which is the start for a E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) formatted phone number.

Frequent Transferees

Measure: Integer

The number of unique transferees that have been transferred to more than 5 times (by parameters default).

Internal Transfers

Measure: Integer

The number of conversation of all other transfers that weren't external, UCC or Other Domain.

Other Domain Transfers

Measure: Integer

The number of conversations where the transferee domain didn't match the domain of the agent.

Transferable Dialogue

Measure: Integer

The number of conversations that could have had a transfer. These are all conversations that had an Initial Agent.

Transferrate

Measure: Percentage

The percentage of Dialogue Transferred relative to Transferable Dialogue.

UCC Transfers

Measure: Integer

The number of conversations where the transferee Uri started with "sip:ucc_", which is the standard name for a UCC endpoint.

 

Volume

Field

Type

Description

Dialogue Volume

Measure: Integer

The total number of conversation

Dialogue Volume HeatMap

Measure: Integer

The total number of conversation used for the HeatMap visual

Dialogue Volume Inside Business Hours

Measure: Integer

The total number of conversation within Business hours and outside holidays.

Dialogue Volume Outside Business Hours

Measure: Integer

The total number of conversation outside Business hours or within holidays.

 

Hunts

Hunt Handle Rate

Field

Type

Description

Hunt Handle Rate

Measure: Percentage

The percentage of accepted hunts relative to the total number of accepted and missed hunts combined.

Hunt Handle Rate Previous Period

Measure: Percentage

This is the same as the hunt handle rate, but for the previous period. For example, if a 30-day period is selected, it will calculate the hunt rate for the 30 days prior to that.

Hunt Handle Rate: Change Percentage

Measure: Percentage

The percentage difference between the Hunt Handle Rate and the Hunt Handle Rate of the Previous period.

 

Hunt Related

Field

Type

Description

Accepted Hunts

Measure: Integer

The number of unique hunts that where accepted.

Hunt Volume

Measure: Integer

The number of unique hunts.

Missed Hunts

Measure: Integer

The number of unique hunts where the total time hunted was longer than 5 seconds (by parameters default).

Quickdrop Hunts

Measure: Integer

The number of unique hunts where the total time hunted was longer less 5 seconds (by parameters default).

 

SLA Hunt Calculations

Field

Type

Description

Hunts Accepted in SLA1

Measure: Integer

The number of accepted hunts where the total time hunted is less than 30 seconds (by parameter default).

Hunts Accepted in SLA2

Measure: Integer

The number of accepted hunts where the total time hunted is between 30 and 50 seconds (by parameters default).

Hunts Accepted in SLA3

Measure: Integer

The number of accepted hunts where the total time hunted is more than 30 seconds (by parameter default).

SLA Hunt

Measure: Percentage

The percentage of accepted hunts where the total time hunted is less than 30 seconds (by parameter default) relative to the total number of accepted and missed hunts. Quick drops are filter out.

SLA Hunt: Previous Period

Measure: Percentage

This is the same as the SLA Hunt, but for the previous period. For example, if a 30-day period is selected, it will calculate the handle rate for the 30 days prior to that.

SLA Hunt: Change Percentage

Measure: Percentage

The percentage difference between the SLA Hunt and the SLA Hunt: Previous Period,

 

Time Calculations

Field

Type

Description

Hunt Time Calculations

Average Hunt Time

Measure: Text

The average hunt time of all hunts.

Hunt Difference in Seconds

Measure: Integer

The difference between average hunt time of all hunt of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Average Decline Change

Measure: Text

The difference between average hunt time of all hunt of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Total Hunt Time

Measure: Text

The total hunt time of all hunts.

Talk Time Calculations

Average Initial Talktime

Measure: Text

The average initial talk time in a hh:mm:ss format.

Average Initial Talktime Change

Measure: Text

The difference between average initial talk time of the current and the previous period in a hh:mm:ss format. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

Average Initial Talktime Difference in Seconds

Measure: Integer

The difference between average initial time of the current and the previous period in seconds. For example, if a 30-day period is selected, it will show the difference with the 30 days prior to that.

 

Presence

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

Field

Type

Description

Call Percentage

Measure: Percentage

The percentage of time spent InCall and not formally signed out compared to the total time spent not offline or formally signed out.

 

Times Formatted

Field

Type

Description

Average Discharge Time

Measure: Text

The average time spent in discharge in a hh:mm:ss format.

Discharge Duration

Measure: Integer

The total time spent in discharge in seconds.

Discharge Time

Measure: Text

The total time spent in discharge in a hh:mm:ss format.

Presence Available

Measure: Text

The total presence time spent as available in a hh:mm:ss format.

Presence Away

Measure: Text

The total presence time spent as away in a hh:mm:ss format.

Presence Busy

Measure: Text

The total presence time spent as busy in a hh:mm:ss format.

Presence Do Not Disturb

Measure: Text

The total presence time spent as do not disturbed in a hh:mm:ss format.

Presence In Call

Measure: Text

The total presence time spent as in call in a hh:mm:ss format.

Presence Time Formatted

Measure: Text

The total presence time spent in a hh:mm:ss format.

Presence Time Formatted Non Blanks

Measure: Text

The total presence time spent in a hh:mm:ss format and the blank values are filtered out.

 

Quality Monitoring

Field

Type

Description

Not Rated QM

Measure: Integer

The remaining percentage of the QM Rate.

QM Rate

Measure: Percentage

The percentage of QM Rated Dialogues in ratio with all accepted conversations.

QM Rated Dialogues

Measure: Integer

The number of unique conversations that have a quality monitoring score.

Rated Questions

Measure: Integer

The number of unique Quality Monitoring questions.

Total Rating

Measure: Integer

The total number of Quality Monitoring ratings.

Total Rating Formatted

Measure: Integer

The total number of Quality Monitoring ratings, but when the value is blank then - is shown.

 

Agents

A sip mapping table contains all the sip addresses of all agents. This table if usually referenced when retrieving the related address with a sipmap ID.

Fields

Field

Type

Description

ID Integer The unique ID of a agent
LineURI Text The phone number related to the ID
URI Text The sip address of the agent

 

Classifications

The classifications table contains all the classified calls. Whenever an agent classifies the call, the summary will be stored in this table. Is used only for the classification report. This table is limited to the first five levels of classification.

Fields

Field

Type

Description

ClassCombined

Text

A text field in which all classes above are combined. Is the default value for the reporting, but can be replaced with any of the above classes if the intention is to create a report on a specific level.

Classification Level 1

Text

The first level of classification.

Classification Level 2

Text

The second level of classification.

Classification Level 3

Text

The third level of classification.

Classification Level 4

Text

The fourth level of classification.

Classification Level 5

Text

The fifth level of classification.

Classification Timestamp

Time

The time when the classification was created, can be used for time intelligence.

Correlation ID

Text

The unique ID of the conversation. Is used to link this table to PowerBI_Dialogue.

Date

Date

The date field on which the classification was created. Used for time intelligence.

UCC_ID

Integer

The unique ID of the UCC in which the classification was made.

 

Contacts

A sip mapping table contains all the sip addresses of all contacts. This table if usually referenced when retrieving the related address with a sipmap ID.

Fields

Field

Type

Description

ID Integer The unique ID of a contact
LineURI Text The phone number related to the ID
URI Text The sip address of the contact

 

Dates(Table)

The dates table is designed to provide a single source of data for time-based analysis. It is constructed by creating a list of dates and adding columns with helpful time-related information, such as the day of the week, month, year, or week of the year. This makes it simpler to filter graphs and reports based on the desired date range.

 

Calculations /Formulas

Field

Type

Description

End Previous Period

Text

This field displays the DateKey of the period immediately preceding the one currently selected. For instance, if you have chosen to load only the last 30 days, this field will show the last DateKey of the 30 days prior.

Start Previous Period

Text

This field displays the DateKey of the period immediately preceding the one currently selected. For instance, if you have chosen to load only the last 30 days, this field will show the first DateKey of the 30 days prior.

 

Fields

Field

Type

Description

Date for Filter

Text

A combination of the date and the day name for easy filtering.

DateKey

Date

Field to create relations between multiple tables. Can be used a filter on its own to filter data from multiple tables on date.

Day

Integer

The day of the month of the Datekey field as a number.

Day Name

Text

The day name in text of the Datekey field.

Day Name Abbreviation

Text

The abbreviation of the day name to make it possible to create smaller filter cards or slicers.

Day of Week

Integer

The day of the week of the Datekey field as a number.

Day of Year

Integer

The day of the year of the Datekey field as a number.

Year

Integer

The year of the Datekey field as number.

Month

Integer

The month of the Datekey field as number.

Month Name

Text

The month name of the Datekey field as a string, can be used for filters in a more user friendly way.

Quarter

Integer

The quarter of the year the Datekey field is in.

Week of Year

Integer

The week of the year of the Datekey field.

Week of Month

Integer

The week of the month of the Datekey field.

Week Number

Integer

The week number of the Datekey field.

 

Details

This table contains all the information about a conversation in the Anywhere365 environment. It is used to generate the Dialogue Detail report, which shows the steps a dialogue took in the contact center. This report provides insight into the exact route taken, including which agents were hunted, which queue positions, skills, and time intelligence.

Note: This table will only be filled when the Load Call Detail parameter is TRUE.

Fields

Field

Type

Description

Correlation ID

Text

The ID of the conversation. In powerBI_Calldetails this ID is not unique, as a conversation can and will contain multiple steps.

Date

Date

The date the step of the conversation took place.

Date time

Date time

The date and time the step of the conversation took place.

Detail Type

Text

A preset of step types that define the step.

Detail ID

Integer

Unique ID of the message.

Detail Message

Text

A field that contains information about the step type, such as the sip address of the agent or queueposition.

ImageURL

Text

The url that retrieves the image that is linked to the step. This image is displayed in the Dialogue Detail report and needs to be dynamic as not all conversations will be the same.

Timestamp

Time

The time the step was taken in the UCC.

UCC ID

Integer

The unique ID of the UCC, is used to link the table to the UCC_Name table and retrieve the name of the UCC.

 

Dialogue

This table is the main component of the reporting template. It stores all conversations with their summaries, as well as queuetimes, talktimes, skillnames, start and end times, summaries on times, transferees, and contact information. Most of the reports in the template use data from this table, and some calculations in other tables refer back to it.

Calculations / Formulas

Field

Type

Description

Detail: Agent

Column: Text

Matches the agent sipmap uri with the related Agents Table. Instead of using the default initialagent column you can use this column if you decide to create custom reports that combines multiple tables with different agent columns.

Detail: Classification

Column: Text

The related total classification of the PowerBI_Classifications table.

Detail: Contact

Column: Text

Matches the contact sipmap uri with the related Contacts Table. Instead of using the default contact column you can use this column if you decide to create custom reports that combines multiple tables with different contact columns.

Detail: Hunt Time

Column: Text

Formats the total of the HuntTime to a HH:MM:SS format, which is more readable for the end user.

Detail: Recording Text

Column: Text

The url to the location where the recording is stored. If there is no recording present, the field will contain "No Recording Available".

Detail: Skill

Column: Text

The name of the skill that was chosen 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.. If there is no Skill present, the field will contain "No Skill Chosen".

Missed Reason

Column: Text

This field explains why a conversation was not answered. Possible reasons include QuickDrop (the call was dropped within 5 seconds of entering the queue), QueueDrop (the call was dropped while other people were still waiting in the queue), Missed Hunt (an agent was hunted but did not accept the call), and No Agent (the call was first in the queue but there was no agent available to answer it).

Rated

Column: Text

This field shows if the conversation was scored by the Quality Monitoring or not.

Hold time Column

Column: Text

Formats the Hold time to a HH:MM:SS format, which is more readable for the end user.

Queue time Column

Column: Text

Formats the QueueTime to a HH:MM:SS format, which is more readable for the end user.

Talk time Column

Column: Text

Formats the TalkTime to a HH:MM:SS format, which is more readable for the end user.

Fields

Field

Type

Description

Accepted

Integer

A field that is either empty or 1 based on if a conversation was accepted.

Action Type

Text

A text field that tells you what happened with the conversation.

Caller

Text

The phonenumber or sip address of the caller.

Callersipmapid

Integer

The unique sipmap id of the caller. Can be used to link the table to the sipmap table for a centralized filter option.

Correlationid

Text

The unique ID of the conversation. Is used to link this table to other tables.

Date

Date

The date of the starttime of the conversation. Is used to link to the date table to perform time intelligence.

Dialogue Type

Text

The type of dialogue the conversation is classified as.

Endpoint URI

Text

The uri of the endpoint the conversation was received on.

Forwarded

Integer

A field that is either empty or 1 based on if a conversation was forwarded.

Index

Integer

A unique number that is used to sort correlationID based on start time in table where you do not want the start time to be displayed.

Initial Agent

Text

The sipaddress or the phone number of the agent that accepted the conversation.

Initial Agent Sip ID

Integer

The unique ID of the agent that accepted the conversation, which is used to retrieve the agent name from the Sipmap table.

Initial Talk Time

Integer

The duration of the first conversation with an agent. In case the call is forwarded, the talktime that took place after the forward is not included.

Initial Transferee

Text

The sipaddress or the phone number of the agent that received the first transfer.

Initial Transferee Sip ID

Integer

The unique id of the transferee.

Missed

Integer

A field that is either empty or 1 based on if a conversation was Missed.

Modality Type

Text

The modality type of the conversation.

NoContact

Integer

A field that is either empty or 1 based on if a conversation was outbound and was not picked up by the contact.

NoSkill

Integer

A field that is either empty or 1 based on if a conversation was ended before the contact chose a Skill.

OutsideBusinessHours

Integer

A field that is either empty or 1 based on if a conversation was received outside business hours or inside a holiday.

QM Value

Integer

The value the contact gave to the conversation after filling in the Q.M. at the end of a conversation.

Quality Monitoring Value Detail

Integer

Same as QM Value, but if the value is blank it will show -.

Recording Location

Text

The url to the location where the recording is stored. If there is no recording present, the field will be empty.

Seconds After Transfer

Integer

The total time in seconds that the conversation spent after transfer till finish.

Seconds in IVR

Integer

An integer of the duration the conversation spent in the IVR, in seconds.

Seconds in Queue

Integer

The time in seconds that the conversation was in the queue.

Skill Changed

Text

The name of the skill that the conversation was transferred to.

Skill Chosen

Text

The name of the skill that was chosen in the IVR.

Skill Final

Text

The name of the skill where the conversation ended.

Skill ID

Text

The UCC ID and name of the skill. Can be used to link to the Skill table.

Skilltype

Text

A combination of the dialoguetype and the modality type.

Supervisor

Text

The sip address of the supervisor of the agent that accepted the conversation.

Supervisor Sip Id

Integer

The unique ID of the sip address of the supervisor.

Time Accepted

Date Time

The date time stamp a conversation was accepted by an agent.

Time Ended

Date Time

The date time stamp that the conversation was ended on.

Time Entered Queue

Date Time

The date time stamp when a conversation entered the queue.

Time Started

Time

The time stamp of the start of the conversation.

Time Transferred

Time

The date time stamp a conversation was accepted by the transferee.

Total Session Time

Integer

The total time in seconds the conversation lasted from start till finish.

Total Talk Time

Integer

The total talk time in seconds, including talk time after transfers.

Total Hold Time

Integer

The total time the conversation was put on hold in seconds.

Transfer Type

Text

The type of transfer of the conversation (UCC, internal, external or other).

UCC ID

Integer

The unique ID of the UCC that the conversation took place in.

Voicemail

Integer

A field that is either empty or 1 based on if a conversation was pickup by a voicemail.

Voicemail Location

Text

The location of the voicemail.

 

Discharge

The discharge table shows all the discharge the agents have received.

Fields

Field

Type

Description

Agent Sip ID

Integer

The unique ID of the agent that had the discharge, which is used to retrieve the agent name from the Sipmap table.

Correlation ID

Text

The unique ID of the conversation. Is used to link this table to other tables.

Discharge Duration

Decimal

The duration in seconds that the discharge took.

Discharge Starttime

Date Time

The date time stamp the discharge started.

Discharge UCC ID

Integer

The unique ID of the UCC that the conversation took place in.

 

Elements

The elements table is a hidden table in the online environment and by default only visible in the tables or data model tab in Power BI Desktop. This table is only used to retrieve the latest icon set for report navigation and was created as Power BI by default does not support custom icons that switch whenever the user changes themes.

Fields

Field

Type

Description

Element

Text

Name of the element/icon that is used as display in the timeline.

Link

Text

The url where the image is stored and retrieved from.

Theme

Text

A field that is used as a filter to switch between dark and light theme.

 

Hunts

This table contains all information concerning the hunts.

Note: A call can have multiple hunts, to multiple agents, before it is accepted or missed. Therefor the total amount of hunts can differentiate from the total amount of conversations in PowerBI_Dialogue.

Fields

Field

Type

Description

Accepted

Integer

Contains a 1 if the hunt was accepted and is empty it is missed.

Actiontype

Text

Either Accepted, Missed or Quickdrop depending on result.

Agent Sip Id

Integer

The unique ID of the agent that was hunted.

Caller Id

Integer

The unique ID of the caller for which the agent was hunted.

ContactSipMapId

Integer

The unique ID of the caller for which the agent was hunted, but then retrieved from the Dialogue Table.

Correlation ID

Text

The unique ID of the conversation, not the ID of the hunt.

Date

Date

The date stamp when the hunt took place.

Dialogue Type

Text

The type of dialogue the conversation is classified as.

Hold Time

Integer

The total time the conversation was put on hold in seconds.

Hunt Duration

Time

The total hunttime formatted to HH:MM:SS.

Hunt ID

Integer

The unique ID of the hunt.

Hunt Time

Integer

The time in seconds the hunt took before begin accepted or missed.

Hunt Timestamp

Time

The time stamp of the start of the hunt.

Initial Talk Time Conversation

Integer

The initial talk time in seconds of the conversation after it was accepted, in seconds.

Initial Talktime

Time

The initial talktime formatted to HH:MM:SS.

Initial Transferee Sip ID

Integer

The unique id of the transferee.

Modality Type

Text

The modality type of the conversation.

Skill

Text

The name of the skill the hunt took place in.

UCC_ID

Integer

The unique ID of the UCC that the conversation took place in.

 

Presence

This table contains all information concerning the presence information.

Note: This table will only be filled when the Load Presence parameter is TRUE.

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

Fields

Field

Type

Description

Agent Sip Id

Integer

The unique ID of the agent.

Date

Date

The date stamp of the presence change.

Device Type

Text

The device type the presence changed from.

Duration in seconds

Integer

The duration in seconds that the presence was active.

Duration in Time

Integer

The duration that the presence was active in a hh:mm:ss format.

Endtime

Time

The time stamp of the end time of the presence.

Endtime + Date

Date Time

The date time stamp of the end time of the presence.

Formal State

Text

The type of signin the agent was at that moment. Can be one of three options: Formal – Not Signed in, Formal – Signed and informal.

Location

Text

No longer used.

Presence

Text

The presence state, based on Microsoft Teams status.

Presence Row ID

Integer

The ID of the presence change. Is unique for a presence change.

Presence UCC ID

Integer

The unique ID of the UCC that the conversation took place in

ReasonCodeName

Text

The reasoncode that was connected to the presence change

Starttime

Time

The time stamp of the start time of the presence

Starttime + Date

Date Time

The date time stamp of the start time of the presence

 

QM

This table stores information related to Quality Monitoring, enabling users to view the Quality Monitoring Report. Even if the entire Quality Monitoring process is not completed, individual ratings are still available, as each rating is stored separately.

Fields

Field

Type

Description

correlationid

Text

The unique ID of the conversation. Is used to link this table to other tables.

Index

Integer

The unique ID of the rating.

Question

Text

If available the Text of the Quality Monitoring question is stored here.

QuestionNumber

Integer

If available the Question order number is stored here.

Result

Integer

The score the customer has given to the Quality Monitoring question.

time

Date time

The date time stamp when the rating was received.

ucc_id

Integer

The unique ID of the UCC where the rating conversation took place in.

 

Skills

This table stored all information related to Skills and can be used for creating visuals and tables about Skills.

Fields

Field

Type

Description

link

Text

The UCC Id and Name of the Skill. Can be used to link to the Dialogue Table.

Rank

Integer

The number of times this Skill occurs in the Dialogue table.

Ranking

Integer

A ranking of skills is determined by the number of times each skill was chosen. If two skills have the same number of selections, they will receive the same rank. This ranking can be used to identify which skill is the most popular.

skillchosen

Text

The name of the Skill

UCC Name

Text

The name of the UCC where Skill was used on.

ucc_id

Text

The unique ID of the UCC where Skill was used on.

 

TimeTable

The timetable is designed to provide a single source of data for time-based analysis. It is constructed by creating a list of timestamps and adding columns with helpful time-related information, such as the hour, quarter of an hour or daypart. This makes it simpler to filter graphs and reports based on the desired time range.

Fields

Field

Type

Description

Daypart

Text

This fields show in which daypart the timestamp is. It can be Night, Morning, Afternoon or Evening.

Hour

Text

This fields show in which hour the timestamp is. It is shown in a 2 digit format

Hour:Minutes

Text

This field shows in which hour the timestamp is. It is shown in a hh:00 format.

HourKey

Integer

This fields show in which hour the timestamp is. Can be used for linking.

HourText

Text

This fields show in which hour the timestamp is. It is shown in a 2 digit format

Minute

Text

This field shows in which hour and minute the timestamp is. It is shown in a hh:mm format.

MinuteKey

Integer

This field shows in which minute the timestamp is. It is shown in a 2 digit format.

Quarter of an Hour

Text

This fields shows in which quarter of an hour the timestamp is. It can be 0, 15, 30, or 45

Second

Text

This field shows in which hour, minute and second the timestamp is. It is shown in a hh:mm:ss format.

SecondKey

Integer

This field shows in which second of a minute the timestamp is. Can be used for linking.

Time

Text

This field shows in which hour, minute and second the timestamp is. It is shown in a hh:mm:ss format.

TimeKey

Integer

This field shows in which second of the day the timestamp is. Can be used for linking.

 

Transcript

Note: This PowerBI template does not include the transcript for Text session in the Anywhere365 WebAgent, which is available in the Dialogue Manager Database. This data for this table is only generated for WebChat for Skype for Business.

This table stores the chat transcript history, if there is any. This allows users to view the dialogue detail report for a specific chat by drilling down on the chat correlation. If no chats are present, this table and the chat transcript report can be removed.

Calculations /Formulas

Field

Type

Description

Message Count Agent

Measure: Integer

The total amount of messages the agent sent for the selected chat(s). Filters out system message.

Message Count Customer

Measure: Integer

The total amount of messages the customer sent for the selected chat(s). Filters out system message.

Response Duration Agent

Measure: Integer

The average in seconds of the Duration Response column, filters only on Agent messages.

Response Duration Contact

Measure: Integer

The average in seconds of the Duration Response column, filters only on Customer messages.

Customer

Column: Text

A column that simply generates the name of the customer for a chat message.

Duration Response

Column: Integer

A calculation for the time between the message and the last message from the other party. Used for average response time in chat transcript reporting.

Agent Response Formatted

Measure: Text

Reformat the Response Duration Agent in a hh:mm:ss format.

Customer Response Formatted

Measure: Text

Reformat the Response Duration Customer in a hh:mm:ss format.

ColorCoding

Column: Text

A column that is used to store the color code of the background. Power BI allows the color of a text field to be determined by a calculation.

 

Fields

Field

Type

Description

AgentIcon

Text

The URL for loading a placeholder image of the Agent in the visual.

Chat Timestamp

Time

The time value when the message was sent.

chatConversationID

Integer

The ID of the chat.

CorrelationID

Text

The ID of the conversation, in order for it to link to PowerBI_Dialogue.

CustomerIcon

Text

The URL for loading a placeholder image of the Customer in the visual.

IsCustomer

Boolean

A Boolean field that tells you if the message was sent by the customer or not. Is used to split the customer and agent from the participant column.

Participant

Text

The name of the participant who sent the chat message.

Participant Sip

Text

Related sip uri based on the sipmap id.

Participant Sip ID

Integer

The unique id of the participant.

Transcript ID

Integer

The unique ID of the row.

Transcript Message

Text

The text message that was sent by the participant during the chat. Also contains the IDR Interactive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. questions that the customer answers before the start of the chat, and the browser information.

 

Transferee

A sip mapping table contains all the sip addresses of all transferees. This table if usually referenced when retrieving the related address with a sipmap ID.

Fields

Field

Type

Description

ID Integer The unique ID of a transferee
LineURI Text The phone number related to the ID
URI Text The sip address of the transferee

 

UCCs

The UCCs table contains all the names and IDs of the UCCs in the database

Fields

Field

Type

Description

UCC ID

Integer

The unique ID of the UCC and is used to link to multiple tables.

UCC Name

Text

The name of the UCC.

DisplayName

Text

The display name of the UCC.