Install Power BI template

 

Before you can start to install the Power BI template, follow the steps below to create SQL views on the SQL CDR Database. Installing the template itself is done in Microsoft Power BI Desktop.

Add/Create SQL Views for Power BI

1. Open Microsoft SQL Server Management Studio (SSMS) Learn More - Microsoft
   
2. Connect to Server / Instance where 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. Database is located.
3. Navigate to the UCC Database
4. Right Click Database
5. Select New Query
6. Paste the SQL code from the Power BI Template package, the SQL queries (.sql file) can be found in the folder where the template itself is (.pbit file).
7. Execute the Query (F5 or Run)

 Tip: An Alternative to SSMS is Azure Data Studio a newer and more lightweight Microsoft Application to manage SQL Queries, very similar to described steps above. Learn More - Microsoft

 

Installation Power BI Desktop and .pbit (template)

1. Download and Install the latest Microsoft Power BI Desktop. Learn More - Microsoft
2. Open the Anywhere365 Power BI Template [ .pbit file from template package]
   
3. Enter SQL Server \ Instance name
4. Enter Database name
5. Select the Filter Method
   • By default No Filter (all data) will be loaded into the template
   • Select Previous Days to limit the amount of data collected in this query
6. Fill the Previous Days parameter
   • This parameter cannot be zero, even if the filter parameter is left to default.
7. Choose if you want to Load Call Details
   • Selecting False will speed up data collection at a cost of having no individual call detail data available.
8. Choose if you want to Load Presence Data
   • Selecting False will speed up data collection at a cost of having no individual agent presence data available (This may have been disabled altogether by the UCC setting EnablePresenceRecording, Learn More.)
9. Choose if you want to Anonymize Data of a specific usergroup.
   • You can choose between No (default), Agents, Callers or both Agents & Callers.
     
10. Enter the value (in seconds) for Service Level Agreement
    
11. Enter the value (in seconds) for Service Level Agreement 2
12. Enter the value (in seconds) for the Quickdrop threshold level
13. Enter the Frequent Contacts threshold to use
    • Used in the Frequent Contacts calculation. Calculates the total number of callers that have contacted your contact center more times than the set Parameter.
14. Enter the Frequent Transfers threshold to use
    • Used in the Frequent Transferees calculation. Calculates the total number of calls per transferee with more calls than the set Parameter.
15. Load the template
16. Log on to the selected database if asked for your credentials.