Installing the Anywhere365 Power BI template

Welcome to the installation guide for the Anywhere365 Power BI template. This template provides a starting point for integrating Anywhere365 data in Power BI. By following the steps in this guide, you'll be able to set up the necessary SQL views, and what parameters you can use to configure the template. With the Anywhere365 Power BI template, you can gain valuable insights into your Anywhere365 environment and make data-driven decisions.

Requirements

To perform actions with 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, you need permissions to create or modify views.
Your machine must be able to access the SQL Server to connect to the database.

Add/Create SQL Views for Power BI

Before you can start to using the Anywhere365 Power BI template, follow the steps below to create SQL views on the SQL CDR Database.

Unzip the template package.

Note: Installation files can be obtained from Anywhere365 or an authorized Partner.
Open Microsoft SQL Server Management Studio (SSMS) (Download SQL Server Management Studio (SSMS) - SQL Server Management Studio (SSMS))
or
Azure Data Studio (Download and install Azure Data Studio - Azure Data Studio)
Connect to Server / Instance where the UCC Database is located.
Navigate to the UCC Database
Right Click Database
Select New Query
Paste the SQL code from the Power BI Template package, the SQL queries (Golive Views - Vx.x.sql file) can be found in the folder where the template itself is (.pbit file).
Execute the Query (F5 or Run)

Validate the outcome. By checking the Messages tab you can see if the views are successfully created:

Copy

Messages

Creating new PowerBI_Dialogue index
Done creating new PowerBI_Dialogue index
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Creating new PowerBI_Dialogue_vx
Done creating PowerBI_Dialogue_vx
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Creating new PowerBI_Hunt_vx
Done creating PowerBI_Hunt_vx
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Creating new PowerBI_Presence_vx
Done creating PowerBI_Presence_vx
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Creating new PowerBI_Classification_vx
Done creating PowerBI_Classification_vx
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Creating new PowerBI_CallFlow_vx
Done creating PowerBI_CallFlow_vx
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Creating new PowerBI_ChatTranscript_vx
Done creating PowerBI_ChatTranscript_vx
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Creating new PowerBI_Discharge_vx
Done creating PowerBI_Discharge_vx
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Creating new PowerBI_QM_vx
Done creating PowerBI_QM_vx

Installation Power BI Desktop and .pbit (template)

Download and Install the latest Microsoft Power BI Desktop (Power BI Desktop—Interactive Reports | Microsoft Power BI)
Open the Anywhere365 Power BI Template [ PowerBI vx.x.xxx.pbit file from template package
In Power BI a window will pop-up to enter the parameters. This allows you to configure the template.

Tip: These parameters can be altered later via Home > Transform data > Edit parameters.
1. Enter SQL Server \ Instance name
2. Enter Database name
3. 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
4. Fill the Previous Days parameter
  - This parameter cannot be zero, even if the filter parameter is left to default.
5. 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.
6. 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.
    
    Note: This may have been disabled altogether by the UCC setting EnablePresenceRecording, see: UCC General Settings
7. Choose if you want to Anonymize Data of a specific usergroup.
  - You can choose between No (default), Agents, Callers or both Agents & Callers.
    During the anonymization the Uri (Sip address or Telephone number) will be replaced by [sip:/tel:][Unique anonymous ID][top-level domain]
8. Enter the value (in seconds) for Service Level Agreement
  1. Used in calculating the SLA percentage for inbound dialogues or hunts, and in Agent overview to show the amount of hunts inside this number of seconds.
9. Enter the value (in seconds) for Service Level Agreement 2
  1. Used in calculating the SLA2 percentage for inbound dialogues or hunts, and in Agent overview to show the amount of hunts between SLA and this number of seconds.
10. Enter the value (in seconds) for the Quickdrop threshold level
  1. Used to calculate which missed dialogues should be marked as quickdrops. These will dialogues or hunts will be excluded from the SLA calculation.
11. 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.
12. 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.
Load the template
Log on to the selected database if asked for your credentials.
1. Window = Use the account that is currently signed in to connect to the database.
2. Database = Use a SQL account to connect to the database.
3. Microsoft account = Use a Microsoft Account. to connect to the database.
Validate that the data is loaded. If not, see Power BI template Operation Basics to troubleshoot.
Save the report.