Dialogue Cloud

Updating Anywhere365 Power BI template

Introduction

When it comes to using Power BI templates, it's important to note that updating the template will always create a new file. This is because a template is essentially a starting point or a blueprint for your report. Therefore, it's crucial to keep this in mind when updating to latest Anywhere365 Power BI you need to ensure that any changes or modifications you've done are also done to the new file.

Requirements

Update SQL views for the Anywhere365 Power BI Template

Before you can update the Power BI template, follow the steps below to update the SQL views on the SQL CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. Database.

  1. Unzip the template package.

    Note

    Installation files can be obtained from Anywhere365 or an authorized Partner.

  2. 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)

  3. Connect to Server / Instance where the UCC Database is located.

  4. Navigate to the UCC Database

  5. Right Click Database

  6. Select New Query

  7. 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).

  8. Execute the Query (F5)

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

    Note

    In the case of a mayor update (for example V2 to V3) the old view will not be deleted. This is to make sure custom Power BI reports will keep working.

    Copy
    Messages
    Deleting old PowerBI_Dialogue index
    Creating new PowerBI_Dialogue index
    Done creating new PowerBI_Dialogue index
    -------
    Deleting old PowerBI_Dialogue_vx
    Creating new PowerBI_Dialogue_vx
    Done creating PowerBI_Dialogue_vx
    -------
    Deleting old PowerBI_Hunt_vx
    Creating new PowerBI_Hunt_vx
    Done creating PowerBI_Hunt_vx
    ------
    Deleting old PowerBI_Presence_vx
    Creating new PowerBI_Presence_vx
    Done creating PowerBI_Presence_vx
    ------
    Deleting old PowerBI_Classification_vx
    Creating new PowerBI_Classification_vx
    Done creating PowerBI_Classification_vx
    ------
    Deleting old PowerBI_CallFlow_vx
    Creating new PowerBI_CallFlow_vx
    Done creating PowerBI_CallFlow_vx
    ------
    Deleting old PowerBI_ChatTranscript_vx
    Creating new PowerBI_ChatTranscript_vx
    Done creating PowerBI_ChatTranscript_vx
    ------
    Deleting old PowerBI_Discharge_vx
    Creating new PowerBI_Discharge_vx
    Done creating PowerBI_Discharge_vx
    ------
    Deleting old PowerBI_QM_vx
    Creating new PowerBI_QM_vx
    Done creating PowerBI_QM_vx
    ------

Power BI Desktop

  1. Download and Install the latest Microsoft Power BI Desktop (Power BI Desktop—Interactive Reports | Microsoft Power BI)

  2. Open the Anywhere365 Power BI Template [ .pbit file from template package]

  3. 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 .

    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.
  4. Load the template

  5. Log on to the selected database if asked for your credentials. You can chose one of the following options:

    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.
  6. Validate that the data is loaded. If not, see Power BI template Operation Basics to troubleshoot.

  7. Save the report.