Power BI Template User Guide

The UCC report shows you information on all (selected) UCC’s. In a quick overview you are able to tell total accepted and missed calls, quickdrops and average talk time and queue time.

The matrix shows the user the performance and data per UCC, with the possibility to drill down on the data. You are able to either drill down on a specific UCC, or expand all UCC’s if you want to compare data. Drilling down or expanding the data will provide the data from endpoint and chosen skill perspective.

The report uses two visuals to present data to the user:

1. Barchart with callvolume per day of the week and the average queue time per day.
2. A Bubblechart to present callvolume per Year, month and week (depending on the drill down). The size of the bubbles are depending on the percentage of total callvolume. The color is determined by the total handle rate of the year / month / weeknumber.

This report includes a Tool tip reports. Tool tip reports are available in the Power BI October 2018 update and later. Whenever the user hovers his/her mouse over a datapoint in the bubble chart, a in page report will appear. This report will display the busiest UCC of the selected, the total SLA and Handle rate of that datapoint and the distribution of callvolume by actiontype.

Note: Tool tip reporting has been removed from version 8.1x and up to enhance performance

The report filters are accessible the same way as the Welcome page. You can also use the quick filters, on the left side of the screen. These quick filters will filter the data on modality type (from top to bottom: call, chat, email, autonomous dialer , direct, outbound, voicemail dialer and call me). These quick filters can be reset with the bottom icon in the list, or by expanding the filter tab.

Note: Quick Filters have been removed from version 8.1x and up to enhance performance

The UCC per Hour report shows the user the data from an hour-based perspective, instead of the regular daily basis. The data is grouped per hour of the day, over the data range that the user selected. It does not show you the data per hour over time, but rather grouped per hour. This way the user can interpret the busiest times per day and the performance of their UCC(s).

This report includes a Tooltip reports. Tooltip reports are available in the Power BI October 2018 update and later. Whenever the user hovers his/her mouse over a datapoint in the cards, a in page report will appear. The in page report will display the distribution of callvolume by actiontype.

The matrix shows the data per grouped hour, split in actiontypes. It adds the average call times such as average queuetime and initial talk time. The SLA per hour has been added as well. Please note that whenever the SLA value for an hour is blank, the data point is converted to ‘No SLA’. This makes the datatype for the SLA calculation a varchar.

The user can use the added heatmap to locate the busiest hours of the week. The heatmap is filled with the callvolume data from PowerBI_Dialogue. The color of the heatmap is based on the percentage of the datapoint of the total callvolume, with green being low and red being a high callvolume.

The report offers the information in visuals as well. Three graphs have been added to give the user an overview of the performance of the UCC(s). The first graph gives an overview of the average times grouped per hour; the second groups the callvolume per actiontype.

The report filters are accessible the same way as the Welcome page. You can also use the quick filters, on the left side of the screen. These quick filters will filter the data on modality type (from top to bottom: call, chat, email, autonomous dialer , direct, outbound, voicemail dialer and call me). These quick filters can be reset with the bottom icon in the list, or by expanding the filter tab.

Note: Quick Filters have been removed from version 8.1x and up to enhance performance

The third report after the welcome page is the contact report. It is designed to present the data from the (frequent) caller perspective.

Frequent callers are based on a parameter. A caller is classified as frequent caller as soon as the individual number/sip has surpassed the threshold number. By default this number is set on 10, but this can be changed by the user. To change the threshold, click the arrow icon in the frequent callers card. This will show a hidden slicer, data will be updated as soon as the user selects a different threshold. Erasing the slicer will automatically reset the threshold to the default value of 10.

For 8.1x or higher this feature was replaced to the filter panel on the right side of the report.

Frequent callers are grouped per skill in the first graph. The content will automatically change with the slicer. A second graph (donuts chart) shows the distribution between frequent an unique callers.

The contact report also offers insight on quality monitoring. Information on the distribution of Rated and Unrated and the values are provided to the user. In case of unrated calls (values presented as -1 in SQL data), the data is presented as ‘Not Rated’.

The report filters are accessible the same way as the Welcome page. You can also use the quick filters, on the left side of the screen. These quick filters will filter the data on modality type (from top to bottom: call, chat, email, autonomous dialer , direct, outbound, voicemail dialer and call me). These quick filters can be reset with the bottom icon in the list, or by expanding the filter tab.

Note: Quick Filters have been removed from version 8.1x and up to enhance performance

The skill report provides the user with the call data from a skill perspective, meaning that the data is grouped per skill. Data is split per action type, and is supplemented with SLA and average call times per skill. An addition in comparison with the other matrixes in other reports is the ‘Skill Changed’ column. The skill changed column shows the total volume of dialogue that changed to a different skill during the conversation.

The first time right percentage, presented as a card for the total over the selected data range and presented as line in the first chart, represents the total percentage of conversations that did not change skills during the duration of the conversation.

The report filters are accessible the same way as the Welcome page. You can also use the quick filters, on the left side of the screen. These quick filters will filter the data on modality type (from top to bottom: call, chat, email, autonomous dialer , direct, outbound, voice mail dialer and call me). These quick filters can be reset with the bottom icon in the list, or by expanding the filter tab.

Note: Quick Filters have been removed from version 8.1x and up to enhance performance

The agent report has different layout that the first reports. The right side of the report can be controlled with the default filters. It shows the user the performance per agent, with accepted and missed hunts, SLA and handle rate.

The “Agent Impact Top/Bottom 5” displays the performance and impact of the top/bottom 5 agents depending on the selected grouping. Selecting a different grouping will display visuals filled with information about that grouping. In case of multiple agents with the same value, the top or bottom 5 can exceed a number of 5 agents, as shown in the screenshot of the Agent Report. The user can group on:

• Hunt time: the average time agents have been hunted before picking up
• Accept rate: the ratio of accepted and missed hunts, this grouping considers the bottom 5 instead of the top 5
• Initial talk time: the average of initial talk time (the duration of the first conversation)
• Transfer rate: the rate of transferred conversations over total conversations.

The report filters are accessible the same way as the Welcome page.

The transferee report offers insights in the transferred dialogue within the UCC(s). The user can group the data to see the data from different perspectives. This way the report will provide the information the user needs without using more space.

To (re)group the data, use the provided buttons on the left side of the screen. Please use the drill-down function on the matrix to see the transferee, agent or contact. The groups are as followed:

• Agent / Transferee: Which Agent transferred to which transferee?
• Contact / Transferee: Which Contacts are transferred to which transferees?
• Transferee / Agent: Which transferee was transferred by which agent?
• Transferee / Contact: Which transferee was transferred which contact?

The matrix splits transfers in four types:

• Internal: The conversation was transferred within the same domain. Based on the sip address of the agent and initial transferee.
• External: The conversation was transferred to a phone number
• Other domain: The conversation was transferred to a sip address with a different domain than the agent.
• UCC transfer: the conversation was transferred to an UCC

Further more the report offers the user the possibility to filter on frequent transferees (contacts that have been transferred for more than the threshold number of times). To change the threshold, select a number in the “frequency” filter.

The reports also offers the transfer volume over time, split per transfer type. The date axis can be drilled down from Year, to Quarter, Month and Week number.

The status overview displays the Skype status. The matrix provides a deep dive possibility for the user. On first sight it will show the user the total time per status per UCC. When the user drills down on the data or expands to the next level, the data will group per agent in the UCC. The user is able to drill down/ expand even further to each unique date in the selected time range, and even the unique start times of the status change on a particular day.

Please note that because of the enormous amount of presence data, the query is restricted to only load one month

The matrix does not separate informal and formal by default. Please select the desired state with a filter.

The report provides quick overviews in the form of card, and graphs. The cards show the Top 1 value of any (basic) Skype status based on percentage of the total time. The graphs (donuts charts) show the distribution of the total time. The bubble chart shows total duration of the status, grouped per day, in seconds. This chart can be drilled down to hour of the day, to see the status distribution over the course of the week.

The dialogue overview report was designed to recreated the call overview report of SSRS. By default it shows the user the top 100 calls/chats based on end time of the dialogue. This can be changed in the filter panel. It shows the user the details of the dialogue, such as the action type, start time and the hold time. It enables the user to download call recordings, by clicking the link icon in the second column of the matrix. If there is no link icon, the call does not have a recording linked to it.

The last report included in the Anywhere365 Power BI Template focuses on call classifications. It displays the classification rate (the ratio of classified calls over the total calls); the distributions on classifications per UCC and the distribution of all first level classifications.

Please note that due to limitations this report only focuses on the first level of classifications in the visuals, the matrix handles classifications up until classification level 5.