Reporting and Analytics

• Further data from any source and department can be integrated and operated by the customer or by Bucher + Suter in the CCBI data model.
• b+s CCBI is available as a stand-alone solution or as an add-on to b+s Reporting (call-by-call database server). The cloud solution, Power BI Gateway is installed on a server with an internet connection and delivers the data from the customer’s b+s Reporting to the Power BI data model in the Microsoft Azure Cloud.
• Depending on the customer’s Microsoft licensing, the update schedule is defined, and a dedicated cloud instance is used if necessary.

• Focus checkbox for easy differentiation of service level relevant objects.
• Freely definable short call threshold.
• Skill group and precision queue consolidation.
• Display of data availability across all data sources.
• Organizational groupings (BU/OU) facilitate segmentation of rights.
• Data-independent date and time calendar for selecting and displaying data.
• Retention of all configured objects, even if they have been deleted in the CCE.

• All common contact center KPIs.
• Purpose-built interactions between all charts in report templates.
• Language dimension allows analysis of demand and existing language skills.
• Location parameters for agents allow geographic analysis.
• Primary queue reporting.
• Originator (ANI) dimension and filter also allow recaller reporting.
• Service level scenarios in 10 steps from 10 seconds to 20 minutes.
• Inclusion of agent and department utilization.
• Evaluation of wrap-up classification across all tasks and direct calls
• Transfer reporting to the origin and destination
• Comparison of key KPIs to previous month, previous quarter and same period last year

Data models and report templates are published in the customer’s workspace. User segmentation of the data is done in advance, based on predefined roles and “row level security”. Assigning roles allows easy management of access rights for the different users within a workspace.

Demarcations

The licensing of Power BI is the responsibility of the customer and not part of the solution. Capacities and limitations are largely dependent on this and can also be increased incrementally. The responsibility for publishing the data in the Azure Cloud and managing the access rights for the users lies entirely with the customer. This also includes compliance with country-specific data protection regulations.

Limitations

In the b+s CCBI data model, not all data of the reporting database is available (redundancies as partly not useful). Which measures are included with which release can be found in the specification of the data model.