Page 38 - The Road to Digitalization of your Contact Center

Page 38 | Analytics with Microsoft Power BI Page 39 | Analytics with Microsoft Power BI

Limitations Demarcations Analytics Roles and permissions

In the b+s CCBI data model, not all data of the reporting data- The licensing of Power BI is the responsibility of the customer and • All common contact center KPIs. Data models and report templates are published in

base is available. Which measures are included with which re- not part of the solution. Capacities and limitations are largely • Purpose-built interactions between all charts in report the customer‘s workspace. User segmentation of the
lease can be found in the specification of the data model. dependent on this and can also be increased incrementally. The templates. data is done in advance based on predefined roles

responsibility for publishing the data in the Azure Cloud and • Language dimension allows analysis of demand and existing and “row level security”. Assigning roles allows easy
managing the access rights for the users lies entirely with the cus- language skills. management of access rights for the different users

tomer. This also includes compliance with country-specific data • Location parameters for agents allow geographic analysis. within a workspace.
protection regulations. • Primary queue reporting.
• Originator (ANI) dimension and filter also allow recaller

For more information, please visit our product page. reporting. Data integrations
• Service level scenarios in 10 steps from 10 seconds to 20

minutes. • Contact center inbound across all channels (voice,
• Inclusion of agent and department utilization. chat, email, tasks).

• Agent status times
• Direct calls
André Lucy will show you how this works
Andr é L uc y will sho w y ou ho w this w orks
in a video on YouTube.
in a video on Y ou T ube .

Klaus Thaler, Head of Customer Excellence

Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021 Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021