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Version: 1.1

Data Model Overview

The CCBI data model contains all data that was integrated from Webex Contact Center and Webex Calling APIs. Every API feed is stored within a corresponding table, and everything is linked to an extensive star schema within Power BI, called the semantic model.

Fact tables contain the data of the data model. From the Contact Center, Contact data (customer session) and Task Activity data (task leg) is used to measure all task related details and Agent Activity data (agent state events) is used to measure agent state durations and events. From the Calling solution, Call Detail Records (CDR) are used to measure incoming and outgoing calls from any user.

Data model

Dimensions are used to filter data within the fact tables and to group this data for any field of the dimension table. Dimensions about configuration objects are loaded from the "List Configuration"-APIs and are kept all time, even if they get deleted within the source system (they get the suffix "deleted" within the name in this case). All other dimensions are generated from the content of the fact tables. All those "fact dimensions" are limited to show values of the last 90 days. Older values, that are not part of the dimension list anymore will fall under the "blank category".

Some dimensions are on top of other dimensions and do not directly filter data from the fact tables. USER LOCATION and USER GROUP are used to filter the users in a first step and the USER dimension then filters the data within the facts. This has an impact on the data that is filtered within facts, if the assignment of a user changes (what is not the case for dimensions directly connected with the facts).

There are two out of the box Security Roles available within the Power BI workspace to be assigned to the Power BI users:

  • "MY OWN" filters the USER dimension with the current user that is logged in to Power BI and the USER dimension then filters the data within all fact tables.
  • "USER PROFILE" filters the TEAM and ENTRY POINT dimension for all permitted objects of the current user that is logged in to Power BI and the TEAM/ENTRY POINT dimension then filters the data within all fact tables of the contact center.