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Version: 1.1

Supported Features

Data integration​

The following systems are integrated in this release:

  • Webex Contact Center
  • Webex Calling
note

Licenses for the integrated systems are required to load data from there as well as the corresponding service subscriptions for CCBI.

Data Model​

The following data categories (measure groups) are included in this release:

  • Contact Center Inbound
  • Contact Center Outdial
  • Agent State Activity
  • Webex Calling (Incoming & Outgoing)
note

With this release, everything is integrated in the same semantic model. Unused measure groups, fact tables and dimensions could be hidden within the data model before publishing it to the customer's workspace.

Reporting Features​

  • Multiple time zone support
  • Dynamic row level security (RLS) for "my own" or based on "user profile"
  • Custom dimensions for up to 10 global variables
  • Idle code reporting
  • Wrapup code reporting
  • Customer dimension reporting
  • Last year comparison
  • Agent comparison
  • Intraday Reporting for Supervisor and User

Reports​

There are 30+ reports bundled and available for Managers, Supervisors, Users (Agents) and Data analysts in this release.

Refer to the section "Reports" to see the list of all available reports.