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Version: 1.2

Release Notes

What's new​

Data Model

  • Separation of Webex Contact Center and Webex Calling data sets

Reporting Features

  • Intraday Reporting for Agents
  • PhoneNumber categorization and localization (mapping table) for Calling
  • Data and service monitoring reporting

Reports

  • Separation of Webex Contact Center and Webex Calling reports

Important notes​

None

New Features​

This section lists new features or functionality for this version.

WXR-226 - Undelete dimensions if they are present again and got the deleted flag by mistake

Requirements: If some objects are not part of the staging tables anymore for whatever reason, they get flagged as deleted. If they are included in the staging tables again at a later time, the deleted flag should be removed again.

Solution Abstract: Add an undelete section in every load dimension procedure.

Limitation: None


WXR-217 - Add Place as a merged location info to all location dimensions

Requirements: We should create a location field of type "Place" including all available localization information.

Solution Abstract: Add the same localization fields to all b+s location tables and create a new field "Place" in the dimension views combining all location infos. This is sent to Bing and can help to find the correct location.

Limitation: None


WXR-212 - Create a Datamart Monitoring Report in Power BI

Requirements: There should be a report available in Power BI where every customer can see the Service Level Indicators (SLI) about how the CCBI service performed during the last 30 days and how the subscription was used.

Solution Abstract: Create a new report with a separate dataset that provides the following SLIs:

  • data availability
  • data freshness
  • service availability
  • service consumption

Limitation: None


WXR-205 - Verify the length all varchar fields

Requirements: Check all varchar fields and verify if the length is adequate. Trim all data to the length of our field definition during inserts and updates.

Solution Abstract: Expand fields to varchar 100 if it makes sense. Use LEFT with the field length on all varchar fields with undefined length on inserts and updates.

Limitation: None


WXR-203 - Add a general number mapping table for calling and called numbers (Calling CDR)

Requirements: There should be a mapping table available in the product that can be used to insert numbers and values like name, organisational and location parameters to be used as a dimension and filter for calling and called numbers of the CDR records.

Solution Abstract: Add a table similar as already implemented as a mockup for a customer. Use this table as a new general dimension in Power BI to join CallingNumber, OriginCallingNumber, CalledNumber and OriginCalledNumber.

Limitation: None


WXR-202 - Calling CDR: Add OriginNumber field to filter data based on this number

Requirements: There should be the calling number available for all legs that initiated the call.

Solution Abstract: Add the origin number that initiated a call and keep it for the same correlation.

Limitation: None


WXR-201 - Create User friendly, user related and non-technical reporting for Calling


WXR-198 - Add security role "DEPARTMENT"

Requirements: Next to "my own" and "user profile" we should also have the department as an additional security role for RLS in Power BI reports.

Solution Abstract: Add a new department dimension and use the department as the criteria for a new security role.

Limitation: None


WXR-183 - Add additional fields from People API into User Dimension

Requirements: Department, Title, City, Adress, Postal code, Region (State) and Country as configured in Webex Control Hub should be available for all users in the USER dimension.

Solution Abstract: Add those fields from stage_calling_People table into table and view dim_User. Update dim_User from both sources (WxCC and WxCalling) to get all data combined.

Limitation: None


WXR-181 - Create "Calling only" Dataset and Reports


WXR-176 - Add new fields from search API

Requirements: Add all new fields from the APIs in the semantic model

Solution Abstract: Add the following fields in the datamart, data model of Power BI and the "All fields" reports:

taskDetails:

  • autoCsat
  • totalBnrDuration
  • outdialType
  • ivrScriptTagName
  • ivrScriptTagId
  • outdialConsultCount
  • bargedInDuration
  • bargedInCount
  • bargedInFailedCount
  • cpaStatus
  • monitorFullName

taskLegDetails:

  • ivrScriptTagId
  • ivrScriptTagName
  • monitorFullName
  • bargedInDuration
  • bargedInCount
  • bargedInFailedCount
  • interQueueBlindTransferCount
  • interQueueConsultTransferCount
  • consultSuccessCount
  • conferenceSuccessCount
  • blindTransferToAgentCount

agentSession:

  • totalReservationTime
  • reservationCount

Limitation: None


WXR-96 - System Monitoring

Bug Fixes​

This section lists bug fixes for this version.

WXR-228 - Remove deleted objects from member tables

Symptom: View vDIM_USER creates an error because the subquery to get the user location contains multiple rows.

Conditions: If a location is deleted in the Webex control hub, there is no update for the lastModified field in the Group API and as a result, the user is not removed from the group member table. The same applies to the team member and queue assignment table.

Workaround: None

Further Problem Description: None


WXR-227 - Missing calling users if phones other than "work" are configured

Symptom: Calling users are missing in CCBI but available in people API.

Conditions: If users have just the extension without a phone number configured in control hub, they are excluded from the people staging.

Workaround: Configure a phone number as well.

Further Problem Description: None


WXR-204 - Username is not displayed if firstname or lastname is missing

Symptom: If a user only has the firstname or the lastname configured, the username is blank.

Conditions: If you configure only the lastname of a user in the Webex Control Hub then you will only see the lastname of this user and the username is blank.

Workaround: Also configure the firstname

Further Problem Description: None


WXR-199 - RingDuration is wrong in DetailedCallHistory

Symptom: The RingDuration in the CDR export is not correct and the same as the Duration.

Conditions: This applies to all CDR data.

Workaround: None

Further Problem Description: The Duration is used for the RingDuration as well.