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Version: 1.6

Release Notes

What's new​

Contact Center

  • Flags for the major fields were added to the data source and the measures simplified by using these flags
  • Contact reporting was expanded with AHT and AWT measures and moved to separate measure group
  • Additional "Extended Reachability" measures where "Forwarded" is included next to "Answered"
  • Real Time report updates: New "Current Agent States" and "Agents per Queue" (queue routing only) reports (EA)
  • New "Callbacks" report including all types of callbacks
  • New "Agent Not Responding" report showing all reason types per agent in detail
  • New "Queue Assignment" report showing the team member and queue assignment configuration

System

  • Data export service add-on GA
  • Agent state real time integration (AAR) from Search API
  • The newest CDR fields incl. the Unified Interaction ID were added into the data load
  • Some other little improvements and buxfixes

Important notes​

None

New Features​

This section lists new features or functionality for this version.

#398 - Remove rate limit checks in real time data staging​


#392 - Improve fact load procedures for initial load​


#391 - Update measures using the new major flags​


#388 - Set empty endTime to 0 instead of -1 to display unix timestamp 0​


#387 - Convert unix time to datetime2 and export data in datetime2 format​


#381 - Add all fields from the file export service into the CCBI data source​


#380 - Real Time update with agent states​

GOAL: We should enhance the existing real time report with agent states

PROBLEM: Today we see the active tasks but not how many agents are available to take them.

SOLUTION:

  • Use the new AAR real time data and update the existing RT dataset.
  • Use the relationship table to count agent states by queue.
  • Create an agent state count and an agent state detail report.

#379 - Create agent-team-queue relationship report​

GOAL: Customers would like to see the current configuration of the agent to team and team to queue relationships.

PROBLEM: We do extract the relationship data but we do not use it in the semantic model today.

SOLUTION: Create a new report that contains the slicers for agents, teams and queues and shows the team members and queue assignments in separate tables that are filtering each other by the team.


#378 - Clean up CLR code​


#377 - Agent RONA with different reasons​

GOAL: We should only count RONA timer expired as Agent RONA but also offer all other reasons for not answering calls.

PROBLEM: We currently count all reasons of "not-responding" as Agent RONA, including busy settings of Microsoft Teams.

SOLUTION: We treat the following reasons with currentState = 'not-responding' as Agent RONA:

AGENT_UNAVAILABLE INVALID_NUMBER NO_ANSWER_FROM_AGENT NO_ANSWER_USER RONA_TIMER_EXPIRED USER_BUSY USER_UNAVAILABLE MEDIA_PROVIDER_RONA_ERROR

We should only use the reason "RONA_TIMER_EXPIRED" for Agent RONA and adding a total not-responding and a detail measure for every reason (combine similar reasons).

Don't include events with direction is null because those taskIds do not exist in TaskDetails!

We can't rename Agent RONA to Agent NR - RONA because Power BI identifies fields in reports by their original name rather than a unique ID

Create a new "Agent Not Responding" report for the Supervisor to show this detail


#376 - Create extended Reachability measures including "Forwarded" counting​

GOAL: There should be a reachability calculated from the answered and forwarded counting

PROBLEM: Some customers would like to count forwarding tasks into the reachability, what is not possible today.

SOLUTION: Create additional measures "Extended Reachability (%)" in normal, neg. and pos. impact. LY and YOY values:

  • Extended Reachability (%)
  • Extended Reachability LY (%)
  • Extended Reachability YOY (%)
  • Extended Reachability neg. (%)
  • Extended Reachability neg. LY (%)
  • Extended Reachability neg. YOY (%)
  • Extended Reachability pos. (%)
  • Extended Reachability pos. LY (%)
  • Extended Reachability pos. YOY (%)

#363 - Expand Contact Reporting​

GOAL: We should have the most important KPIs on Contact level as well

PROBLEM: We have the most KPIs only on task level but it can make sense to also have some of them on contact level. It's also not clear today that some counters are coming from contact level only.

SOLUTION: We should create a separate measure group "Inbound Contacts" and move all existing contact measures into this group. Don't forget to move recording, monitoring, callback measures as well (check source table).

Add contact handling and wait measures (talk, hold, wrapup, handle, wait) incl. averages.


#354 - CCBI data export service add-on​


#346 - Redesign table scripts with keys and constraints​


#323 - Callback Report​

Description: We have the data but we do not have a specific report to measure callbacks.

Requirements: We should have a similar callback report as available in Analyzer based on CSR data.

Proposed solution:

  • Include all new fields of taskDetails API including personalCallBackAgentName.
  • Create a new and specific Callback Report with some new measures if needed (similar to the existing Courtesy Callback report).
  • Review the new schedule feature and verify, if this kind of callbacks also show up in the existing callback fields

#286 - Add new CDR fields​


#223 - Integrate AAR real time from agentSession​


Bug Fixes​

This section lists bug fixes for this version.

#394 - AgentActivities data has incomplete records​

GOAL: AgentActivities data should not have incomplete events if they were completed

PROBLEM: The AgentActivities REST API changed since February 2026 and delivers active events since then. Before, the API only deliverd completed events. The data load contains many incomplete events because we do not update those events in the ETL process.

SOLUTION: Load data into staging also based on endTime (when events are not active anymore)