Data Analyst
The report of the data analyst uses a separate dataset containing all detail data fields but only with historical data for the last 100 days. The report contains all pages that are also available within the following reports:
except the longterm and last year comparison pages because of the data reduction.
Next to this, the data analyst has some more reports to investigate the data by customer or calling details and to test the dynamic row level security.
Inbound Contacts by Customer
This report displays all your offered inbound contacts based on the customer's phone number or email address. It gives you the possibility to see the history and treatment by the originators and the contact details as well.
Active Inbound Contacts by Customer
This report displays all your active inbound contacts based on the customer's phone number or email address. Compared to the Real Time reports which only includes active tasks that entered the system in the last 24 hours, this report has no historical limit to track on active tasks.
This report has a page filter: "IsActive is 1" to filter active contacts only
Outbound Contacts by Customer
This report displays outbound calls related to a campaign where a dialler, the IVR or the agent in preview mode of a campaign is calling out. It shows the outbound contacts based on the customer's phone number and gives you the possibility to see the history and treatment by the destination and the contact details as well.
Outdial Calls by Customer
This report displays all your outgoing calls from your agents based on the customer's phone number. It gives you the possibility to see the history, treatment and KPIs by the called party and the call details as well.
Agent State Details
This report contains agent state detail data for every agent, channel and agent state change for investigation purposes.
The detail table at the bottom holds the facts and details for every channel.
The table in the middle contains the measures on ChannelType level, where multiple channels per channel type are consolidated.
The table on top contains the measures on Agent level, where all channel types are consolidated.
Variables
This report can be used to see the Global Variable mapping to the VARIABLE 11-20 dimensions. It also displays the content of 3 assigned variable dimensions and how they filter and group the task data.
Dynamic Row Level Security (RLS)
This report can be used to test which facts are filtered and available for the selected reporting users if they have one of the security roles "MY OWN" or "USER PROFILE" assigned within the Power BI workspace.
Simply select one user email in the yellow or orange box on top and verify the displayed results in the fact tables.
