Release Notes
What's new
- Data model updates including:
- New agent unhandled data
- Originator dimension including direct calls
- New wrapup data dimension
- New Dimensions for transfer sources & targets
- New measures including:
- Unhandled tasks
- Comparison with last year, last quarter and last month
- New visuals from market place
- New Help within all reports (linking CCBI webdoc)
- New reports including:
- Customer Journey preview
- Performance Grid
- Last Year Comparison
- All Originators Report incl. DN In/Out
- Wrapup classification Report
- Updated Agent Overview
- Top Agents & Bottom Agents Reports
- Transfer Sources Report
- Transfer Destinations Report
- Full web documentation about data sources and dimensions
Compatibility
Cisco Contact Center Software
- Cisco Unified Contact Center Enterprise (UCCE) version 11.0, 11.5, 11.6, 12.0, 12.5 and 12.6
- Cisco Packaged Contact Center Enterprise (PCCE) version 11.0, 11.5, 11.6, 12.0, 12.5 and 12.6
3rd Party Software
- Microsoft SQL Server 2012 Standard Edition 64bit
- Microsoft SQL Server 2014 Standard Edition 64bit
- Microsoft SQL Server 2016 Standard Edition 64bit
- Microsoft SQL Server 2017 Standard Edition 64bit
- Microsoft SQL Server 2019 Standard Edition 64bit
b+s Software
- b+s Reports for CUIC – Reporting Interface 4.1
- b+s Reports for CUIC – Reporting Interface 5.1
Important notes
None
New Features
This section lists new features or functionality for this version.
CCBI-57 - Customer Journey Sankey Chart (preview)
There should be a sankey chart available in CCBI to display the routing and volumes within the Contact Center, all the way from the entry point to the point, where the journey ends.
Something similar is also available within Analyzer for WxCC.
CCBI-56 - Create variance analyses to compare measures
Create measures for the most important KPIs for the same period of last year, last quarter and last month.
Create reports to compare last year and this year of those KPIs (Inbound and Agent KPIs) using the free version of the Zebra visuals.
Read this article https://zebrabi.com/power-bi-for-business-analysts/
and try to find the best visualization with free visuals.
The 4 questions you should ask yourself for any dashboard or report page:
- Is my performance good or bad?
- How good / how bad?
- Why is my performance as it is?
- What are we going to do about it?
https://zebrabi.com/power-bi-dashboard-design/
CCBI-55 - Agent top and bottom reports
Requirements: The Agent Overview should display the overall agent KPI distribution and then there should be separate reports, showing the top and bottom ranking of each KPI
Solution Abstract: Create top and bottom agent views to display the ranking. Modify the existing Agent Overview to display the distribution and relations.
Limitation: None
CCBI-54 - Add Help within reports by linking web documentation
Requirements: It should be possible to access the web documentation directly from the reports
Solution Abstract: Add help buttons at several places and link the CCBI web doc main page. Also add links to specific topics of the web doc if this could be helpful.
Limitation: None
CCBI-49 - Include the documentation picture about Dimensions into webdoc format
Requirements: The content of the actual Dimension picture should be included in the webdoc.
Solution Abstract: Create a new way of documentation with a better approach to update the individual content.
Limitation: None
CCBI-48 - Include Data source specification into web doc
Requirements: The separate Excel sheet to explain the data from the reporting database should be included within the web doc.
Solution Abstract: Document the complete data source of CCBI within the existing chapter in English only. We can keep the German translation as a handout for customers that are requesting it.
Limitation: Available in English only.
CCBI-28 - Add RONA, AbandAtAgent and AgentError data into data model and reports
Requirements: RONA and AbandAtAgent data should be available in the CCBI data model.
Solution Abstract: Additional data extract needs to be implemented in the Reporting database (BREP-491) and included into the CCBI data model. RONA should be included into several reports.
Limitation: None
CCBI-20 - Add Transfer flow reporting
- Include Source / Target on existing records --> implement source against FACT_INBOUND and destination against FACT_INBOUND_HANDLED
- Add measures for the destination handling
- Create Transfer flow chart reports (one to measure transfer destination, one to measure transfer source)
CCBI-18 - Add best visuals from marketplace
Investigate improvements on visuals (free ones only!). The following visuals are included:
- Sankey chart added for Customer Journey and Transfer Source & Destination Reports
- Hierarchy Slicer added for Agent Team within Agent Reports (to be used in Focus mode)
- Text Filter (Search box) added for Agent Name within Agent Reports
- KPI Donut Chart added for Service Level with conditional formating
- Scroller added to display additional information text on small space
- Zebra BI Tables to compare values
CCBI-17 - Add wrapup classification
- Add wrapup classification dimension out of fact data (inbound and direct calls) into the data model.
- Add classification report
CCBI-7 - Add an originator report with focus of inbound and direct calls
Requirements: Add a report with the extended originator filter for direct calls and the visuals to analyse a single originator on all areas.
Solution Abstract: Create a new report version out of the originator and recaller report, including an overview for the originator within direct calls as well.
Limitation: None
CCBI-6 - Add Agent Direct Calls to the Originator Dimension
Requirements: The originator dimension should not just filter data from incoming tasks, it should also filter incoming and outgoing direct calls.
Solution Abstract: The dimension "Originator" should be populated from FACT_AGENT_DIRECT_CALLS as well. The ANI should be used for incoming calls and DigitsDialed for outgoing calls.
Limitation: None
Bug Fixes
None