Overview
b+s CCBI is an on-site, cloud-based or hybrid business intelligence solution based on Microsoft Power BI for Cisco Contact Center Enterprise (CCE).
It provides processed data about the whole Contact Center ready to be used for any analyses including many pre-defined report templates. Additional Reports and Dashboards can be easily built by the customer, additional data from any data source can be integrated within the existing solution.
CCBI requires the b+s Reporting Interface and is available as an add-on for b+s Reports for CUIC or as a stand-alone solution.
Architecture – Azure Cloud
The main data source is call by call data and agent aggregated data from the b+s Reports for CUIC "Reporting Interface". The installation of the Reporting Interface must be done onto a separate SQL Database Server due to a Cisco requirement. It represents a complete data mart solution including a custom database "bs_Reporting", where all historical data is frequently loaded from the Cisco Contact Center Enterpise.
The data source for CCBI is implemented in a separate database "PBI" using specific views for the solution with Power BI and where also data accessibility and segregation can be regulated. Dimensions are loaded and updated separately from the Cisco system and objects will be kept permanently, even if they are deleted in the Cisco system (they are renamed with a "deleted" suffix). Only agent to team assignments will change or disappear accordingly.
For CCBI, all data needs to be loaded and processed into the Power BI Service using a local gateway. This will normally happen on a nightly base but could also be more frequent, based on the Power BI licensing.
The historical depth of data within CCBI depends on the data availability, its size and available MS PBI licenses. The reduction of available data is configurable without reducing the retention time of the physical data.
Architecture – OnPrem / Hosted in b+s Cloud
The data source and PBI database implementation remains the same. Instead of pushing the solution to the Power BI service in the Azure cloud, data gets pushed to the Power BI service, running on the OnPrem / Hosted Power BI Report Server.
This solution requires SQL Server Enterprise Edition and already covers the Power BI licenses for an unlimited number of users. At least one Power BI Pro license is required for the report designer and to publish the solution.