Release Notes
What's new
- Data model updates including:
- Data for consultations, conferences and transfers
- Consulted destinations as new dimensions
- Agent event detail data for not ready time instead of aggregated data
- Not ready reason codes and categories as a new dimension
- Measure updates including:
- New format on all hh:mm:ss measures (working for charts)
- New consult measures
- New agent comparison KPIs to be able to compare a single agent with a selected group of agents
- New ready FTE measures
- Not ready time taken from event data
- Service Level calculation changed to count classic RONA with negative impact (same as within CUIC)
- Report updates including:
- New Consultations report
- New role based reports for CC Managers, Supervisors, Team leaders and data analysts
- New modern report design (new color palette, filter placement, contrasts and visual layout)
- and many other little improvements
Compatibility
Cisco Contact Center Software
- Cisco Unified Contact Center Enterprise (UCCE) version 12.0, 12.5 and 12.6
- Cisco Packaged Contact Center Enterprise (PCCE) version 12.0, 12.5 and 12.6
3rd Party Software
- 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 5.2
Important notes
None
New Features
This section lists new features or functionality for this version.
CCBI-86 - Calculate Service Level from "Offered" to include classic RONA with negative impact
Requirements: Service Level calculation should be the same way as within the CUIC reports, where the classic RONA has a negative impact.
Solution Abstract: Right now, the Service Level is calculated from the TotalCompleted volume, where the classic RONA call legs are ignored. The formula for SL should take the Offered volume to include all calls. The same new formula has to be adapted within the SL scenarios and the comparison measures as well.
Limitation: None
CCBI-82 - Removing Identity on CCBI Dimensions
Requirements: To simplify the dimension configuration process, we should remove the identity for the IDs of all CCBI Dimension tables.
Solution Abstract: Right now, Ids are applied with the SQL server identity feature automatically, starting at number 1. To be able to assign the objects within the system, an extra step is required to get the Ids first and then to handout to customers. Removing the identity allows to specify the Ids by the customers itself.
Limitation: This change will be part of the installer for new installations only. To remove the identity for existing systems, an extra script is available at DEV.
CCBI-81 - Create new Measures about ready FTEs
Requirements: There should also be measures for ready FTE to track them on a daily base
Solution Abstract: Create Total Ready FTE for 8 h, 8,4 h and 8,5 h per day
Limitation: None
CCBI-77 - New hh:mm:ss format, also working for visuals
Change all values in hh:mm:ss format with new DAX function and 00:00:00 format.
This supports also negative values and can be used within charts as well.
CCBI-76 - New design study for reports
Requirements: We should involve some other people to work on a new and fresh design for our reports and then decide on those changes.
Solution Abstract: Involve our Marketing departement to create some examples. Train them on how to work with Power BI in the web.
Limitation: None
CCBI-75 - Split existing report into role based reports
Requirements: There should be pre-defined reports for different roles like Supervisor, Teamleader, Agents, Data Analyst, etc. with corresponding filter settings instead of having a single report.
Solution Abstract: We should offer and upload separated reports for different roles. Those reports should only contain the tabs that are relevant for these roles. Before doing this, we might investigate on a new design as well.
Limitation: None
CCBI-67 - Add consultation reporting
Add an extra fact data integration of all consultation calls from contact history. Include consult, conference and transfer ChildType to have the complete number but exclude 'not dialed' consultations.
Join fact inbound handled data with fact consultations on ParentRecoveryKey.
Create measures about the Consultations count, rate, etc.
Add Consultation target dimensions as for transfers.
Add Consultation Target report including the treatment value (Answered and Unanswered)
CCBI-66 - Format Month and Date as number for Excel export
Requirements: To be able to work with year, month and day data within Excel exports, the fields Month and Day should also be in number format and not in text format.
Solution Abstract: Change the format of the fields Month and Day to Whole number format and select Don't summarize.
Limitation: None
CCBI-64 - Take transfer targets from cth
Requirements: From Reporting database version 5.2, transfer targets are part of t_calltype_handled_detail and should be taken from there.
Solution Abstract: Remove the subquery to acd- and mr history tables within the helper view and take transfer targets from cth directly (BREP-539).
Limitation: None
CCBI-63 - Add Agent Comparison KPIs
Create Measure Group "ALL Agents Comparison" and add the most important agent measures and KPIs with a filter context of all agents.
Example: Answered ALL Agents = CALCULATE([Answered], ALL(AGENT[Agent Name]))
This filters the number of answered calls accross all selected agents.
Add new Agent Performance Comparison Reports.
CCBI-46 - Including Agent_Event_Detail data instead of aggregated data
To be able to report on individual reason codes, aggregated data based on reason categories should be replaced with event data. This would still allow to use the configured categories (if available) but also to provide details for each reason code.
ReasonCodes and ReasonCodeCategories should be available as proper Dimensions instead of fixed fields that need to be renamed on every system all the time.
This change needs a replacement of the existing reports where the reason codes are used.
Bug Fixes
None