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Version: 2.1

Release Notes

What's new​

  • System updates including:
    • Multiple time zone support
    • Dimension configuration file import/export
  • Data Model updates including:
    • New Agent and Call Type Group dimensions
    • Custom dimensions from variables & configuration
    • Custom external link from variable & configuration
    • Business Unit dimensions for consult/transfer
    • Additional ISO week and month-year fields within date dimension
  • Report updates including:
    • New Call Details report
    • Dimension export report

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-106 - Add "CallType Group" as a new CCBI Dimension to select calltypes​

We should add a new dimension called "CallType Group" where we configure the assignment of the calltypes in CCBI independent from the BU and OU grouping.

CCBI-99 - Add "Agent Group" as a new CCBI Dimension to select agents​

Agent Teams as present in Cisco configuration are not stable and just an actual configuration snapshot. They can't be used for historical reportings. If we need to select a group of agents and only the calls they answered, we can't use the OU for the call separation.

We should add a new dimension called "Agent Group" where we configure the assignment of the agents in CCBI in a stable way and where agents won't disappear.

CCBI-97 - Add weeknumber in ISO 8601 format​

Requirements: We have to provide the week number in the European style as well.

Solution Abstract: Add the format for the week number in the European style (DAX = 21, ISO 8610) as a new field. This has to be included in the new DIM_DATE table. Customers have to choose the field that they want.

Limitation: None

CCBI-93 - Add BusinessUnit as source/destination dimension for consult/transfer reports​

Requirements: Add BusinessUnit as source/destination dimension for consult/transfer reports

Solution Abstract: Create the following dimension tables:

  • TR Consulted BUSINESS UNIT
  • TR Destination BUSINESS UNIT
  • TR Source BUSINESS UNIT

with their relationships to the fact tables. This will allow to filter and group consult/transfer data based on BUs.

Limitation: None

CCBI-91 - Create Dimension Export report​

Requirements: It should be possible to verify and export the CCBI Dimension configuration with a report in Power BI.

Solution Abstract: Create a report that covers the dimension tables and the relationship of the assigned values. There should be a report to verify the configuration (CCBI dimension views) and a report to export the tables into a csv file (CCBI dimension tables).

Limitation: None

CCBI-90 - Add Month Year to the calendar table​

Requirements: There should be columns with Month (Name) and Year combinations available in the calendar table.

Solution Abstract: Add two new columns Month Year (3-2022) and Month Name Year (Jan 2022) with proper sort order into DATE Dimension. Replace Month Name within Report templates with Month Year to have a proper sort order.

Limitation: None

CCBI-83 - Create automated file import and export for CCBI configuration​

Requirements: It should be possible to import and replace the CCBI configuration from CSV files.

Solution Abstract: There should be pre-defined CSV files that can be copied into a pre-defined space (sftp/directory) where they get automatically loaded into the system. It should also be possible to get the CSV files of the current configuration.

Limitation: None

CCBI-52 - Add custom external link populated out of CPV & ECCV​

  • Add LINK field for one variable into FACT INBOUND using a custom function to query the variable and to create the complete URL. Add a sample in the function using a static URL.
  • Create a dummy function during the setup but do not modify it, if it exists already (this allows to customize the function)
  • Include the custom fields in the CCBI fact tables
  • Create a Call Detail report and use the fields as external links

CCBI-51 - Add custom dimensions populated out of CPV & ECCV​

This allows to have the content of variables of choice automatically available as custom dimensions in CCBI (same as for wrapup reasons).

  • Add configuration to join CPV & ECCV to custom dimensions VARIABLE1-3 in t_system_settings
  • Update the FACT views to select the available variables based on the configuration
  • Use a custom function to query the content from the variable to be flexible, if not the whole content of the variable is needed
  • Create a dummy function during the setup but do not modify it, if it exists already (this allows to customize the function)
  • Include the dimensions in the CCBI data model

CCBI-14 - Provide a solution to use CCBI for different time zones​

Create a time zone table and a time zone conversion table to convert all data based on the selected time zone dimension in the report filter.

Bug Fixes​

None