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Version: 2.2

Release Notes

What's new​

  • Data Model updates including:
    • Adding 2 more variables for custom dimensions
    • Visibility of "deleted" and "description" fields for dimensions
    • Adding geographic parameters for Location dimension
    • Adding KPI calculations for Availability and Service Level (CUIC parity)
    • Dynamic row level security (Power BI user configuration for 6 security roles)
  • Report updates including:
    • New user roles definition (combining Team Leader role in Supervisor role, new role for User)
    • Changing Date slicers from "relative" to "between" format
    • Agent Performance report for "User" role
    • Mobile layouts for Power BI mobile app
    • Row level security (RLS) user configuration report (part of Dimension Configuration report)
    • Security roles test report (Dynamic RLS)
  • System updates including:
    • System setting for "Short call trigger" (equal to registry key for CCE router)
    • RLS configuration template and CSV import/export functionality

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
  • Microsoft SQL Server 2022 Standard Edition 64bit

b+s Software​

  • b+s Reports for CUIC – Reporting Interface 5.2
  • b+s Reports for CUIC – Reporting Interface 5.3
  • b+s Reports for CUIC – Reporting Interface 5.4

Important notes​

None

New Features​

This section lists new features or functionality for this version.

CCBI-147 - Enable "search" on all slicers by default​

Requirements: The search box should be enabled for all slicers.

Solution Abstract: Enable the search functionality for all slicers.

Limitation: None


CCBI-145 - Changing the Date slicers from relative to between format​

Requirements: Date slicers should be configured as "between" to show the calendar.

Solution Abstract: Changing the style of all Date slicers to "between".

Limitation: None


CCBI-144 - Add Agent Performance Grid report for Supervisor​

Requirements: There should be a grid report available for Supervisor and Team Leader showing the agent performance for all selected agents individually.

Solution Abstract: Create a grid report instead of the Agent Performance dashboard where only the summary about all agents is displayed.

Limitation: None


CCBI-143 - Combine the Supervisor and Team Leader roles​

Requirements: Team Leader reports should be included in the Supervisor report and only Supervisor should exist as a role.

Solution Abstract: Use the same roles as for WxCC: Manager, Supervisor, User and Data analyst. Remove Team Leader role and add User, rename CC Manger to Manager.

Limitation: None


CCBI-142 - Add Agent Performance report for User role​

Requirements: There should be a report for Agents as well to see his own performance.

Solution Abstract: Create a report for the role User.

Limitation: None


CCBI-131 - Dynamic Row Level Security​


CCBI-129 - Add additional parameters including "Place" to Location​

Requirements: There should be a place field for the location to get the best result in Bing maps.

Solution Abstract: Add Region, State, City, PostalCode and Address to the Location dimension table and create a new field "Place" in the dimension view combining all location information. This is sent to Bing and can help to find the correct location.

Limitation: None


CCBI-126 - Create mobile layout​


CCBI-124 - Add security role "ALL"​

Requirements: There should be a security role available that allows to report all data. With such a role, no users need access to the golden workspace.

Solution Abstract: Create a new role "ALL" without any filter in all dataset files.

Limitation: None


CCBI-123 - Add measure "Reduced Availability %"​

Requirements: Reduced Availabilty should also be available in CCBI for CCE.

Solution Abstract: Add Reduced Availability as a new measure as well as Extended Availability, Service Level with pos. and neg. impact. All measures also as LM, LQ and LY comparison.

Limitation: None


CCBI-120 - Remove blank text in reports using rules for colour​


CCBI-116 - Add system setting for short call trigger​

Requirements: There should be a configuration property about where the short call calculation starts

Solution Abstract: Add a system setting "Short Call Trigger" with the following values: 1 = short call duration starting at system entry/start of leg (default), 2 = starting in queue/ringing at agent. Use the value in the inbound view as a rule for calculating the AbandonWaitTime.

Limitation: None


CCBI-115 - Enable visibility of certain Agent- and CallType dimension fields​

Requirements: The description fields and the deleted flag should be visible in dimensions.

Solution Abstract: Enable visibility for AGENT and CALLTYPE dimension

Limitation: None


CCBI-113 - Add more variables as custom dimensions​

Requirements: We should have at least 5 variables available as custom dimensions.

Solution Abstract: Add two more variables the same way as the existing ones.

Limitation: None

Bug Fixes​

CCBI-112 - Availability calculation differs from CUIC Reports​

Symptom: Availability is lower than the Availability in CUIC Reports

Conditions: Comparing the values between CCBI and CUIC contains some differences.

Workaround: None

Further Problem Description: The calculation in CCBI should also be done from the volume of Answered + Abandoned instead of the Total Completed. Availability (%) = DIVIDE([Answered] , [Answered] + [Abandoned] - [Abandoned before SLT] )