Overview

The main data source is call by call data and agent aggregated data from the b+s Reports for CUIC "Reporting Interface". For this BI solution, dimensions are loaded and updated separately from the Cisco system and objects will be kept all time, even if they are deleted in the Cisco system. Only agent to team assignments will change or disappear accordingly.

The whole data source is implemented in a separate database "PBI" using specific views for the solution with Power BI where also data accessibility and segregation can be regulated.

Having the CCBI Dimensions configured and the Cisco Dimensions assigned will result into the following CCBI Data Model:

Dimensions are used to filter data within the fact tables. Please note that a filter on Queue, Agent, Agent Team or Location will filter handled inbound tasks only (next to agent state duration and direct calls) but will not contain unhandled inbound tasks. This is because the dimensions on the right-hand side (Queue, Agent, Agent Team and Location) do not exist for unhandled tasks. Using the Business Unit and Org Unit dimensions as a filter solves this issue and includes all data, including unhandled tasks.