Creating SAP Contact Center custom reports in Report Builder

[Former Member]

Introduction

In my last blog post "How to start with SAP Contact Center custom reports" I wrote about how to start creating custom reports with more advanced Business Intelligence Development Studio (BIDS) tool. However reporting website installation also includes Report Builder 3.0 (RB3), which is easy to use tool for SAP Contact Center "CCtr" (AKA BCM) managers/supervisors to create some simple reports or edit standard reports.

To set it up, you need to ask rights to use RB3 from your system administrator and this will enable "Report Builder" button on reporting website for your user.

Note: As BIDS and RB3 reporting building part is quite similar, I have copied some of the information from "How to start with SAP Contact Center custom reports" post to make this a complete guide.

Creating reports

Before you create a report you need to know where your data should be.

VWU database (uses WDU SQL data source) – includes raw data to make calculations to OLAP database. There are lists about queues, users, IVR-s etc. and information about every call, e-mail, chat etc..  Such as who answered the call, in which queue, what time.  You can query data from VWU with a standard Microsoft SQL query.

OLAP database (uses WDU 2005 OLAP data source) - includes already calculated statistics.  For instance, in the Service queue there was 110 calls on 08/30.  Agent Michael Woods answered 110 calls in August. You can query data from OLAP database with an MDX query but I recommend you use query designer with the option of drag and drop.

To create a new report, start Report Builder 3.0 from your reporting website.



The wizard starts and you then choose what kind of report you want to create.



On the next page choose Create a dataset



OLAP report

On the next page Browse for your standard reports folder and choose WDU 2005 OLAP data source to create a report based on OLAP data.



It will then open up a Query Builder.



Choose one cube to query data from.

CubCSSAgents— includes calculated statistics from Agent perspective. Such as agent Michael Woods answered 500 calls in this week.

CubCSSContacts— includes calculated statistics from Contact perspective. Such as there were 300 calls with Service skill 5 in Service queue last week and Michael woods answered 147 of these calls.

CubCSSQueues— includes calculated statistics from Queue perspective. Such as average agent serving count last month in Service queue was 5.

Metadata windows will show you the contents of the cube. Measures include statistical data like Count of handled and answered calls.  Dimensions (little arrows and yellow cube) include informative data like agent name, team name, days, month.  Expand these items and you will see more detailed data.



From Metadata drag and drop data items to right top window and click on these ticks in Parameters column to create report parameters. You can then use the parameters to sort statistics in your report. For example you can sort data by day and agent name etc. This example picture includes Agent Name and Day as parameters, so you can filter your data in your report by day and agent name.



Drag and drop data items to the right bottom window that you want to see in your report.  Select items such as your agent name, handled call count, etc. This example picture includes Agent Name and Count of Allocated Call In data items, so in your report you will see agent name and how many call ins were allocated to that agent.



After you have chosen your desired data items you need to arrange the fields for your report.  Items that measure data usually go to the Values section. As Agent Name is in Row groups, every row will include agent name and allocated calls count to that agent.



Next choose the layout for your report and the color style and the report is ready.

You can run your report to see how your new report looks like and save it to your reporting website.




VWU report

Start Report Builder and Browse for WDU SQL data source to create report based on VWU data.



A different query designer will open. On the right pane you can see all the database tables and columns and you can select columns to be included in your report. This designer automatically detects relationships between tables, so you can pick agent name column from one table and statistics column from another and RB3 will connect this data automatically. Before you continue with your report building, you can Run Query to see a result of your query.

This example picture includes Agent Name from DimAgent table and Countof Handled Contacts from FactCEMContacts table, so in your report you will be see Agent name and how many contacts have this agent handled.



Click that yellow/blue button to add a filter and then add tick to Parameter column to create parameter to your report.



This parameters enables the possibility to insert agent name from your report and only data for that agent will be shown.



If you only add a filter, then your report will show only filtered data and you can't select more data.



After that you need to arrange fields, choose the layout and style and your report is ready. As Agent Name is in Row groups, every row will include agent name and sum of allocated contacts to that agent.



 

Editing standard report – Volume 7 – Contact Log

By default free last numbers for Source and Destination is hidden and it is possible to remove them.

Choose Edit in Report Builder for Volume 7 – Contact Log.



The report will be opened in Report Builder.  Hover your mouse over the columns next to [EndTime] to activate that little icon and click on it.



A menu will pop up and you choose Source.  The next column from Source is Destination.