What is Power BI?
Power BI is a data analytic tool created by Microsoft. It’s commonly used to visualize business data in reports and dashboards. It can integrate seamlessly with many popular services and databases. You can even push your own data to Power BI to create a powerful collection of all your business data.
Overview of the integration
Before you can start using Power BI, you need two things: The first is access to our statistics which is a part of CC Pro. The second is access to the Free or Pro version of Power BI, which you can get at their website. You might need to have your IT administrator activate Power BI for your Microsoft account.
Our integration allows you to visualize your company’s call statistics in custom graphs, charts, lists and so on. The integration contains a variety of different data, which we will go into depth with later in this documentation.
Currently, the PBX sends new data to Power BI every 30 minutes. This may change.
Who is it for?
Power BI is for the advanced user who wants a great deal of control over how and what data is displayed. It requires the end user to configure their own reports and dashboards, your provider can only provide guidance in setting up the integration.
The integration can also be used for people who need a regular overview of their data since our integration sends data to Power BI every 30 minutes, so after the initial setup, it is very low maintenance.
We recommend checking out our statistics in the web app, the admin portal and extended excel with graphs before making a choice to go with Power BI.
Power BI versions
There are some historical versions of our Power BI integration. The latest X.0 version of the integration will always be activated on a new license. Version X.1 with the direct calls or upgrade from former versions must be activated by your provider on the account. Please contact us for further information!
| Version | Date | Contains |
| 4.0 | 2019-11-11 |
Queue calls and the latest values. |
| 4.1 | 2019-11-11 |
Queue calls, direct calls, and the latest values. |
How to setup the data stream for versions 4.0 and 4.1 in Power BI
If you haven’t used Power Bi before, on your first login, you will see a page where you are given some options on how to gather your data. In the left-hand corner, you will see a menu button, click on that menu and then select “My workspace”. Then you will see an almost identical page. However, at the bottom right of the 4 data import suggestions, there’s a skip button.
If you have used Power Bi before, you can simply navigate to My workspace.
In the top right-hand corner, there is a menu called “+ Create” click on that menu, NOT the one called datasets, and in the dropdown, select streaming dataset. In the new window that pops up, you are given some options regarding where you want to get your dataset. Select the one called API, and click on the button marked “Next”.
You will now start to configure your data stream, start by naming it by entering a name in the box called “Dataset name”. Then turn on the option called “Historical data analysis”. Now you need to enter in the values below so that you can receive the data from your PBX, they do not need to be in the order shown below, but all of the values need to be entered in.
Once you’ve entered all the fields below, you need to press the “Create” button, and voila, the streaming dataset will be added to Power BI. You will receive a Push URL from Power BI and this will be used in the admin portal later on.
Value name |
Type | Explanation |
| enter_datetime | DateTime |
The date and time when the call was connected. |
| enter_hour | Number |
The hour of the day when the call was connected in 24h format, e.g “16” or “08” |
| enter_year | Number |
The year when the call was connected. |
| enter_month | Number |
The month when the call was connected and year, e.g “201903” for March 2019. |
| time_in_queue_seconds | Number |
Number of seconds the caller waited in the queue before being picked up, hanging up or being redirected. |
processing_time_seconds |
Number |
The number of seconds the agent talked to the caller. |
| less_than_30s_waittime |
Number |
If the call is answered within 30 seconds this value is set to ‘1’. If the call is answered or abandoned after more than 30 seconds it is set to ‘0’ . If the call is abandoned within 30s, the value is set to [blank]. The average of this value will give the “30 seconds service level” as a percentage. |
| less_than_60s_waittime |
Number |
If the call is answered within 60 seconds this value is set to ‘1’. If the call is answered or abandoned after more than 60 seconds it is set to ‘0’ . If the call is abandoned within 60s, the value is set to [blank]. The average of this value will give the “60 seconds service level” as a percentage. |
| less_than_120s_waittime |
Number |
If the call is answered within 120 seconds this value is set to ‘1’. If the call is answered or abandoned after more than 120 seconds it is set to ‘0’ . If the call is abandoned within 120s, the value is set to [blank]. The average of this value will give the “120 seconds service level” as a percentage. |
| version | Number | This tracks the version that is currently in use. |
| call_id | Text | A unique string identifying this specific call. |
| queue_name |
Text | The name of the queue the call is first connected to. |
| enter_date | Text | The date the call is connected to the queue. |
enter_time |
Text | The time the call is connected to the queue. |
| enter_weekday | Text | The day of the week the call is connected to the queue, but with a leading digit to help Power BI sort graphs chronologically and not alphabetically. Monday is “1 Monday” and so on. |
| calling_number | Text | The number (callerid) of the caller. |
| calling_forward | Text | If the call is transferred by the agent. This will be set to the number the call is transferred to |
| agent |
Text | The name of the agent answering the call. If the call is abandoned before being answered or redirected, this is set to [blank]. |
| status | Text | The main endstate of the call. Can be ‘Completed’, ‘Abandoned’, ‘Redirected’ or ‘Direct call’. |
| status_detail | Text | The detailed endstat of the call. Can be ‘Completed by answers’, ‘Completed by pick up, ‘Completed by transfer, ‘Abandoned’ or ‘Redirected by timeout’. |
| calling_name | Text | The name of the person or the company calling, if we can find it using our catalogue partners. [blank] if we cannot. |
| enter_week | Text | Det veckonummer samtalet kopplas till kön med årtal, t.ex. ”201952”. |
| internal_call |
Text | A Yes/No value direct call was Internal. |
| agent_id | Text | A unique string identifying the specific agent |
| agent_number | Text | The agent's fixed number. |
|
parent_call_id |
Text | The call_id of the call, if any, that generated the current call. Used when calls are forwarded, for example. |
How to setup the Power BI integration in the admin portal
After the setup is done in Power BI, the Push URL must be added to the admin portal. Contact your provider to access the Power BI Integration page on your account.
Log in to the admin portal and move your mouse cursor over to the menu called “Administration”, and then select “Statistics”. Then click on the Power BI link in the menu to the left, and you will see a page where you can add the stream URL that you just created in Power BI and click on the button marked save.
After this, the PBX will start to send data to your Power Bi account. It will start with data from the 1st of the previous month and work its way up until now. It might take as long as 24 hours until it has caught up. It will not send older data than the current month + 1 month.
Explanation of “status” and “status details”
The values “status” and “status_detail” will give you information about the calls. Here’s a short summary of all the values, followed by a short explanation of each one.
| Status | Status details |
Explanation |
| Abandoned |
Abandoned |
The caller hangs up before the call is answered by an agent in the queue. |
| Completed |
Completed by answer |
A queue call answered by an agent. |
| Completed |
Completed by pickup |
A queue call answered by an agent with the “pick call from queue” feature. |
| Completed |
Completed by key press |
A queue call where the caller leaves the queue by using a button selection. The button selection option must be activated and configured in the queue in order for this to be presented in the queue data. |
| Redirected |
Completed by timeout |
A queue call following the max wait time redirect set in the queue settings. |
| Redirected |
Completed by transfer |
An answered queue call is transferred from one agent to another agent or a queue. This will either result in a new queue call or a direct call to the receiver. This status will also be set if there’s a redirect due to opening hours on a queue. |
| Redirected |
Transferred after pickup |
A picked queue call transferred from one agent to another agent or queue. This will either result in a new queue call or a direct call to the receiver. |
Direct call |
Incoming | Incoming direct call. |
Direct call |
Missed – Busy |
The caller was busy on another call. |
Direct call |
Missed – Declined |
The caller declined the call via hangup while it was ringing. |
Direct call |
Missed – Immediate redirect |
The call was redirected immediately, most likely due to an active profile. The destination could be anything from a voicemail to an external number. |
Direct call |
Missed – No answer |
The caller did not answer the call within a reasonable time. |
Direct call |
Missed – Not reachable |
The caller could not be reached. Could happen with bad cell phone coverage or an unplugged phone. |
Direct call |
Missed – Quick caller hangup |
The caller hung up before the callee got a reasonable chance to answer. |
Direct call |
Missed | If none of the above is applicable. |
Direct call |
Outgoing |
Outgoing direct call. |