Power BI is a data analytic tool commonly used to visualise business data in reports and dashboards. Use it to visualise all your PBX and contact center insights.
Table of contents
Overview of the integration
Before you can start using Power BI you need two things. The first is access to our statistics. The second is access to the Free or Pro version of Power BI which you can get at Power BI.microsoft.com.
You might need to have your IT administrator activate Power BI for your Microsoft account. Our integration allows you to visualise 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 Telavox sends new data to Power BI every 30 minutes.
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, Telavox 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.
Power BI integration 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 any new Telavox account. Version X.1 with the direct calls, or to upgrade from former versions, must be activated by your Telavox Advisor. Please contact us for further information.
|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 version 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 in a name in the boxed 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 Telavox PBX, they do not need to be in the order shown below, but all of the values needs to be entered in. Once you’ve entered all the fields below in the exact order you need to press the "Create" button, and voila the streaming dataset will be added in Power BI. You will receive a Push URL from Power BI and this will be used in Telavox later on.
Data stream values explained
|Name of value||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||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.|
|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 weekday 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 (caller ID) 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 end state of the call. Can be ‘Completed’, ‘Abandoned’ or ‘Redirected’|
|status_detail||Text||The detailed end state 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||The week number the call is connected to the queue with year, eg “201952”|
|internal_call||A Yes/No value direct call was Internal.|
|agent_id||A unique string identifying the specific agent|
|agent_number||The agents fixed number.|
How to setup the Power BI integration in Telavox
After the setup is done in Power BI, the Push URL must be added in Telavox. Contact your Telavox Advisor to get access to 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, Telavox will start to send data to your Power Bi account. It will start with data from the 1st of previous month and work it’s way up until now. It might take as long as 24 hours until it has caught up. It will not send older data than current month + 1 month.
Explanation of Status and Status Detail
The values status and status_detail will give you information about the calls. Here’s a short summary of all the values and its followed with a short explanation to each one of them.
|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 keypress||A queue call where the caller left 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||A queue call redirected from one agent to another agent or queue. This will either result in a new queue call or a direct call to the receiver.|
|Redirected||Transferred after pickup||A picked queue call redirected 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 callee was busy with another call.|
|Direct call||Missed - Declined||The callee 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 callee did not answer the call within a reasonable time.|
|Direct call||Missed - Not reachable||The callee 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.|
We’ve created some widget examples that we think can be useful for you! But the great thing with Power BI is that you control how you want your data displayed. So use these examples as they are, or as inspiration for even better setups.
Agents weekday activity
Processing and queue times
Review more example dashboard and how to set them up here.