Analytical reports provided by Expertflow allow for drill-down using Pivot tables, relying on a data warehouse in the form of an OLAP cube, and using historical information from multiple data sources, i.e. internal or external to the contact center.
Your data analysts can slice and dice data from a cube using Excel Pivot tables, or one of the OLAP clients of your choice, namely SpagoBI, Pivot4j, EazyBI, Tableau, Microsoft PowerBI.
OLAP Cubes and Analytics
Our analytics package for contact centers come with three pre-defined OLAP cubes, i.e. Agent_Cube, AgentSkillGroup_Cube, CallType_Cube analyzed by different dimensions, Time (year, day, hour,…), Agent, CallType, and SkillGroup. Cubes are used to study and understand what happened, why it happened, and what changes should be made in the future. Users are free to have their own use of the cubes they can create their own tables depending on the type of analysis.
Beyond these three core cubes, the ETL (Extract-Transform-Load) layer of our Business Intelligence solution allows you to add further fields to your data analysis. We have also added two cubes for Call Accounting, so the same tool can be used for internal billing/ accounting to cost centers.
|Windows Server 2008 R2 and higher
|SQL Server 2008 R2 (for database) + MySQL 5 (for application)