Introduction

Operation administrators need to leverage their contact center data to interpret key indicators, evaluate agent and operation performance, and make timely decisions based on reliable information.

wolkvox BI is a product of the wolkvox suite that allows:

• Analyzing and visualizing agent and operation performance.
• Consulting up to 4 months (120 days) of historical information.
• Simplifying decision-making with preconfigured dashboards in Power BI or Excel Power Pivot.
• Accessing near real-time data: from activation, each hour loads an additional day until completing 120 days.

Example of operation: If you activate wolkvox BI on August 20th, after one hour you will be able to see data from April 20th. Five days later, you will have the full four months visible.

Configuration

Activate wolkvox BI

Log in to wolkvox Manager as an administrator and follow these steps.

1. Go to: Configuration.
2. → Integrations.
3. → BI.
4. → Home.
5. Click on 'Enable'.

1. You will obtain an integration token, which will be used to connect your data with Power BI.
2. You can also change the token or disable wolkvox BI.

1. In the 'wolkvox BI' field, select the visualization tool (Power BI).
2. Click on Download dashboard to download the template.

Configuration in Power BI

Open the PB_templateTelefonia.pbix file downloaded from Manager. Then, follow these steps:

1. Go to the "Home" ribbon.
2. Click on the dropdown menu of "Transform data".
3. Select the option "Transform data".

Make sure to set the credentials as Anonymous:

1. Select the "Home" ribbon.
2. Left-click on the "Data source settings" button.
3. A new window will open, where you must click on "Edit Permissions".
4. The permissions editing window will open, click on "Edit".

1. Select the "Anonymous" tab.
2. Click on "Save".

1. Verify that the credential is set to "Anonymous".
2. Click on "OK".
3. Click on "Close".

1. Left-click on the dropdown menu of "Refresh preview".
2. Select the option "Refresh all".

1. Go to the "Home" ribbon.
2. Select the dropdown menu of "Close & Apply".
3. Select the option "Close & Apply".

Note: This process avoids errors when loading the data.

To connect your operation data, you must enter the token provided by the wolkvox Manager application at the time of activation and selection of the "Power BI" visualization layer.

1. Go to the token() query.
2. To enter the token, you only need to input the token in the "Current Value" field.
3. Then, click on "Close & Apply".

Alternatively, for greater precision, you can also enter the token as follows:

1. Click on the "Manage Parameters" button, a window will open.
2. Go to the "token" tab and there you will have the same "Current Value" field.
3. In "Current Value", enter the wolkvox BI integration token provided by the wolkvox Manager application.
4. Click on "OK".
5. Then, click on "Close & Apply".

1. After closing and applying the changes made in the token section, a modal window will appear informing about the data loading. Wait patiently until the entire loading percentage is complete.
2. At the top, you can see a warning message that there are pending changes. If this message does not automatically disappear after the full data load, you will need to click on the "Apply changes" button.

Once the connection is made, you can now explore the interactive dashboard that wolkvox BI offers in Power BI. Access all available information and easily navigate between the tabs "Service & Speed Answer KPIs", "Efficiency & Effectiveness KPIs", "Satisfaction & Quality KPIs", "Campaigns", "Chats", and "Self services & Routing Points", according to the indicators and metrics you need to consult.

Important: Remember that data visualization starts from the first hour after activating the product. From that moment, the information corresponding to the first day of a historical range of four (4) months will be displayed. Each additional hour that passes will incorporate one more day until completing the total of the last 120 days (4 months).