SAP BCM 6 Reporting Overview

SAP Business CommunicationsManagement (SAP BCM) software

Detailed View: SAP BCM version 6.0 Reporting28th of May 2009SAP BCM Solution Management

© SAP 2009 /

1. SAP BCM Reporting architecture overview2. Out-of-the-box reports overview

2.1. Microsoft Reporting Services based reports2.2. Business Objects Web Intelligence based reports

3. SAP BCM Reporting – SAP NetWeaver BW integration

Agenda

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SAP BCM Reporting and Online MonitoringKey capabilities

Online Monitoring Browser based, real-time monitoring user interface for managers and team leadersService level, queue, agent and contact statistics monitoringCurrent business day and current moment statisticsComparison data to previous day / week / month

BCM Reporting Data warehouse and reporting solution for managers and business developmentCollect, measure and analyze all type of BCM communication events in detailsBCM statistics are integrated with SAP NetWeaver Business WarehouseSAP BCM out-of-the-box browser based reports

Service level reportsContact volumes and contact handling reportsAgent performance reports

Increase business performance with theability to monitor, control and manageoperations and people based on blendedanalytics combining communications andbusiness metrics.

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SAP BCM Reporting and Online MonitoringArchitecture overview

BCMTerminals ETL process Reporting & Analysis tools

Contact EventManager

(CEM)

DataCollector

DataStaging

Area

Softphone

CMC

IP desk phone

IVR

Gateway

BCM DataWarehouse

2

1

nVoice channelsEmail channelsChat channelsSMS EngineAgent skillsPresence data

DataUniverse

Microsoft Reporting Services based reports

Business Objects Web Intelligencebased reports

ReportingData

Interface(RDI)

SAP NetWeaverBusiness

Warehouse

SAP NetWeaver BW based blended reports

OLAP

cubes

OnlineMonitoring

data

Online Monitoring UI

MS SQL2005 DB

SAPphoneRFC

interface

SAPphoneBCM

interface

SAPCRM

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SAP BCM ReportingArchitecture overview

SAP BCM Reportingsolution scope

SAP BCM Reporting solution scope overviewSAP BCM Reporting extract, transform and load process (ETL process)SAP BCM out-of-the-box reports generated by 3rd party reporting tool

SAP BCM out-of-the-box reports are provided with both Microsoft Reporting Services (default reportgeneration tool) and Business Objects Web Intelligence reporting tools (pilot product in BCM 6.0)Customer may use also other preferred 3rd party reporting toolsReporting tool development and support is provided by appropriate vendor / organization

Reporting tool option 1:Microsoft ReportingServices

MS Reporting Services tool overview (default reporting tool)SAP BCM runs on Microsoft platform: MS Server 2003 Srv OS and SQL 2005 SrvMicrosoft Reporting Services tools are included in MS SQL 2005 Srv licenses

MS SQL Reporting and Analysis Services shall be installed on MS SQL Server

SAP BCM installation packages includes MS Reporting Services basedBCM out-of-the-box report templates

Reporting tool option 2:Business ObjectsWeb Intelligence

Business Objects Web Intelligence tool overviewSAP acquired Business Objects in October 2007Customers shall purchase Business Objects Web Intelligence licenses separately

Also customers shall install Web Intelligence separately (of SAP BCM installation)

SAP BCM provides Data Universe model and report templates for Business Objects Web Intelligencereporting solution

Customers shall import Data Universe and report templates in order to access BCM reports

Reporting tool option 3:SAP NetWeaver BW

SAP NetWeaver Business Warehouse overviewSAP BW enables to integrate data from across the enterprise and beyondSAP BCM Reporting Data Interface (RDI) is used to upload BCM statistics toSAP NetWeaver BW using SAPphone Reporting interface on NetWeaver side

SAP NetWeaver BW tools shall be used to build BCM related reports

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1. SAP BCM Reporting architecture overview2. SAP BCM out-of-the-box reports overview



Agenda

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SAP BCM ReportingOut-of-the-box reports overview

Report type Available out-of-the-box reports

Service level andVolume Reports

Service levelService level (cumulative)AnnualMonthlyWeekly

DailyHourlyQuarter-hourlyCall statisticsContact log

Agent Reports Contacts handlingContacts per agentContacts per queue

Work doneWork done (detailed)

Click link to reviewpreferred reportingoption reports:

Microsoft Reporting Services based reports (default reporting tool)Business Objects Web Intelligence based reports (pilot product in BCM 6.0)

SAP BCM out-of-the-box reports are providedwith both Microsoft Reporting Services andBusiness Objects Web Intelligence reportingtools. Customers may choose their preferredoption or use other 3rd party tool for BCM reporting.

DataWarehouse

2

1

n

DataUniv erse

Microsoft Reporting Serv icesbased reports

Business Obj ects Web Intelligencebased reports

OLAP

cubes

MS SQL2005 DB

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Microsoft Reporting Services based reportsBusiness Intelligence Development Studio introduction

Microsoft SQL Server Business Intelligence Development Studio tool is used tobuild up BCM out-of-the-box reports. All these reports can be modified withBusiness Intelligence Development Studio application (or create new reports)

Microsoft SQL Server BusinessIntelligence Development Studioapplication is included in MS SQL2005 Server license (standard andenterprise editions).

Microsoft SQL Server BusinessIntelligence Development Studioapplication is included in MS SQL2005 Server license (standard andenterprise editions).

More information about BusinessIntelligence Development Studiocan be found on Microsoft webpages: http://www.microsoft.com

More information about BusinessIntelligence Development Studiocan be found on Microsoft webpages: http://www.microsoft.com

Business Intelligence DevelopmentStudio is an integrated environmentfor developing business intelligenceconstructs, such as cubes, datasources, reports, and integrationservices packages.

Business Intelligence DevelopmentStudio is an integrated environmentfor developing business intelligenceconstructs, such as cubes, datasources, reports, and integrationservices packages.

http://www.microsoft.com/

http://www.microsoft.com/

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Microsoft Reporting Services based reportsReporting user interface introduction

Microsoft Reporting Services enables reporting users to view available reports,export reports to various data formats and subscribe report

Location independent browserbased reporting user interfaceLocation independent browserbased reporting user interface

List of available reports for user(according to set authorizations)List of available reports for user(according to set authorizations)

Report search options enables userto select appropriate reportschedule and content

Report search options enables userto select appropriate reportschedule and content

With export functionality user canexport report to various file formatsWith export functionality user canexport report to various file formats

Most reports are provided both innumeric and graphical formatMost reports are provided both innumeric and graphical format

Subscription functionality enablesautomated report deliveries e.g. tocustomer service managers

Subscription functionality enablesautomated report deliveries e.g. tocustomer service managers

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Microsoft Reporting Services based reportsVolume reports: Annual report

Annual, monthly and weekly contacts volume report shows the seasonal patternsin number of contacts received and the trend in the number of contacts. It alsoallows user to drill down “lower level statistics” according to business needs.

Annual volume report content:Shows incoming contact counton selected applications (e.g.departments) and channel(s)Handling statistics with option toshow also handling durationsNumber of false attempt andabandoned statisticsNumber of contacts arrived whileservice was closedMaximum number ofsimultaneous contacts

Annual volume report content:Shows incoming contact counton selected applications (e.g.departments) and channel(s)Handling statistics with option toshow also handling durationsNumber of false attempt andabandoned statisticsNumber of contacts arrived whileservice was closedMaximum number ofsimultaneous contacts

Drill down options e.g. to annualdepartmental and queue levelstatistics or monthly level statisticsby clicking desired year.


Key statistics in graphical format.Key statistics in graphical format.

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Microsoft Reporting Services based reportsVolume reports: Monthly report


Monthly volume reportSame statistics as with annualreport, but on monthly levelOption to include durations tohandling statistics

Monthly volume reportSame statistics as with annualreport, but on monthly levelOption to include durations tohandling statistics




Drill down options e.g. to monthlydepartmental and queue levelstatistics or daily level statistics byclicking desired month.

Drill down options e.g. to monthlydepartmental and queue levelstatistics or daily level statistics byclicking desired month.

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Microsoft Reporting Services based reportsVolume reports: Weekly report


Weekly volume reportSame statistics as with annualand monthly reports, but onweekly level


User has selected weeks 8, 9, 10and 11, desired application (e.g.department) and four queues.Report provides queue specificstatistics on weekly level includingdurations and summaries ofselected queues and applications.

User has selected weeks 8, 9, 10and 11, desired application (e.g.department) and four queues.Report provides queue specificstatistics on weekly level includingdurations and summaries ofselected queues and applications.

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Microsoft Reporting Services based reportsVolume reports: Daily report

Daily contact volume report shows how many contacts came in during each day.It helps contact center managers and supervisors e.g. to plan staffing levels,ensuring that right amount of agents are at work at the different weekdays.

Daily volume reportSame statistics as with othercontact volume reports, but ondaily level


User has selected all days in April,desired application (e.g.department) and 2 email and 2voice queues. Report providesqueue specific statistics on dailylevel including durations andsummaries of selected queues andapplications.

User has selected all days in April,desired application (e.g.department) and 2 email and 2voice queues. Report providesqueue specific statistics on dailylevel including durations andsummaries of selected queues andapplications.

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Microsoft Reporting Services based reportsVolume reports: Hourly report

Hourly report shows how many contacts came in during each day on hourly level.It helps contact center managers and supervisors e.g. to plan staffing levels,ensuring that right amount of agents are at work at different times of day.

Hourly volume reportSame statistics as with othercontact volume reports, but onhourly level


User can drill down to quarter hourlylevel by clicking hour of interest,show durations in addition tocontact volumes and open upapplication and queue level details ifneeded.

User can drill down to quarter hourlylevel by clicking hour of interest,show durations in addition tocontact volumes and open upapplication and queue level details ifneeded.

© SAP 2009 /

Microsoft Reporting Services based reportsVolume reports: Quarter hourly report

Quarter hourly report shows how many contacts came in during each day onquarter hour level. It helps contact center managers and supervisors e.g. to tracecontact volume bursts that might have impacted on the service level.

Quarter hourly volume reportSame statistics as with othercontact volume reports, but onquarter hourly level


User can drill down to contactdetails level by clicking quarter hourof interest, show durations inaddition to contact volumes andopen up application and queue leveldetails if needed.


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Microsoft Reporting Services based reportsVolume reports: Contact log report

The contact log report is a list of all contacts managed by the system. This reportcan be used as a source for detailed information about all incoming and outgoingcontacts.

Contact log report contentDayApplicationQueueChannelAgent who handled contactContact start timeContact end timeCustomer number / addressDestinationQueue timeTalking timeAfterwork timeCurrent contact status (handled,in process, abandoned, etc)


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Microsoft Reporting Services based reportsService level report

Customers can set service level rule e.g. “answer 80% of calls within 20 seconds”.Service level report answers how well this target is met during selectedday / week / month / year.

Service level report helps managersin following the service levels atdaily and monthly levelsshowing the patterns in the levelof incoming calls at daily, weekly,monthly, and annual levelsmeasuring the length of callsand monitoring the time spent ondifferent activities by the contactcenter agents.


The service level shall be reviewedperiodically with respect tocompetition, abandonment of calls,costs, and other business relatedfactors. Corrective actions areneeded when the service level istoo high or low.


© SAP 2009 /

Microsoft Reporting Services based reportsService level report (cumulative)

Service level cumulative report helps to compare service level performance withservice level targets and thus make decisions of agent resources

With this report manager canfind what has been the trueservice level performance of thecontact center on a given timeframecompare actual performance tothe service level target and thusmake decisions of agentresources


Service level cumulative reportshows the corresponding numbersfor contacts answered on time andtheir relative service levels.

It also shows total number ofhandled and abandoned contactson a selected day (or days) in theintervals of actual waiting times.



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Microsoft Reporting Services based reportsAgent reports: Contact handling report

Contact handling report shows detailed contact handling statistics on agent andgroup level; in and out calls, emails, sms and chat channels. This report enablesmanagers to analyze agents and groups contact handling performance.

Contact handling report contentGroup (summary level)Agent (summary level)DayIncoming calls handling statisticsNot answer calls statisticsOutgoing calls statisticsIncoming chat statisticsIncoming emails statisticsSms statisticsAgent status statistics (totalservice time, talking times (in andout), waiting time, paperwork andpause times


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Microsoft Reporting Services based reportsAgent reports: Contacts per agent report

Contact per agent report shows from group and agent perspective how manycontacts agents have handled per queue in given timeframe. It helps managersand supervisors to analyze agent performance in different queues / channels.

Contacts per agent report contentDayGroupAgentQueueHandled contactsTalking time averageLongest contact talking timeTotal talking time


© SAP 2009 /

Microsoft Reporting Services based reportsAgent reports: Contacts per queue report

Contact per queue report shows from queue perspective who are the groups andagents handling contacts related to queue. It helps managers and supervisors toanalyze staffing / resource needs from service perspective.

Contacts per queue report contentDayQueue (summary level)Group (summary level)AgentHandled contactsTalking time averageLongest contact talking timeTotal talking time


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Microsoft Reporting Services based reportsAgent reports: Work done report

Work done report shows the activities on which agents have spent their time.It answers the question “How much time do agents spend on different activitiessuch as serving customers, breaks/pause, meetings, etc?”

Work done report contentDay (summary level)Group (summary level)Agent (click to drill down to workdone detailed report)Profile name (drill down option)QueueCalls inCalls outChat inEmail inWaiting timeTalking time (in)Talking time (out)Consultation callsPaperworkPausedAfterworkService time totalFirst login on selected dayLast logout


Plasmasupport

LCD monitorsupport

TFT monitorsupport

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Microsoft Reporting Services based reportsAgent reports: Work done detailed report

Work done detailed report shows the activities on which agents have spent theirtime in 15 minute blocks. It provides detailed information of agent activities andperformance during selected day(s).

Work done report contentGroup (summary level)AgentQuarter hour blockProfile nameCalls inCalls outChat inEmail inWaiting timeTalking time (in)Talking time (out)Consultation callsPaperworkPausedAfterworkService time totalFirst login on selected dayLast logout


© SAP 2009 /

SAP Business Objects based reportsReporting user interface introduction

SAP Business Objects WebIntelligence enables reporting users to view availablereports, export reports to various data formats and subscribe reports

Location independent browserbased reporting user interfaceLocation independent browserbased reporting user interface

List of available reports for user(according to set authorizations)List of available reports for user(according to set authorizations)

My Favorites folder for individuallysaved reports and report settings.My Favorites folder for individuallysaved reports and report settings.

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Selection of report parameters.These can be adjusted at any timewhen viewing the report.

Selection of report parameters.These can be adjusted at any timewhen viewing the report.

Available dimensions dynamicallyavailable based on data warehousecontents.

Available dimensions dynamicallyavailable based on data warehousecontents.

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Track changes -functionality helpsvisualizing the changes whenadjusting the report parameters.

Track changes -functionality helpsvisualizing the changes whenadjusting the report parameters.

Green indicates which values arehigher and red which are lower afterthe change.

Green indicates which values arehigher and red which are lower afterthe change.

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Possibility to adjust the look andfeel of the graphics, columns of thetable and sorting.

Possibility to adjust the look andfeel of the graphics, columns of thetable and sorting.

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Very sophisticated possibilities toadjust document structure andfilters.

Very sophisticated possibilities toadjust document structure andfilters.

© SAP 2009 /

SAP Business Objects based reportsVolume reports: Annual report


Annual volume reportShows incoming contact counton selected applications (e.g.departments) and channel(s)Handling statistics with option toshow also handling durationsNumber of false attempt andabandoned statisticsNumber of contacts arrived whileservice was closedMaximum number ofsimultaneous contacts

Annual volume reportShows incoming contact counton selected applications (e.g.departments) and channel(s)Handling statistics with option toshow also handling durationsNumber of false attempt andabandoned statisticsNumber of contacts arrived whileservice was closedMaximum number ofsimultaneous contacts



Key statistics in summary andgraphical format.Key statistics in summary andgraphical format.

© SAP 2009 /

SAP Business Objects based reportsVolume reports: Monthly report


Monthly volume reportSame statistics as with annualreport, but on monthly level

Monthly volume reportSame statistics as with annualreport, but on monthly level


Navigation options e.g. to monthlyor daily level statistics.Navigation options e.g. to monthlyor daily level statistics.

User can select the durations reportwith yellow columns to see also thetime related statistics.


© SAP 2009 /

SAP Business Objects based reportsVolume reports: Weekly report




Report provides queue specificstatistics on weekly level includingdurations and summaries ofselected queues and applications.

Report provides queue specificstatistics on weekly level includingdurations and summaries ofselected queues and applications.



© SAP 2009 /

SAP Business Objects based reportsVolume reports: Daily report

Daily contact volume report shows how many contacts came in during each day.It helps contact center managers and supervisors e.g. to plan staffing levels,ensuring that right amount of agents are at work at the different weekdays.



Report provides queue specificstatistics on daily level includingdurations and summaries ofselected queues and applications.

Report provides queue specificstatistics on daily level includingdurations and summaries ofselected queues and applications.

User can drill down to hourly level ofa specific day.User can drill down to hourly level ofa specific day.

© SAP 2009 /

SAP Business Objects based reportsVolume reports: Hourly report

Hourly report shows how many contacts came in during each day on hourly level.It helps contact center managers and supervisors e.g. to plan staffing levels,ensuring that right amount of agents are at work at different times of day.



User can drill down to quarter hourlylevel.User can drill down to quarter hourlylevel.



© SAP 2009 /

SAP Business Objects based reportsVolume reports: Quarter hourly report

Quarter hourly report shows how many contacts came in during each day onquarter hour level. It helps contact center managers and supervisors e.g. to tracecontact volume bursts that might have impacted on the service level.





© SAP 2009 /

SAP Business Objects based reportsVolume reports: Contact log report

The contact log report is a list of all contacts managed by the system. This reportcan be used as a source for detailed information about all incoming and outgoingcontacts.



© SAP 2009 /

SAP Business Objects based reportsService level report

Customers can set service level rule e.g. “answer 80% of calls within 20 seconds”.Service level report answers how well this target is met during selectedday / week / month / year.





© SAP 2009 /

SAP Business Objects based reportsService level report (cumulative)

Service level cumulative report helps to compare service level performance withservice level targets and thus make decisions of agent resources







© SAP 2009 /

SAP Business Objects based reportsAgent reports: Contact handling report

Contact handling report shows detailed contact handling statistics on agent andgroup level; in and out calls, emails, sms and chat channels. This report enablesmanagers to analyze agents and groups contact handling performance.



© SAP 2009 /

SAP Business Objects based reportsAgent reports: Contacts per agent report

Contact per agent report shows from group and agent perspective how manycontacts agents have handled per queue in given timeframe. It helps managersand supervisors to analyze agent performance in different queues / channels.



© SAP 2009 /

SAP Business Objects based reportsAgent reports: Contacts per queue report

Contact per queue report shows from queue perspective who are the groups andagents handling contacts related to queue. It helps managers and supervisors toanalyze staffing / resource needs from service perspective.



© SAP 2009 /

SAP Business Objects based reportsAgent reports: Work done report

Work done report shows the activities on which agents have spent their time.It answers the question “How much time do agents spend on different activitiessuch as serving customers, breaks/pause, meetings, etc?”



© SAP 2009 /

SAP Business Objects based reportsAgent reports: Work done detailed report

Work done detailed report shows the activities on which agents have spent theirtime in 15 minute blocks. It provides detailed information of agent activities andperformance during selected day(s).



© SAP 2009 /

SAP BCM Reporting – SAP NetWeaver BWIntegration architecture overview

SAP BCM SAP NetWeaver

BCM DataWarehouse

ReportingData

Interface(RDI)

SAP NetWeaverBusiness Warehouse

MS SQL2005 DB

SAPphoneBCM

interface

SAPphoneRFC

interface

Web Services SPS_STAT_DATA_GET call

Integrationfunctionalityoverview

Integration functionality scopeUpload BCM communication event statistics via SAP CRM to SAP NetWeaver BWSAP CRM combines CRM events with BCM events before BW uploadSAP NetWeaver BW reporting tools are used to create e.g. blended businessprocess and communication event reports

Integration deployment overviewInstall BCM interfaces using BCM installation toolsDefine appropriate connection settings and connect to SAPphone RFC interface

Data upload content overviewIncludes BCM calls (in & out), emails and chat contact statisticsReporting data is uploaded once per day/night basis

SAPCRM

© SAP 2009 /

SAP BCM Reporting – SAP NetWeaver BWData upload sequence example

SAP BCM SAP NetWeaver

XCHGVERSION

XCHGPARAMS

SPS_STAT_DATA_GET

Initializeconnection

Upload BCMdata to BWvia CRM

BCM DataWarehouse

ReportingData

Interface(RDI)

SAP NetWeaverBusiness

Warehouse

SAPphoneBCM

interface

SAPphoneRFC

interface

SAPCRM

CRM functionsto attach CRMdata with BCM

data and uploadconsolidateddata to BW

© SAP 2009 /

SAP BCM Reporting – SAP NetWeaver BWInbound call data upload content example

For phone calls, internal extension of the f irst involved agent; emptyfor other request type not containing an extension.

17501750N/ASP_TELNO (CHAR30)Primary agentextension number

SP_F_ABD (CHAR1)

TIMESTAMP (DEC15)

SP_CCUSER (CHAR15)

SP_TRANSNO (NUM2)

SP_STEPTIM (CHAR 6)

TIMESTAMP (DEC15)

TIMESTAMP (DEC15)

SP_EXTADDR (CHAR241)

SP_ADDRTYP (CHAR3)

SP_INTADDR (CHAR241)

SP_ADDRTYP (CHAR3)

SP_STEPTYP (CHAR2)

SP_CONDRC (CHAR1)

SP_STEPNO (NUM2)

SP_RQ_TYPE (NUM2)

SP_CONID (CHAR32)

Data type

User name of the f irst involved agent as specif ied in the BCM useradministration (and in the SAP system in the user specif ic settings).

Agent XAgent XN/APrimary agentuser name

'1' for the 1st agent, increased by 1 for each transfer to another agent.11N/ATransfer no

Duration of the connection step. Specif ied in hhmmss9010N/ADuration

Starting UTC timestamp of the connection step28.4.200916:12:46

28.4.200916:12:36

N/AStep start time

Type of the individual connection step (queue or ring [=value 11] orIVR or processing [=value 20] or after call w ork time or preparationtime)

2011N/AStep type

Counter of one individual connection step (individual per connection)21N/AStep number

N/A

N/A

N/A

N/A

TEL

1750

TEL

1

N/A

xxxxxxxxxxxx

Step 1 data

0

28.4.2009 16:14:06

28.4.2009 16:12:36

+49123456789

TEL

1900

TEL

1

1

xxxxxxxxxxxx

Header data

N/A

N/A

N/A

N/A

TEL

1750

TEL

1

N/A

xxxxxxxxxxxx

Step 2 data

Ending UTC timestamp of the connectionDisconnect time

Internal address type: TEL, INT, FAX, …Int. address type

Internal address: phone number (DNIS, hotline number), emailaddress (e.g. service email address), …

Internal address

Data field DescriptionConnection ID Connection ID: GUID for one contact event (phone call, email, fax,

chat). This pairs BCM customer contact event to SAP process event.

Request type Request type: Specif ies if the connection is a phone call [=value 1],email, fax, chat, call me back request.

Direction Connection direction: Inbound [=value 1], outbound or automatic call(e.g. predictive dialing call).

Ext. address type External address type: TEL, INT, FAX, …

External address External (e.g. customer) address: phone number (ANI), emailaddress…

Arrival time Starting UTC timestamp of the connection

Abandoned Flag: Connection abandoned before routed to an agent, 'X' =abandoned, ' ' = not abandoned.

Call from +49123456789 to queue 1900; “Agent X” extension number 1750 answers offered call within 10 seconds; talk time 90 seconds.Header data contains contact basic data and step data contains contact step/routing related data (please consult SAP BCM Reporting Data Interface (RDI)and SAPphoneBCM manuals for further information).

SAP BCM 6 Reporting Overview

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