How to let SAP Contact Center reports to work for you
From previous blogs posts with Agur Koort you learned how to create SAP Contact Center “CCtr” reports advanced Business Intelligence Development Studio (BIDS) tool or with the more simplified Report Builder.
In this article, I will show you how you can save time handling CCr reports.
It seems that most CCtr users and supervisors are not using the reporting and analysis tool that SAP CCtr provides and I think I know why. The CCtr reports give you very detailed information and this can be very confusing when you first begin to use CCtr reporting. Also, it may not always be possible for a supervisor to login daily to a Reporting web service, browse the require reports and execute them. Handling large amount of statistical data is not a problem nowadays but finding some extra time for checking reports every day could be. Specifically on very busy days.
One possible solution is to use even more advanced “blended analysis” tools such as SAP Business Objects.
If you are licensed for it there are many existing SAP CCtr customers are already using it. However, you may not have the licensing and resources to implement and handle more advanced solutions. Instead, you can maximize your time and resources by using your existing CCtr Reporting services. I will show you how!
For instance, one way to save you time is by organizing your favorite CCtr reports so that they will appear in your manager’s inbox every business day automatically. This can easily done by setting up subscriptions for your required reports. By subscribing to reports they can be delivered by e-mail or you can also save them directly to a networking share. You can have these reports exported in an Microsoft excel or any other suitable format that your business requires.
To start the process, click the arrow on the specific report and simply click “Subscribe” from the menu:
On the next page, you will see the options that are available to you according to your Reporting Services setup:
If you see an error message or you do not see an E-mail option or there is some other issue the first thing you need to do is to look at your Reporting Services Configuration Manager. You need to view this directly on the server where CCtr Reporting was actually installed:
On most standard setups the E-mail Settings or Execution Account is left empty. This is because it is not necessary for the configuration of the Reporting Services setup. However, if it is not setup it prevents you from using the reporting Subscription option. Because of that it is better to fill in the information with correct data:
When everything is configured correctly according to your business requirements. You can then proceed with creating a Subscription:
You can select a file format for the exported report. You can also add as many recipients as you like. In addition to that you can also set some Report Parameters. For example you can create filters for user groups and create separate subscription for every Supervisor (such as: works only for “Agent – … “ type of reports).
If your contact center managers prefer to store reports in a networking share you can also configure Subscriptions to be put here:
If you use a 3rd party analysis/reporting system that is able to CCtr statistics you may want to export data periodically with an XML or CSV format and point the reports to your system 3rd party system in order to handle those files.
You can find even more useful features if you look deeply inside SAP CCtr Reporting and its platform Microsoft SSRS.
Subscriptions is a very nice feature that can be very useful for contact center supervisors. They will be very greatfull to you if you teach them to use it.
If you find that CCtr reports are too complicated you can always filter out any unnecessary information and cut any unneeded details using the previous posts of Agur Koort “How to start with SAP Contact Center custom reports” and “Creating SAP Contact Center custom reports in Report Builder”