sap bcm 7 contact center reporting and analytics
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SAP BCM Product Management August, 2012
SAP BCM 7Contact Center Reporting and Analytics
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Do you know how well your customer service isperforming?
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Do you know what is happening in your customerservice?
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How can you improve your customer service?What is the impact of the improvements?
5 queues and 5 agents, 11 caller in queues
Average waiting time
Standard deviation of the waiting timeOne queue, 5 agents, 11 caller in the queus
25% faster throughput
Source: Technische Universitt Clausthal Stochastische Modelle in den Ingenieurwissenschaften
Arbeitsgruppe am Institut fr Mathematik
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SAP BCM Reporting and Online MonitoringKey Capabi l i t ies
Online Monitoring Browser based, real-time monitoring user interface for managers and team leaders
Service level, queue, agent and contact statistics monitoring
Intra-day and actual statistics
Comparison data to previous day / week / month
SAP BCM Reporting Data warehouse and reporting solution for managers and business development
Collect, measure and analyze all type of SAP BCM communication events in details
SAP BCM statistics are factory-integrated with SAP CRM contact statisticsSAP BCM out-of-the-box browser based reports
Service level reports
Contact volumes and contact handling reports
Agent performance reports
Queue performance reports
Outbound campaigns reports
Increase business performance with theability to monitor, control and manageoperations and people based on blendedanalytics combining communicationsand business metrics.
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SAP BCM Online Monitoring and ReportingArc hi tecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engineAgent presence
Agent skillsChat channelsEmail channelsVoice channels
Queue status
Data Collector (DC)
Online MonitoringData
Data Universe
SAP BCMData WarehouseData Staging Area
Data Universe 21 n
IP Deskphones External agents IVRsSoftphones PSTN gateways
SAP BCMOnline Monitoring
SAP BusinessObjectsDashboards
SAP BusinessObjectsWebIntelligence
SAP BusinessObjectsExplorer
MicrosoftReporting Services
SAPNetWeaver BW
Reporting DataInterface (RDI)
SAPphone BCMinterface
SAPphone RFCinterface
SAP CRM
SAP NetWeaverBusiness Warehouse
MS SQL 2008MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP BCM responsibility
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Supervisor and Monitoring tools
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SAP BCM Online Monitoring and ReportingArc hi tecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engineAgent presence
Agent skillsChat channelsEmail channelsVoice channels
Queue status
Data Collector (DC)
Online MonitoringData
Data Universe
SAP BCMData WarehouseData Staging Area
Data Universe 21 n
IP Deskphones External agents IVRsSoftphones PSTN gateways
SAP BCMOnline Monitoring
SAP BusinessObjectsDashboards
SAP BusinessObjectsWebIntelligence
SAP BusinessObjectsExplorer
MicrosoftReporting Services
SAPNetWeaver BW
Reporting DataInterface (RDI)
SAPphone BCMinterface
SAPphone RFCinterface
SAP CRM
SAP NetWeaverBusiness Warehouse
MS SQL 2008MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP BCM responsibility
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Online MonitoringMonito r you r Con tact Center service performanc e in real -t im e
Identify customer service situationand bottlenecks in real time
Monitor, support and manageagents and teams
Follow-up Outbound Campaignsresults on-the-fly
Contact volumes in different services
Staffing and agent activities /statuses
Service Alarms based on monitoringuser defined configuration
Adjust department and teams leveloperations via Monitoring and/orSystem Configurator tools
For example queue assignments, skillrequirements, service announcements,open /closed schedules, etc.
Outbound Campaigns calling volumes
Outbound call durations
Outbound Campaigns sales results
Outbound Agents performance
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Online MonitoringGet no t i f ied about abn orm al Contact Center service s i tuat ions
Create personalized system statusbar views
Define alarm threshold levels Receive notification once set alarmthreshold is exceeded
Create personalized system status barviews to quickly change monitoringperspective
For example create separate calls,emails and chat channels relatedsystem status bar views
Define appropriate alarm thresholdlevels per queue
Number of contacts in queue, longestwaiting time and number of logged inagents in queue
Queue alarm view pop-up automaticallyonce set alarm threshold level isexceeded
Helps to notify bottlenecks immediately
Take corrective actions on-the-fly
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Online MonitoringMoni tor Outbound Cam paigns s ta tus and per form ance
Online Monitoring user can monitor Outbound Campaigns and related agents status andperformance in real time
Online Monitoring user cansearch for one or multiplecampaigns and monitorcampaigns status in realtime.
Agent statistics are shownonce Online Monitoringuser clicks some Campaignfor further analysis.
Volume selection showscampaigns and agentsrelated handled, order,refusal, redial, etc. counts.Durations selection showsoutbound calls related calldurations.
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CDT Supervisor ToolCoach and Suppor t your Contac t Cente r Agents
CDT Supervisor toolkey functionality: Manage agent presence
and service statuses See and manage agent
queue login statuses See ongoing call details Listen ongoing call Coach agent Barge in Intercept Hang up Record call Activate ring-back for
monitored agent See number of pending
emails and retrieve them
CDT Supervisor tool allows to monitor, coach and support contact center agents using CDTor SAP Convergence softphone
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SAP BusinessObjects Dashboards using SAP BCM Data
SAP BusinessObjects Dashboards enables instant access to SAP BCM contact center metrics.SAP BusinessObjects Dashboards help you to design inspirational dashboards that can be deployed for exampleon wallboards in your customer service center.
Example dashboard:Continuous loop display of contactstatistics summarized on channelsSupports user-definable thresholdvalues for the displayed metrics.
User can define which queues areincluded to the channel summary
This dashboard is provided as anexample. SAP BCM customers andintegrators are expected to modify andcreate new dashboards.
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Reporting and Analysis tools
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SAP BCM ReportingArch i tec ture o verv iew
SAP BCM Reportingsolution scope overview
SAP BCM Reporting runs on Microsof t Windows Server 2008 64-bit Standard edition environment ontop of Microsoft SQL Server 2008 Standard 64-bit database
SAP BCM out-of-the-box reports are provided with SAP Business Objects WebIntelligence and alsowith Microsoft Reporting Services and reporting tools
Contact Center analytics are done with SAP BusinessObjects Explorer
Customer may use also other 3rd party reporting tools for viewing and analyzing reporting data
SAP Business ObjectsWebIntelligence
SAP BCM provides Data Universe model and report templates for Business Objects WebIntelligenceas part of SAP BCM installation package
SAP BCM 7 Reporting works with SAP Business Objects WebIntelligence version 4
SAP Business Objects WebIntelligence licenses need to be purchased separately
SAP Business Objects reporting server is installed separately
SAP Business Objects Explorer SAP BCM provides Data Universe model which is directly usable by SAP Business Objects Explorer
SAP Business Objects Explorer needs to be version 4
SAP Business Objects Explorer licenses need to be purchased separately
SAP Business Objects reporting server is installed separately
Microsoft Reporting Services SAP BCM provides report templates for MS Reporting Services as part of SAP BCM installationpackage
SAP BCM 7 Reporting works with MS Reporting Services tools, which are included in MS SQL Server2008 64-bit Standard
SAP NetWeaver BW SAP BCM provides Reporting Data Interface (RDI) for SAP CRM to retrieve contact center metricsfrom SAP BCM
SAP BCM sends the consolidated contact metrics and data, which SAP CRM links with correspondingInteraction Records
SAP CRM and SAP BW tools shall be used to build BCM related reports
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SAP BCM ReportingAnalyze Ident i fy Ad jus t Measure
Understand your customer behavior Analyze your productivity Reporting data convenientlyavailable in tools you like:
Know how, when and why yourcustomers are contacting you
Use contact volume reports to analyzeseasonal patterns in customer contactsand channels
Agent reports enables you to analyzeyour contact handling performance
See how you are meeting your servicelevel targets
Know who are your top performers
On your workstation thru your browser
On your iPad using SAP BusinessObjects Explorer
Combined with your other businessdata e.g. SAP BI
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SAP BCM ReportingOut-of-the-bo x repor ts dr i l l ing to essent ials
Report dimension Available out-of-the-box reportsService level andVolume Reports
Service levelService level (cumulative)
AnnualMonthlyWeekly
DailyHourlyQuarter-hourlyCall statisticsContact log
Agent Reports Contact handling times(annual, monthly, weekly and daily)Contact handling times per queue
(annual, monthly, weekly and daily)
Contact handling volumes(annual, monthly, weekly and daily)Work done
(monthly, weekly, daily and quarter-hourly)Queue and SkillReports
Queue serving(daily, hourly and quarter-hourly)
Queue skill(daily, hourly and quarter-hourly)
Script Result Reports Script resultsScript results per Queue
Script results per Agent Group and Agent
Outbound CampaignReports
Campaign calls (annual, monthly, daily)Campaign results (annual, monthly, daily)Classifier results (annual, monthly, daily)
Agent calls (annual, monthly, daily) Agent results (annual, monthly, daily)Script results (annual, monthly, daily)
SAP BCM out-of-the-box reports are provided with bothSAP Business Objects WebIntelligence and MicrosoftReporting Services reporting tools.
Customers may choose their preferred option or use other3rd party tool for reporting.
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SAP BCM Reporting withSAP Business Objects WebIntelligence
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SAP Business Objects WebIntelligence enables reporting users to view available reports, export reports to various
data formats and subscribe reports
SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence
Reporting user interface introduction
My Favorites folder for individuallysaved reports and report settings.
Location independent browser basedreporting user interface
List of available reports for user(according to set authorizations)
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence
Reporting user interface introductionSAP Business Objects WebIntelligence enables reporting users to view available reports, export reports to various
data formats and subscribe reports
Selection of report parameters. Thesecan be adjusted at any time whenviewing the report.
Available dimensions dynamicallyavailable based on data warehousecontents.
SAP BCM Reporting contains detailedmetrics of Contact Center application.
In addition, SAP BCM Reportingprovides metrics of various in-built andcustom IVRs.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Reporting user interface introduction
SAP Business Objects WebIntelligence enables reporting users to view available reports, export reports to various
data formats and subscribe reports
Track changes -functionality helpsvisualizing the changes when adjustingthe report parameters.
Green indicates which values arehigher and red which are lower after thechange.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Reporting user interface introduction
SAP Business Objects WebIntelligence enables reporting users to view available reports, export reports to various
data formats and subscribe reports
Possibility to adjust the look and feel ofthe graphics, columns of the table andsorting.
Possibility to edit the contents of thereports based on the data in SAP BCMReporting Data Warehouse
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Contac t Volum e Repo r ts
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume reports: Annual report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Annual volume reportShows incoming contact count onselected 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 of simultaneouscontacts
Drill down options monthly, weekly anddaily statistics.
Key statistics in summary and graphicalformat.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume reports: Monthly report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Monthly volume reportSame statistics as with annualreport, but on monthly level
Key statistics in graphical format.
Navigation options e.g. to weekly ordaily level statistics.
User can select the durations reportwith yellow columns to see also the
time related statistics.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume reports: Weekly report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Weekly volume reportSame statistics as with annual andmonthly reports, but on weekly level
Report provides queue specificstatistics on weekly level includingdurations and summaries of selectedqueues and applications.
User can select the durations reportwith yellow columns to see also thetime related statistics.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume 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 agentsare at work at the different weekdays.
Daily volume reportSame statistics as with other contactvolume reports, but on daily level
Report provides queue specificstatistics on daily level includingdurations and summaries of selectedqueues and applications.
User can drill down to hourly level of aspecific day.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume 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 agentsare at work at different times of day.
Hourly volume reportSame statistics as with other contactvolume reports, but on hourly level
User can drill down to quarter hourlylevel.
User can select the durations report
with yellow columns to see also thetime related statistics.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Volume reports: Quarter hourly report
Quarter hourly report shows how many contacts came in during each day on quarter hour level. It helps contact
center managers and supervisors e.g. to trace contact volume bursts that might have impacted on the service level.
Quarter hourly volume reportSame statistics as with other contactvolume reports, but on quarter hourlylevel
User candrill down to contact details level by
clicking quarter hour of interest,show durations in addition to contactvolumes, andopen up application and queue leveldetails if needed.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Service level report
Contact center managers can define service level rule e.g. answer 80% of calls within 20 seconds.
Service level report answers how well this target is met during selected day / week / month / year.
Service level report helps managersin following the service levels at dailyand monthly levelsshowing the patterns in the level ofincoming 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 to competition,abandonment of calls, costs, and otherbusiness related factors.
Corrective actions are needed when theservice level is too high or low.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Service level report (cumulative)
Service level cumulative report helps to compare service level performance with service level targets and thus
make decisions of agent resources
With this report manager canfind what has been the true servicelevel performance of the contactcenter on a given time framecompare actual performance to theservice level target and thus makedecisions of agent resources
Service level cumulative report showsthe corresponding numbers for contactsanswered on time and their relativeservice levels.
It also shows total number of handledand abandoned contacts on a selectedday (or days) in the intervals of actualwaiting times.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Scripting Statistics
Systematic collection and analysis of contact related information is essential in developing customer service.
Scripting statistics report provide the answer metrics over a defined time range.The scripting statistics show the data collected using CDT scripting, as well as data collected in IVR menus.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by agent groupand location
Script Result volume metrics show thevolume and distribution of answers pereach script question.
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Agent 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 activities such as serving customers,breaks/pause, meetings, etc ?
Agent Group and Agent (Summary level)Month / Week / Day / Hour / Quarterhour (Summary level)Profile name (Summary level)Working hours
Service time within M / W / D / H / QHReady time within M / W / D / H / QHNot Ready time within M / W / D / H / QHPause time within M / W / D / H / QHFirst logon and Last logoff time stamp withindefined reporting time period
Number of handled contactsCalls (in)Outbound callsConsultation callsInbound e-mails
ChatsCallbacksContact handling time
Talking timeTalking time (outbound)Consultation timeE-mail (inbound) handling timeChat timeCallback timeWrap-up time
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Agent reports: Contact handling time
Contact handling time report shows detailed contact handling statistics summarized on Group level, and further on
agent, time and Queue level.This report enables managers to analyze the contact handling differences between the teams.
Group (Summary level) Agent (Summary level)Year / Month / Week / Day (Summarylevel)QueueContacts handled within Y / M / W / DContact handling time
Average handling time within Y / M / W / DMax handling time within Y / M / W / DTotal handling time within Y / M / W / D
Wrap-up time Average wrap-up time within Y / M / W / DMax wrap-up time within Y / M / W / DTotal wrap-up time within Y / M / W / D
Possibility to filter the report with time,agents, agent groups, queues and channels
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Agent reports: Contact handling time per Queue
Contact handling time per Queue report shows detailed contact handling statistics summarized on Queue level, and
further on time, group and agent level.This report enables managers to analyze the contact handling differences between the queues.
Queue (Summary level)Year / Month / Week / Day (Summarylevel)Group (Summary level)
AgentContacts handled within Y / M / W / DContact handling time
Average handling time within Y / M / W / DMax handling time within Y / M / W / DTotal handling time within Y / M / W / D
Wrap-up time Average wrap-up time within Y / M / W / DMax wrap-up time within Y / M / W / DTotal wrap-up time within Y / M / W / D
Possibility to filter the report with time,agents, agent groups, queues and channels
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Agent reports: Contact handling Volumes
Contact handling time per Queue report shows detailed contact handling volume statistics summarized on Group
and Agent levels.This report enables managers to review the contact handling performance of individual agents.
Group and Agent (Summary level)Call Contacts per group and agent
Number of allocated callsNumber of handled calls and handling-%Number of rejected callsNumber of non-answered calls (timeout)
Average response timeNumber of outbound callsNumber of consultation calls
E-mail contacts per group and agentNumber of allocated e-mailsNumber of handled e-mails and handling-%
Average response timeNumber of sent emails
Chat contacts per group and agentNumber of allocated chatsNumber of handled chats and handling-%
Average response timeCallback contacts per group and agent
Number of allocated callbacksNumber of handled callbacks and handling-%
Average response timeSMS
Number of sent SMS messages
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Queue reports: Queue Serving
Queue Serving report shows how well contact center is serving the business.
With this report the managers can show how available the contact center has been from the business perspective.The report also provides interesting view to customer service from the queues perspective.
Queue (Summary level)Day / Hour / Quarter hour (Summarylevel)Serving agents
Average number of serving agents within D /H / QH
Minimum number of serving agents within D/ H / QHMaximum number of serving agents withinD / H / QHMinimum number of free agents within D / H/ QHMaximum number of free agents within D /H / QH
Time with Not Available AgentsCumulative time with no serving agentswithin D / H / QHCumulative time with no free agents withinD / H / QH
Time with serving agentsTotal handling time within D / H / QHTotal wrap-up time within D / H / QHTotal waiting time within D / H / QHTotal not-ready time within D / H / QHTotal pause time within D / H / QH
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Queue reports: Skills match
Skills Match report shows what type of skills has been demanded by the arrived contacts and how well contact
center has been able to meet the skills demands. With this report managers can see if they have the right type ofskills in the contact center and if the skills based routing is delivering expected results.
Queue (Summary level)Day / Hour / Quarter hour (Summarylevel)Skill and skill level
Number of contacts demanding the skillcombination and level within D / H / QHSkills match % within D / H / QHThe skills match percentage is showing
contact centers ability to meet the skillsdemands.
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Outboun d Repo r t s
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Campaign Calls
Campaign Calls report shows the call list handling performance and metrics on a defined time scale.
The report helps contact center and marketing managers to analyze the campaign progress as well as compare thecall handling metrics of different outbound campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignCampaign handling summary
Number of allocated customers within Y / M/ D
Dialled calls within Y / M / D Answered calls within Y / M / DTotal handled customers within Y / M / DCumulative number of handled customersNot handled customers within Y / M / D
Handling durationsTotal logged on time within Y / M / DTotal waiting time within Y / M / D
Average waiting time within Y / M / DTotal preview time within Y / M / D
Average preview time within Y / M / DTotal calling time within Y / M / D
Average calling time within Y / M / DTotal talking time within Y / M / D
Average talking time within Y / M / DTotal wrap-up time within Y / M / D
Average wrap-up time within Y / M / DTotal pause time within Y / M / D
Average pause time within Y / M / DTalking ratio within Y / M / D
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Campaign Results
Campaign Results report provides the summary data of campaign results.
The report helps contact center and marketing managers to analyze the campaign results, in other terms successfuloutcome of the calls, and compare the results with other campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignCampaign handling summary
Total handled customers within Y / M / DCumulative number of handled customers
Not handled customers within Y / M / DCampaign details
Allocated customers within Y / M / DDialled calls within Y / M / D
Answered calls within Y / M / DRight customer reached within Y / M / DNumber of refusals within Y / M / DMax retries reached within Y / M / DRejected customers within Y / M / DWrong numbers within Y / M / DHandled thru other reason within Y / M / D
Campaign resultsSuccessful calls within Y / M / DOrder value within Y / M / DCampaign gain % of all customersCampaign gain % of reached customers
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Classifier report
Classifier report shows the outcome of the call attempts within a defined time frame.
This report helps the managers to analyze the quality of the call lists.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignNumber of allocated customersCall results
Customer results as provided by dialer
(based on campaign specific customerresults)Call results as classified by agents(based on campaign specific call results)Number of calls of each customer and callresult combination within Y / M / DPercentual distribution of results
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Script Report
Outbound script report provides the agent scripting results per individual outbound campaign.
With this report mangers can analyze the business outcome of the campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Number of Answered callswithin Y / M / D (Summary level)Number of saved scripts within Y / M / DPercentual amount of saved scripts peranswered callsScript name (Summary level)Script Question (as defined in scriptingtool)Script Answers (as defined in scriptingtool)Number of answersNumber of answers per answered callsNumber of answers per saved scripts
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Agent Calls
Agent Calls report shows the call list handling performance and metrics on a defined time scale per group and
individual agent.The report helps contact center managers to analyze agent productivity in outbound campaigns.
Year / Month / Day (Summary level)Group (Summary Level)
Agent Name (Summary level)Campaign NameTotal number of customers in campaignCampaign handling summary(per agent)
Allocated customers within Y / M / DDialled calls within Y / M / D
Answered calls within Y / M / DTotal handled customers within Y / M / D
Handling durations (per agent)Total logged on time within Y / M / DTotal waiting time within Y / M / D
Average waiting time within Y / M / DTotal preview time within Y / M / D
Average preview time within Y / M / DTotal calling time within Y / M / D
Average calling time within Y / M / DTotal talking time within Y / M / D
Average talking time within Y / M / DTotal wrap-up time within Y / M / D
Average wrap-up time within Y / M / DTotal pause time within Y / M / D
Average pause time within Y / M / DTalking ratio within Y / M / D
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Agent Classifier Report
Classifier report shows the outcome of the call attempts for each agent within a defined time frame.
The report helps contact center managers to analyze agent productivity in outbound campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)
Agent Name (Summry Level)Total number of customers in campaignNumber of allocated customersCall results (per agent)
Customer results as provided by dialer(based on campaign specific customerresults)Call results as classified by agents(based on campaign specific call results)Number of calls of each customer and callresult combination within Y / M / DPercentual distribution of results
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SAP BCM Repo rt ing w i th SAP Bus iness Objects WebInte l l igence Outbound reports: Agent Results
Agent Results report provides the summary data of campaign results on individual agent level.
The report helps contact center managers to compare agent productivity and dialogue skills.
Year / Month / Day (Summary level)Group (Summary level)
Agent Name (Summary Level)Campaign NameCampaign details (per agent)
Allocated customers within Y / M / D
Dialled calls within Y / M / D Answered calls within Y / M / D Answer-% within Y / M / DTotal handled customers within Y / M / DRight customer reached within Y / M / DNumber of refusals within Y / M / DScheduled redials within Y / M / DSkipped customers within Y / M / DRejected customers within Y / M / DWrong numbers within Y / M / DHandled thru other reason within Y / M / D
Campaign results (per agent)Successful calls within Y / M / DOrder value within Y / M / D
Agent gain % of all handled customers Agent gain % of reached customers
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SAP BCM ReportingMicros of t Repor t in g Serving b ased repor ts
Microsoft Reporting Services enables reporting users to view available reports, export reports
to various data formats and subscribe report
Location independent browserbased reporting user interface
List of available reports for user(according to set authorizations)
Report search options enables userto select appropriate reportschedule and content
With export functionality user canexport report to various file formats
Most reports are provided both innumeric and graphical format
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Annual report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Annual volume reportShows incoming contact count onselected applications (e.g.departments) and channel(s)Handling statistics with option toshow also handling durations
Number of false attempt andabandoned statisticsNumber of contacts arrived whileservice was closedMaximum number of simultaneouscontacts
Drill down options monthly, weekly and
daily statistics.
Key statistics in summary and graphicalformat.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Monthly report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Monthly volume reportSame statistics as with annualreport, but on monthly level
Key statistics in graphical format.
Navigation options e.g. to weekly ordaily level statistics.
User can select the durations reportwith yellow columns to see also thetime related statistics.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Weekly report
Annual, monthly and weekly contacts volume report shows the seasonal patterns in number of contacts received
and the trend in the number of contacts.It also allows user to drill down to more granular level statistics according to business needs.
Weekly volume reportSame statistics as with annual andmonthly reports, but on weekly level
Report provides queue specificstatistics on weekly level includingdurations and summaries of selectedqueues and applications.
User can select the durations reportwith yellow columns to see also thetime related statistics.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume 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 agentsare at work at the different weekdays.
Daily volume reportSame statistics as with other contactvolume reports, but on daily level
Report provides queue specificstatistics on daily level includingdurations and summaries of selectedqueues and applications.
User can drill down to hourly level of aspecific day.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Quarter hourly report
Quarter hourly report shows how many contacts came in during each day on quarter hour level. It helps contact
center managers and supervisors e.g. to trace contact volume bursts that might have impacted on the service level.
Quarter hourly volume reportSame statistics as with other contactvolume reports, but on quarter hourlylevel
User candrill down to contact details level byclicking quarter hour of interest,show durations in addition to contactvolumes, andopen up application and queue leveldetails if needed.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Contact log report
The contact log report is a list of all contacts in SAP BCM, covering all contacts handled by an agent, by IVR and
also unanswered contacts.This report can be used as a source for detailed information about all incoming and outgoing contacts.
Contact log report contentDay
Application (Contact Center, IVRs)QueueChannel
Agent who handled contact
Contact start timeContact end timeCustomer number / address(Source)DestinationQueue time (Waiting time)Talking time (Handling time)Wrap-up timeCurrent contact status (handled, in
process, abandoned, etc)
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Service level report
Contact center managers can define service level rule e.g. answer 80% of calls within 20 seconds.
Service level report answers how well this target is met during selected day / week / month / year.
Service level report helps managersin following the service levels at dailyand monthly levelsshowing the patterns in the level ofincoming calls at daily, weekly,monthly, and annual levels
measuring the length of callsand monitoring the time spent ondifferent activities by the contactcenter agents.
The service level shall be reviewedperiodically with respect to competition,abandonment of calls, costs, and otherbusiness related factors.
Corrective actions are needed when theservice level is too high or low.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Service level report (cumulative)
Service level cumulative report helps to compare service level performance with service level targets and thus
make decisions of agent resources
With this report manager canfind what has been the true servicelevel performance of the contactcenter on a given time framecompare actual performance to theservice level target and thus make
decisions of agent resources
Service level cumulative report showsthe corresponding numbers for contactsanswered on time and their relative
service levels.
It also shows total number of handledand abandoned contacts on a selectedday (or days) in the intervals of actualwaiting times.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Script Result - Volume
Systematic collection and analysis of contact related information is essential in developing customer service.
Scripting statistics report provide the answer metrics over a defined time range.The scripting statistics show the data collected using CDT scripting, as well as data collected in IVR menus.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by agent group
and individual agentPossibility to filter by question and byanswer.
Script Result volume metrics show thevolume and distribution of answers pereach script question.
The script statistics data is availableboth in tabular and graphical format.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Script Result - Queue Volume
Systematic collection and analysis of contact related information is essential in developing customer service.Script Results Queue Volume report provide the answer metrics over a defined time range, listed on queue level.The scripting statistics show the data collected using CDT scripting, as well as data collected in IVR menus.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by script, question
and by answer.
Script Result volume metrics show thevolume and distribution of answers pereach script question.
The script statistics data is availableboth in tabular and graphical format.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Script Result - Queue Volume per Day
Systematic collection and analysis of contact related information is essential in developing customer service.Script Results Queue Volume per Day report provide the answer metrics over a defined time range, listed on dayand queue level.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by script, question
and by answer.
Script Result volume metrics show thevolume and distribution of answers pereach script question.
The script statistics data is availableboth in tabular and graphical format.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Script Result - Agent Group Volume
Script Results Agent Group Volume report provide the answer metrics over a defined time range, listed on AgentGroup level. This report helps the managers to compare the script results / IVR based customer satisfaction surveyresults between agent groups.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by agent group
Possibility to filter by script, questionand by answer.
Script Result volume metrics show thevolume and distribution of answers pereach script question.
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Script Result - Agent Volume
Script Results Agent Volume report provide the answer metrics over a defined time range, listed on Agent level.This report helps the managers to compare the script results / IVR based customer satisfaction survey resultsbetween agents.
Scripting statisticsDefine the time frame for scriptstatisticsPossibility to filter by queue andapplication (contact center, IVRs)Possibility to filter by agent group
and agentPossibility to filter by script, questionand by answer.
Script Result volume metrics show thevolume and distribution of answers pereach script question.
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Ag ent Repo r t s
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Agent 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 activities such as serving customers,breaks/pause, meetings, etc ?
Agent Group and Agent (Summary level)Month / Week / Day / Hour / Quarterhour (Summary level)Profile name (Summary level)Working hours
Service time within M / W / D / H / QH
Ready time within M / W / D / H / QHNot Ready time within M / W / D / H / QHPause time within M / W / D / H / QHFirst logon and Last logoff time stamp withindefined reporting time period
Number of handled contactsCalls (in)Outbound callsConsultation callsInbound e-mailsChatsCallbacks
Contact handling timeTalking timeTalking time (outbound)Consultation timeE-mail (inbound) handling timeChat timeCallback timeWrap-up time
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Agent reports: Contact handling time
Contact handling time report shows detailed contact handling statistics summarized on Group level, and further onagent, time and Queue level.This report enables managers to analyze the contact handling differences between the teams.
Group (Summary level) Agent (Summary level)Year / Month / Week / Day (Summarylevel)QueueContacts handled within Y / M / W / D
Contact handling time Average handling time within Y / M / W / DMax handling time within Y / M / W / DTotal handling time within Y / M / W / D
Wrap-up time Average wrap-up time within Y / M / W / DMax wrap-up time within Y / M / W / DTotal wrap-up time within Y / M / W / D
Possibility to filter the report with time,agents, agent groups, queues and channels
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SAP BCM Report ing w i th Microso f t Repo r t ing Services Agent reports: Contact handling Volumes
Contact handling time per Queue report shows detailed contact handling volume statistics summarized on Groupand Agent levels.This report enables managers to review the contact handling performance of individual agents.
Group and Agent (Summary level)Call Contacts per group and agent
Number of allocated callsNumber of handled calls and handling-%Number of rejected callsNumber of non-answered calls (timeout)
Average response timeNumber of outbound callsNumber of consultation calls
E-mail contacts per group and agentNumber of allocated e-mailsNumber of handled e-mails and handling-%
Average response timeNumber of sent emails
Chat contacts per group and agentNumber of allocated chatsNumber of handled chats and handling-%
Average response timeCallback contacts per group and agent
Number of allocated callbacksNumber of handled callbacks and handling-%
Average response timeSMS
Number of sent SMS messages
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Queue Repo r ts
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S C epo t gw t c oso t epo t gSe v ces Queue reports: Queue Serving
Queue Serving report shows how well contact center is serving the business.With this report the managers can show how available the contact center has been from the business perspective.The report also provides interesting view to customer service from the queues perspective.
Queue (Summary level)Day / Hour / Quarter hour (Summarylevel)Serving agents
Average number of serving agents within D /H / QHMinimum number of serving agents within D/ H / QHMaximum number of serving agents withinD / H / QHMinimum number of free agents within D / H/ QHMaximum number of free agents within D /H / QH
Time with Not Available AgentsCumulative time with no serving agentswithin D / H / QH
Cumulative time with no free agents withinD / H / QH
Time with serving agentsTotal handling time within D / H / QHTotal wrap-up time within D / H / QHTotal waiting time within D / H / QHTotal not-ready time within D / H / QHTotal pause time within D / H / QH
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Queue reports: Skills match
Skills Match report shows what type of skills has been demanded by the arrived contacts and how well contactcenter has been able to meet the skills demands. With this report managers can see if they have the right type ofskills in the contact center and if the skills based routing is delivering expected results.
Queue (Summary level)Day / Hour / Quarter hour (Summarylevel)Skill and skill level
Number of contacts demanding the skillcombination and level within D / H / QHSkills match % within D / H / QHThe skills match percentage is showingcontact centers ability to meet the skillsdemands.
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Outboun d Repo r t s
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Outbound reports: Campaign Calls
Campaign Calls report shows the call list handling performance and metrics on a defined time scale.The report helps contact center and marketing managers to analyze the campaign progress as well as compare thecall handling metrics of different outbound campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignCampaign handling summary
Number of allocated customers within Y / M/ DDialled calls within Y / M / D
Answered calls within Y / M / DTotal handled customers within Y / M / DCumulative number of handled customersNot handled customers within Y / M / D
Handling durationsTotal logged on time within Y / M / DTotal waiting time within Y / M / D
Average waiting time within Y / M / DTotal preview time within Y / M / D
Average preview time within Y / M / D
Total calling time within Y / M / D Average calling time within Y / M / DTotal talking time within Y / M / D
Average talking time within Y / M / DTotal wrap-up time within Y / M / D
Average wrap-up time within Y / M / DTotal pause time within Y / M / D
Average pause time within Y / M / DTalking ratio within Y / M / D
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Outbound reports: Campaign Results
Campaign Results report provides the summary data of campaign results.The report helps contact center and marketing managers to analyze the campaign results, in other terms successfuloutcome of the calls, and compare the results with other campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignCampaign handling summary
Total handled customers within Y / M / DCumulative number of handled customersNot handled customers within Y / M / D
Campaign details Allocated customers within Y / M / DDialled calls within Y / M / D
Answered calls within Y / M / DRight customer reached within Y / M / DNumber of refusals within Y / M / DMax retries reached within Y / M / DRejected customers within Y / M / DWrong numbers within Y / M / DHandled thru other reason within Y / M / D
Campaign resultsSuccessful calls within Y / M / DOrder value within Y / M / DCampaign gain % of all customersCampaign gain % of reached customers
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Outbound reports: Classifier report
Classifier report shows the outcome of the call attempts within a defined time frame.This report helps the managers to analyze the quality of the call lists.
Year / Month / Day (Summary level)Campaign Name (Summary level)Total number of customers in campaignNumber of allocated customersCall results
Customer results as provided by dialer(based on campaign specific customerresults)Call results as classified by agents(based on campaign specific call results)Number of calls of each customer and callresult combination within Y / M / DPercentual distribution of results
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Outbound reports: Script Report
Outbound script report provides the agent scripting results per individual outbound campaign.With this report mangers can analyze the business outcome of the campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)Number of Answered callswithin Y / M / D (Summary level)Number of saved scripts within Y / M / D%-amount of saved scripts per answered
callsScript name (Summary level)Script Question (as defined in scriptingtool)Script Answers (as defined in scriptingtool)Number of answersNumber of answers per answered callsNumber of answers per saved scripts
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Outbound reports: Agent Classifier Report
Classifier report shows the outcome of the call attempts for each agent within a defined time frame.The report helps contact center managers to analyze agent productivity in outbound campaigns.
Year / Month / Day (Summary level)Campaign Name (Summary level)
Agent Name (Summry Level)Total number of customers in campaignNumber of allocated customersCall results (per agent)
Customer results as provided by dialer(based on campaign specific customerresults)Call results as classified by agents(based on campaign specific call results)Number of calls of each customer and callresult combination within Y / M / DPercentual distribution of results
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Outbound reports: Agent Results
Agent Results report provides the summary data of campaign results on individual agent level.The report helps contact center managers to compare agent productivity and dialogue skills.
Year / Month / Day (Summary level)Group (Summary level)
Agent Name (Summary Level)Campaign NameCampaign details (per agent)
Allocated customers within Y / M / DDialled calls within Y / M / D
Answered calls within Y / M / D Answer-% within Y / M / DTotal handled customers within Y / M / DRight customer reached within Y / M / DNumber of refusals within Y / M / DScheduled redials within Y / M / DSkipped customers within Y / M / DRejected customers within Y / M / DWrong numbers within Y / M / DHandled thru other reason within Y / M / D
Campaign results (per agent)Successful calls within Y / M / DOrder value within Y / M / D
Agent gain % of all handled customers Agent gain % of reached customers
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SAP BusinessObjects Explorer for
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SAP BCM Contact Center
Access any contact center data Type in contact center term to startexploring data Queue Name or Waitingtime
Access contact center data directly fromSAP BCM Reporting data warehouseNo report or data model knowledgerequired
Visual exploration of contactcenter data
Look at top N values, sort or filter the data Automatic chart generationInteract with the data
Share contact center insightSend link by email or as bookmarkUse the link as starting point for furthercontact center analysis
Access contact center data from iPhone oriPad
Reporting Data Integration
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Reporting Data Integration
SAP BCM
SAP CRM
Consolidated contacthandling data: 4 x15 minutes data sets
every 1 hour Highly granular contact
metrics from all in-andoutbound channels
Contact data is mapped inCRM with customer data
Reporting data interface Reporting data integration enables blended analytics
SAP BCM sends consolidated contact handling data to CRM.
All channels covered (calls, emails, chat, action items)
Highly granular data of individual contact events includingtransfer events, consultation calls, conference calls andvarious call status situations
Contact data is mapped in SAP CRM with business partner
SAP CRM analytics enable blended analytics, e.g.
Contact intensity of customers and products
Net revenue value per contact
Correlation of service level and customer satisfaction
Dashboards in SAP BCM and SAP CRM
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Dashboards in SAP BCM and SAP CRM
SAP BCM Online Monitoring provides real-timeinformation of your contact channels and agents
SAP CRM Dashboards provide information of yourprocess efficiency
Monitor your service levels and contact volumes in real-time
Know how your agents are performing in your inboundchannels and outbound campaigns
Adjust your agent assignments on-the-fly
Use Service Dashboards to monitor how you are progressingwith your service tickets
Sales Dashboards show your real-time performance in meetingthe sales targets
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No part of this publication may be reproduced or transmitted in any form or for any purposewithout the express permission of SAP AG. The information contained herein may bechanged without prior notice.
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2012 SAP AG. Alle Rechte vorbehalten.
Weitergabe und Vervielfltigung dieser Publikation oder von Teilen daraus sind, zuwelchem Zweck und in welcher Form auch immer, ohne die ausdrckliche schriftlicheGenehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationenknnen ohne vorherige Ankndigung gendert werden.
Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte knnenSoftwarekomponenten auch anderer Softwarehersteller enthalten.
Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken derMicrosoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x,System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power
Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA,pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP,
RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli,Informix und Smarter Planet sind Marken oder eingetragene Marken der IBM Corporation.
Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Lndern.
Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetrageneMarken von Adobe Systems Incorporated in den USA und/oder anderen Lndern.
Oracle und Java sind eingetragene Marken von Oracle und/oder ihrerTochtergesellschaften.
UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWinsind Marken oder eingetragene Marken von Citrix Systems, Inc.
HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C ,World Wide Web Consortium, Massachusetts Institute of Technology.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C,Retina, Safari, Siri und Xcode sind Marken oder eingetragene Marken der Apple Inc.
IOS ist eine eingetragene Marke von Cisco Systems Inc.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerryTorch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook und BlackBerry AppWorld sind Marken oder eingetragene Marken von Research in Motion Limited.
Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps,Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync,Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik und Android sindMarken oder eingetragene Marken von Google Inc.
INTERMEC ist eine eingetragene Marke der Intermec Technologies Corporation.
Wi-Fi ist eine eingetragene Marke der Wi-Fi Alliance.
Bluetooth ist eine eingetragene Marke von Bluetooth SIG Inc.
Motorola ist eine eingetragene Marke von Motorola Trademark Holdings, LLC.
Computop ist eine eingetragene Marke der Computop Wirtschaftsinformatik GmbH.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,StreamWork, SAP HANA und weitere im Text erwhnte SAP -Produkte und-Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Markender SAP AG in Deutschland und anderen Lndern.
Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports,Crystal Decisions, Web Intelligence, Xcelsius und andere im Text erwhnte Business -Objects- Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Markenoder eingetragene Marken der Business Objects Software Ltd. Business Objects ist einUnternehmen der SAP AG.
Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Texterwhnte Sybase -Produkte und -Dienstleistungen sowie die entsprechenden Logos sindMarken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen derSAP AG.
Crossgate, m@gic EDDY, B2B 360
, B2B 360
Services sind eingetragene Marken derCrossgate AG in Deutschland und anderen Lndern. Crossgate ist ein Unternehmen derSAP AG.
Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligenFirmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informations-zwecken. Produkte knnen lnderspezifische Unterschiede aufweisen.
Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe undVervielfltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck undin welcher Form auch immer, nur mit ausdrcklicher schriftlicher Genehmigung durch
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