SAP BCM 7 Contact Center Reporting and Analytics

8/11/2019 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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2012 SAP AG. All rights reserved. 2

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


8/91 2012 SAP AG. All rights reserved. 8

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



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



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



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.



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



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



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


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



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



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



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



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




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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.


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)


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 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





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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 Reporting withMicrosoft Reporting Services


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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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Contac t Volum eRepor ts


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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Annual report



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



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.



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SAP BCM Report ing w i th Microso f t Repo r t ing Services Volume reports: Weekly report



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.



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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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SAPBCMR i i hMi f R i S i


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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.

SAPBCMR i i hMi f R i S i


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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)

SAPBCMR ti i thMi f tR t i S i


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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.

SAPBCMR ti i thMi f tR t i S i


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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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SAPBCMReport ingw ithMicroso f tRepo r t ingServices


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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.


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.





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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.





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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.


Possibility to filter by script, questionand by answer.




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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.


and agentPossibility to filter by script, questionand by answer.


SAP BCM Reporting with


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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




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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

SAP BCM Report ing w i th Microso f t Repo r t ing Services


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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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p g p g

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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p g p g

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.


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 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






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p g p g

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.


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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p g p g

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




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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)




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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)


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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p gSAP Business Objects Explorer

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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SAP BCM 7 Contact Center Reporting and Analytics

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