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SAP BCM Product Management

August, 2012
SAP BCM 7
Contact Center Reporting and Analytics

2012 SAP AG. All rights reserved. 2
Do you know how well your customer service is
performing?
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Do you know what is happening in your customer
service?
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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 time
One 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
2012 SAP AG. All rights reserved. 5
SAP BCM Reporting and Online Monitoring
Key Capabilities
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 statistics
SAP 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 the
ability to monitor, control and manage
operations and people based on blended
analytics combining communications
and business metrics.
2012 SAP AG. All rights reserved. 6
SAP BCM Online Monitoring and Reporting
Architecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engine
Agent presence
Agent skills Chat channels
Email channels
Voice channels
Queue status
Data Collector (DC)
Online Monitoring
Data
Data Universe
SAP BCM
Data Warehouse Data Staging Area
Data Universe 2 1 n
IP Deskphones External agents IVRs Softphones PSTN gateways
SAP BCM
Online Monitoring
SAP BusinessObjects
Dashboards
SAP BusinessObjects
WebIntelligence
SAP BusinessObjects
Explorer
Microsoft
Reporting Services
SAP
NetWeaver BW
Reporting Data
Interface (RDI)
SAPphone BCM
interface
SAPphone RFC
interface
SAP CRM
SAP NetWeaver
Business Warehouse
MS SQL 2008 MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP BCM responsibility
Supervisor and Monitoring tools
2012 SAP AG. All rights reserved. 8
SAP BCM Online Monitoring and Reporting
Architecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engine
Agent presence
Agent skills Chat channels
Email channels
Voice channels
Queue status
Data Collector (DC)
Online Monitoring
Data
Data Universe
SAP BCM
Data Warehouse Data Staging Area
Data Universe 2 1 n
IP Deskphones External agents IVRs Softphones PSTN gateways
SAP BCM
Online Monitoring
SAP BusinessObjects
Dashboards
SAP BusinessObjects
WebIntelligence
SAP BusinessObjects
Explorer
Microsoft
Reporting Services
SAP
NetWeaver BW
Reporting Data
Interface (RDI)
SAPphone BCM
interface
SAPphone RFC
interface
SAP CRM
SAP NetWeaver
Business Warehouse
MS SQL 2008 MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP BCM responsibility
2012 SAP AG. All rights reserved. 9
Online Monitoring
Monitor your Contact Center service performance in real-time
Identify customer service situation
and bottlenecks in real time
Monitor, support and manage
agents and teams
Follow-up Outbound Campaigns
results on-the-fly
Contact volumes in different services
Staffing and agent activities /statuses
Service Alarms based on monitoring
user defined configuration
Adjust department and teams level
operations via Monitoring and/or
System Configurator tools
For example queue assignments, skill
requirements, 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 Monitoring
Get notified about abnormal Contact Center service situations
Create personalized system status
bar views
Define alarm threshold levels Receive notification once set alarm
threshold is exceeded
Create personalized system status bar
views to quickly change monitoring
perspective
For example create separate calls,
emails and chat channels related
system status bar views
Define appropriate alarm threshold
levels per queue
Number of contacts in queue, longest
waiting time and number of logged in
agents in queue
Queue alarm view pop-up automatically
once set alarm threshold level is
exceeded
Helps to notify bottlenecks immediately
Take corrective actions on-the-fly
2012 SAP AG. All rights reserved. 11
Online Monitoring
Monitor Outbound Campaigns status and performance
Online Monitoring user can monitor Outbound Campaigns and related agents status and
performance in real time
Online Monitoring user can
search for one or multiple
campaigns and monitor
campaigns status in real
time.

Agent statistics are shown
once Online Monitoring
user clicks some Campaign
for further analysis.

Volume selection shows
campaigns and agents
related handled, order,
refusal, redial, etc. counts.
Durations selection shows
outbound calls related call
durations.
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CDT Supervisor Tool
Coach and Support your Contact Center Agents
CDT Supervisor tool
key 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 CDT
or SAP Convergence softphone
2012 SAP AG. All rights reserved. 13
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 example
on wallboards in your customer service center.
Example dashboard:
Continuous loop display of contact
statistics summarized on channels
Supports user-definable threshold
values for the displayed metrics.
User can define which queues are
included to the channel summary
This dashboard is provided as an
example. SAP BCM customers and
integrators are expected to modify and
create new dashboards.
Reporting and Analysis tools
2012 SAP AG. All rights reserved. 15
SAP BCM Online Monitoring and Reporting
Architecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engine
Agent presence
Agent skills Chat channels
Email channels
Voice channels
Queue status
Data Collector (DC)
Online Monitoring
Data
Data Universe
SAP BCM
Data Warehouse Data Staging Area
Data Universe 2 1 n
IP Deskphones External agents IVRs Softphones PSTN gateways
SAP BCM
Online Monitoring
SAP BusinessObjects
Dashboards
SAP BusinessObjects
WebIntelligence
SAP BusinessObjects
Explorer
Microsoft
Reporting Services
SAP
NetWeaver BW
Reporting Data
Interface (RDI)
SAPphone BCM
interface
SAPphone RFC
interface
SAP CRM
SAP NetWeaver
Business Warehouse
MS SQL 2008 MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP BCM responsibility
2012 SAP AG. All rights reserved. 16
SAP BCM Reporting
Architecture overview
SAP BCM Reporting
solution scope overview
SAP BCM Reporting runs on Microsoft Windows Server 2008 64-bit Standard edition environment on
top of Microsoft SQL Server 2008 Standard 64-bit database
SAP BCM out-of-the-box reports are provided with SAP Business Objects WebIntelligence and also
with 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 Objects
WebIntelligence
SAP BCM provides Data Universe model and report templates for Business Objects WebIntelligence
as 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 installation
package
SAP BCM 7 Reporting works with MS Reporting Services tools, which are included in MS SQL Server
2008 64-bit Standard
SAP NetWeaver BW SAP BCM provides Reporting Data Interface (RDI) for SAP CRM to retrieve contact center metrics
from SAP BCM
SAP BCM sends the consolidated contact metrics and data, which SAP CRM links with corresponding
Interaction Records
SAP CRM and SAP BW tools shall be used to build BCM related reports
2012 SAP AG. All rights reserved. 17
SAP BCM Reporting
Analyze Identify Adjust Measure
Understand your customer behavior Analyze your productivity Reporting data conveniently
available in tools you like:
Know how, when and why your
customers are contacting you
Use contact volume reports to analyze
seasonal patterns in customer contacts
and channels
Agent reports enables you to analyze
your contact handling performance
See how you are meeting your service
level targets
Know who are your top performers
On your workstation thru your browser
On your iPad using SAP Business
Objects Explorer
Combined with your other business
data e.g. SAP BI
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SAP BCM Reporting
Out-of-the-box reports drilling to essentials
Report dimension Available out-of-the-box reports

Service level and
Volume Reports
Service level
Service level (cumulative)
Annual
Monthly
Weekly
Daily
Hourly
Quarter-hourly
Call statistics
Contact 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 Skill
Reports
Queue serving
(daily, hourly and quarter-hourly)
Queue skill
(daily, hourly and quarter-hourly)
Script Result Reports
Script results
Script results per Queue
Script results per Agent Group and Agent
Outbound Campaign
Reports
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 both
SAP Business Objects WebIntelligence and Microsoft
Reporting Services reporting tools.
Customers may choose their preferred option or use other
3rd party tool for reporting.
SAP BCM Reporting with
SAP 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 Reporting with SAP Business Objects WebIntelligence
Reporting user interface introduction
My Favorites folder for individually
saved reports and report settings.
Location independent browser based
reporting user interface
List of available reports for user
(according to set authorizations)
2012 SAP AG. All rights reserved. 21
SAP BCM Reporting with SAP Business Objects WebIntelligence
Reporting user interface introduction
SAP Business Objects WebIntelligence enables reporting users to view available reports, export reports to various
data formats and subscribe reports
Selection of report parameters. These
can be adjusted at any time when
viewing the report.
Available dimensions dynamically
available based on data warehouse
contents.
SAP BCM Reporting contains detailed
metrics of Contact Center application.

In addition, SAP BCM Reporting
provides metrics of various in-built and
custom IVRs.
2012 SAP AG. All rights reserved. 22
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 helps
visualizing the changes when adjusting
the report parameters.
Green indicates which values are
higher and red which are lower after the
change.
2012 SAP AG. All rights reserved. 23
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 of
the graphics, columns of the table and
sorting.
Possibility to edit the contents of the
reports based on the data in SAP BCM
Reporting Data Warehouse
SAP BCM Reporting with
SAP Business Objects WebIntelligence
Contact Volume Reports
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SAP BCM Reporting with SAP Business Objects WebIntelligence
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 report
Shows incoming contact count on
selected applications (e.g.
departments) and channel(s)
Handling statistics with option to
show also handling durations
Number of false attempt and
abandoned statistics
Number of contacts arrived while
service was closed
Maximum number of simultaneous
contacts
Drill down options monthly, weekly and
daily statistics.
Key statistics in summary and graphical
format.
2012 SAP AG. All rights reserved. 26
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 report
Same statistics as with annual
report, but on monthly level
Key statistics in graphical format.
Navigation options e.g. to weekly or
daily level statistics.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 27
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 report
Same statistics as with annual and
monthly reports, but on weekly level
Report provides queue specific
statistics on weekly level including
durations and summaries of selected
queues and applications.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 28
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 agents
are at work at the different weekdays.
Daily volume report
Same statistics as with other contact
volume reports, but on daily level
Report provides queue specific
statistics on daily level including
durations and summaries of selected
queues and applications.
User can drill down to hourly level of a
specific day.
2012 SAP AG. All rights reserved. 29
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 agents
are at work at different times of day.
Hourly volume report
Same statistics as with other contact
volume reports, but on hourly level
User can drill down to quarter hourly
level.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 30
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 report
Same statistics as with other contact
volume reports, but on quarter hourly
level
User can
drill down to contact details level by
clicking quarter hour of interest,
show durations in addition to contact
volumes, and
open up application and queue level
details if needed.
2012 SAP AG. All rights reserved. 31
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 content
Day
Application (Contact Center, IVRs)
Queue
Channel
Agent who handled contact
Contact start time
Contact end time
Customer number / address
(Source)
Destination
Queue time (Waiting time)
Talking time (Handling time)
Wrap-up time
Current contact status (handled, in
process, abandoned, etc)
2012 SAP AG. All rights reserved. 32
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 managers
in following the service levels at daily
and monthly levels
showing the patterns in the level of
incoming calls at daily, weekly,
monthly, and annual levels
measuring the length of calls
and monitoring the time spent on
different activities by the contact
center agents.
The service level shall be reviewed
periodically with respect to competition,
abandonment of calls, costs, and other
business related factors.

Corrective actions are needed when the
service level is too high or low.

2012 SAP AG. All rights reserved. 33
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 can
find what has been the true service
level performance of the contact
center on a given time frame
compare actual performance to the
service level target and thus make
decisions of agent resources
Service level cumulative report shows
the corresponding numbers for contacts
answered on time and their relative
service levels.

It also shows total number of handled
and abandoned contacts on a selected
day (or days) in the intervals of actual
waiting times.
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SAP BCM Reporting with SAP Business Objects WebIntelligence
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 statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by agent group
and location
Script Result volume metrics show the
volume and distribution of answers per
each script question.
SAP BCM Reporting with
SAP Business Objects WebIntelligence
Agent Reports
2012 SAP AG. All rights reserved. 36
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 / Quarter
hour (Summary level)
Profile name (Summary level)
Working hours
Service time within M / W / D / H / QH
Ready time within M / W / D / H / QH
Not Ready time within M / W / D / H / QH
Pause time within M / W / D / H / QH
First logon and Last logoff time stamp within
defined reporting time period
Number of handled contacts
Calls (in)
Outbound calls
Consultation calls
Inbound e-mails
Chats
Callbacks
Contact handling time
Talking time
Talking time (outbound)
Consultation time
E-mail (inbound) handling time
Chat time
Callback time
Wrap-up time
2012 SAP AG. All rights reserved. 37
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 (Summary
level)
Queue
Contacts handled within Y / M / W / D
Contact handling time
Average handling time within Y / M / W / D
Max handling time within Y / M / W / D
Total handling time within Y / M / W / D
Wrap-up time
Average wrap-up time within Y / M / W / D
Max wrap-up time within Y / M / W / D
Total wrap-up time within Y / M / W / D
Possibility to filter the report with time,
agents, agent groups, queues and channels
2012 SAP AG. All rights reserved. 38
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 (Summary
level)
Group (Summary level)
Agent
Contacts handled within Y / M / W / D
Contact handling time
Average handling time within Y / M / W / D
Max handling time within Y / M / W / D
Total handling time within Y / M / W / D
Wrap-up time
Average wrap-up time within Y / M / W / D
Max wrap-up time within Y / M / W / D
Total wrap-up time within Y / M / W / D
Possibility to filter the report with time,
agents, agent groups, queues and channels
2012 SAP AG. All rights reserved. 39
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 calls
Number of handled calls and handling-%
Number of rejected calls
Number of non-answered calls (timeout)
Average response time
Number of outbound calls
Number of consultation calls
E-mail contacts per group and agent
Number of allocated e-mails
Number of handled e-mails and handling-%
Average response time
Number of sent emails
Chat contacts per group and agent
Number of allocated chats
Number of handled chats and handling-%
Average response time
Callback contacts per group and agent
Number of allocated callbacks
Number of handled callbacks and handling-
%
Average response time
SMS
Number of sent SMS messages


SAP BCM Reporting with
SAP Business Objects WebIntelligence
Queue Reports
2012 SAP AG. All rights reserved. 41
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 (Summary
level)
Serving agents
Average number of serving agents within D /
H / QH
Minimum number of serving agents within D
/ H / QH
Maximum number of serving agents within
D / H / QH
Minimum number of free agents within D / H
/ QH
Maximum number of free agents within D /
H / QH
Time with Not Available Agents
Cumulative time with no serving agents
within D / H / QH
Cumulative time with no free agents within
D / H / QH
Time with serving agents
Total handling time within D / H / QH
Total wrap-up time within D / H / QH
Total waiting time within D / H / QH
Total not-ready time within D / H / QH
Total pause time within D / H / QH
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SAP BCM Reporting with SAP Business Objects WebIntelligence
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 of
skills in the contact center and if the skills based routing is delivering expected results.
Queue (Summary level)
Day / Hour / Quarter hour (Summary
level)
Skill and skill level
Number of contacts demanding the skill
combination and level within D / H / QH
Skills match % within D / H / QH
The skills match percentage is showing
contact centers ability to meet the skills
demands.
SAP BCM Reporting with
SAP Business Objects WebIntelligence
Outbound Reports
2012 SAP AG. All rights reserved. 44
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 the
call handling metrics of different outbound campaigns.
Year / Month / Day (Summary level)
Campaign Name (Summary level)
Total number of customers in campaign
Campaign handling summary
Number of allocated customers within Y / M
/ D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Total handled customers within Y / M / D
Cumulative number of handled customers
Not handled customers within Y / M / D
Handling durations
Total logged on time within Y / M / D
Total waiting time within Y / M / D
Average waiting time within Y / M / D
Total 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 / D
Total talking time within Y / M / D
Average talking time within Y / M / D
Total wrap-up time within Y / M / D
Average wrap-up time within Y / M / D
Total pause time within Y / M / D
Average pause time within Y / M / D
Talking ratio within Y / M / D


2012 SAP AG. All rights reserved. 45
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 successful
outcome of the calls, and compare the results with other campaigns.
Year / Month / Day (Summary level)
Campaign Name (Summary level)
Total number of customers in campaign
Campaign handling summary
Total handled customers within Y / M / D
Cumulative number of handled customers
Not handled customers within Y / M / D
Campaign details
Allocated customers within Y / M / D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Right customer reached within Y / M / D
Number of refusals within Y / M / D
Max retries reached within Y / M / D
Rejected customers within Y / M / D
Wrong numbers within Y / M / D
Handled thru other reason within Y / M / D
Campaign results
Successful calls within Y / M / D
Order value within Y / M / D
Campaign gain % of all customers
Campaign gain % of reached customers

2012 SAP AG. All rights reserved. 46
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 campaign
Number of allocated customers
Call results
Customer results as provided by dialer
(based on campaign specific customer
results)
Call results as classified by agents
(based on campaign specific call results)
Number of calls of each customer and call
result combination within Y / M / D
Percentual distribution of results

2012 SAP AG. All rights reserved. 47
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 calls
within Y / M / D (Summary level)
Number of saved scripts within Y / M / D
Percentual amount of saved scripts per
answered calls
Script name (Summary level)
Script Question (as defined in scripting
tool)
Script Answers (as defined in scripting
tool)
Number of answers
Number of answers per answered calls
Number of answers per saved scripts

2012 SAP AG. All rights reserved. 48
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 Name
Total number of customers in campaign
Campaign handling summary
(per agent)
Allocated customers within Y / M / D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Total handled customers within Y / M / D
Handling durations (per agent)
Total logged on time within Y / M / D
Total waiting time within Y / M / D
Average waiting time within Y / M / D
Total 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 / D
Total talking time within Y / M / D
Average talking time within Y / M / D
Total wrap-up time within Y / M / D
Average wrap-up time within Y / M / D
Total pause time within Y / M / D
Average pause time within Y / M / D
Talking ratio within Y / M / D


2012 SAP AG. All rights reserved. 49
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 campaign
Number of allocated customers
Call results (per agent)
Customer results as provided by dialer
(based on campaign specific customer
results)
Call results as classified by agents
(based on campaign specific call results)
Number of calls of each customer and call
result combination within Y / M / D
Percentual distribution of results

2012 SAP AG. All rights reserved. 50
SAP BCM Reporting with SAP Business Objects WebIntelligence
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 Name
Campaign 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 / D
Total handled customers within Y / M / D
Right customer reached within Y / M / D
Number of refusals within Y / M / D
Scheduled redials within Y / M / D
Skipped customers within Y / M / D
Rejected customers within Y / M / D
Wrong numbers within Y / M / D
Handled thru other reason within Y / M / D
Campaign results (per agent)
Successful calls within Y / M / D
Order value within Y / M / D
Agent gain % of all handled customers
Agent gain % of reached customers

SAP BCM Reporting with
Microsoft Reporting Services
2012 SAP AG. All rights reserved. 52
SAP BCM Reporting
Microsoft Reporting Serving based reports
Microsoft Reporting Services enables reporting users to view available reports, export reports
to various data formats and subscribe report
Location independent browser
based reporting user interface
List of available reports for user
(according to set authorizations)
Report search options enables user
to select appropriate report
schedule and content
With export functionality user can
export report to various file formats
Most reports are provided both in
numeric and graphical format
SAP BCM Reporting with
Microsoft Reporting Services
Contact Volume
Reports
2012 SAP AG. All rights reserved. 54
SAP BCM Reporting with Microsoft Reporting 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 report
Shows incoming contact count on
selected applications (e.g.
departments) and channel(s)
Handling statistics with option to
show also handling durations
Number of false attempt and
abandoned statistics
Number of contacts arrived while
service was closed
Maximum number of simultaneous
contacts
Drill down options monthly, weekly and
daily statistics.
Key statistics in summary and graphical
format.
2012 SAP AG. All rights reserved. 55
SAP BCM Reporting with Microsoft Reporting 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 report
Same statistics as with annual
report, but on monthly level
Key statistics in graphical format.
Navigation options e.g. to weekly or
daily level statistics.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 56
SAP BCM Reporting with Microsoft Reporting 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 report
Same statistics as with annual and
monthly reports, but on weekly level
Report provides queue specific
statistics on weekly level including
durations and summaries of selected
queues and applications.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 57
SAP BCM Reporting with Microsoft Reporting 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 agents
are at work at the different weekdays.
Daily volume report
Same statistics as with other contact
volume reports, but on daily level
Report provides queue specific
statistics on daily level including
durations and summaries of selected
queues and applications.
User can drill down to hourly level of a
specific day.
2012 SAP AG. All rights reserved. 58
SAP BCM Reporting with Microsoft Reporting Services
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 agents
are at work at different times of day.
Hourly volume report
Same statistics as with other contact
volume reports, but on hourly level
User can drill down to quarter hourly
level.
User can select the durations report
with yellow columns to see also the
time related statistics.
2012 SAP AG. All rights reserved. 59
SAP BCM Reporting with Microsoft Reporting 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 report
Same statistics as with other contact
volume reports, but on quarter hourly
level
User can
drill down to contact details level by
clicking quarter hour of interest,
show durations in addition to contact
volumes, and
open up application and queue level
details if needed.
2012 SAP AG. All rights reserved. 60
SAP BCM Reporting with Microsoft Reporting 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 content
Day
Application (Contact Center, IVRs)
Queue
Channel
Agent who handled contact
Contact start time
Contact end time
Customer number / address
(Source)
Destination
Queue time (Waiting time)
Talking time (Handling time)
Wrap-up time
Current contact status (handled, in
process, abandoned, etc)
2012 SAP AG. All rights reserved. 61
SAP BCM Reporting with Microsoft Reporting 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 managers
in following the service levels at daily
and monthly levels
showing the patterns in the level of
incoming calls at daily, weekly,
monthly, and annual levels
measuring the length of calls
and monitoring the time spent on
different activities by the contact
center agents.
The service level shall be reviewed
periodically with respect to competition,
abandonment of calls, costs, and other
business related factors.

Corrective actions are needed when the
service level is too high or low.

2012 SAP AG. All rights reserved. 62
SAP BCM Reporting with Microsoft Reporting 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 can
find what has been the true service
level performance of the contact
center on a given time frame
compare actual performance to the
service level target and thus make
decisions of agent resources
Service level cumulative report shows
the corresponding numbers for contacts
answered on time and their relative
service levels.

It also shows total number of handled
and abandoned contacts on a selected
day (or days) in the intervals of actual
waiting times.
SAP BCM Reporting with
Microsoft Reporting Services
Script Result
Reports
2012 SAP AG. All rights reserved. 64
SAP BCM Reporting with Microsoft Reporting 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 statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by agent group
and individual agent
Possibility to filter by question and by
answer.
Script Result volume metrics show the
volume and distribution of answers per
each script question.

The script statistics data is available
both in tabular and graphical format.
2012 SAP AG. All rights reserved. 65
SAP BCM Reporting with Microsoft Reporting 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 statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by script, question
and by answer.
Script Result volume metrics show the
volume and distribution of answers per
each script question.

The script statistics data is available
both in tabular and graphical format.
2012 SAP AG. All rights reserved. 66
SAP BCM Reporting with Microsoft Reporting 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 day
and queue level.
Scripting statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by script, question
and by answer.
Script Result volume metrics show the
volume and distribution of answers per
each script question.

The script statistics data is available
both in tabular and graphical format.
2012 SAP AG. All rights reserved. 67
SAP BCM Reporting with Microsoft Reporting Services
Script Result - Agent Group Volume
Script Results Agent Group Volume report provide the answer metrics over a defined time range, listed on Agent
Group level. This report helps the managers to compare the script results / IVR based customer satisfaction survey
results between agent groups.
Scripting statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by agent group
Possibility to filter by script, question
and by answer.
Script Result volume metrics show the
volume and distribution of answers per
each script question.
2012 SAP AG. All rights reserved. 68
SAP BCM Reporting with Microsoft Reporting 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 results
between agents.
Scripting statistics
Define the time frame for script
statistics
Possibility to filter by queue and
application (contact center, IVRs)
Possibility to filter by agent group
and agent
Possibility to filter by script, question
and by answer.
Script Result volume metrics show the
volume and distribution of answers per
each script question.
SAP BCM Reporting with
Microsoft Reporting Services
Agent Reports
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SAP BCM Reporting with Microsoft Reporting 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 / Quarter
hour (Summary level)
Profile name (Summary level)
Working hours
Service time within M / W / D / H / QH
Ready time within M / W / D / H / QH
Not Ready time within M / W / D / H / QH
Pause time within M / W / D / H / QH
First logon and Last logoff time stamp within
defined reporting time period
Number of handled contacts
Calls (in)
Outbound calls
Consultation calls
Inbound e-mails
Chats
Callbacks
Contact handling time
Talking time
Talking time (outbound)
Consultation time
E-mail (inbound) handling time
Chat time
Callback time
Wrap-up time
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SAP BCM Reporting with Microsoft Reporting Services
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 (Summary
level)
Queue
Contacts handled within Y / M / W / D
Contact handling time
Average handling time within Y / M / W / D
Max handling time within Y / M / W / D
Total handling time within Y / M / W / D
Wrap-up time
Average wrap-up time within Y / M / W / D
Max wrap-up time within Y / M / W / D
Total wrap-up time within Y / M / W / D
Possibility to filter the report with time,
agents, agent groups, queues and channels
2012 SAP AG. All rights reserved. 72
SAP BCM Reporting with Microsoft Reporting Services
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 (Summary
level)
Group (Summary level)
Agent
Contacts handled within Y / M / W / D
Contact handling time
Average handling time within Y / M / W / D
Max handling time within Y / M / W / D
Total handling time within Y / M / W / D
Wrap-up time
Average wrap-up time within Y / M / W / D
Max wrap-up time within Y / M / W / D
Total wrap-up time within Y / M / W / D
Possibility to filter the report with time,
agents, agent groups, queues and channels
2012 SAP AG. All rights reserved. 73
SAP BCM Reporting with Microsoft Reporting Services
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 calls
Number of handled calls and handling-%
Number of rejected calls
Number of non-answered calls (timeout)
Average response time
Number of outbound calls
Number of consultation calls
E-mail contacts per group and agent
Number of allocated e-mails
Number of handled e-mails and handling-%
Average response time
Number of sent emails
Chat contacts per group and agent
Number of allocated chats
Number of handled chats and handling-%
Average response time
Callback contacts per group and agent
Number of allocated callbacks
Number of handled callbacks and handling-
%
Average response time
SMS
Number of sent SMS messages


SAP BCM Reporting with
Microsoft Reporting Services
Queue Reports
2012 SAP AG. All rights reserved. 75
SAP BCM Reporting with Microsoft Reporting Services
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 (Summary
level)
Serving agents
Average number of serving agents within D /
H / QH
Minimum number of serving agents within D
/ H / QH
Maximum number of serving agents within
D / H / QH
Minimum number of free agents within D / H
/ QH
Maximum number of free agents within D /
H / QH
Time with Not Available Agents
Cumulative time with no serving agents
within D / H / QH
Cumulative time with no free agents within
D / H / QH
Time with serving agents
Total handling time within D / H / QH
Total wrap-up time within D / H / QH
Total waiting time within D / H / QH
Total not-ready time within D / H / QH
Total pause time within D / H / QH
2012 SAP AG. All rights reserved. 76
SAP BCM Reporting with Microsoft Reporting Services
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 of
skills in the contact center and if the skills based routing is delivering expected results.
Queue (Summary level)
Day / Hour / Quarter hour (Summary
level)
Skill and skill level
Number of contacts demanding the skill
combination and level within D / H / QH
Skills match % within D / H / QH
The skills match percentage is showing
contact centers ability to meet the skills
demands.
SAP BCM Reporting with
Microsoft Reporting Services
Outbound Reports
2012 SAP AG. All rights reserved. 78
SAP BCM Reporting with Microsoft Reporting Services
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 the
call handling metrics of different outbound campaigns.
Year / Month / Day (Summary level)
Campaign Name (Summary level)
Total number of customers in campaign
Campaign handling summary
Number of allocated customers within Y / M
/ D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Total handled customers within Y / M / D
Cumulative number of handled customers
Not handled customers within Y / M / D
Handling durations
Total logged on time within Y / M / D
Total waiting time within Y / M / D
Average waiting time within Y / M / D
Total 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 / D
Total talking time within Y / M / D
Average talking time within Y / M / D
Total wrap-up time within Y / M / D
Average wrap-up time within Y / M / D
Total pause time within Y / M / D
Average pause time within Y / M / D
Talking ratio within Y / M / D


2012 SAP AG. All rights reserved. 79
SAP BCM Reporting with Microsoft Reporting Services
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 successful
outcome of the calls, and compare the results with other campaigns.
Year / Month / Day (Summary level)
Campaign Name (Summary level)
Total number of customers in campaign
Campaign handling summary
Total handled customers within Y / M / D
Cumulative number of handled customers
Not handled customers within Y / M / D
Campaign details
Allocated customers within Y / M / D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Right customer reached within Y / M / D
Number of refusals within Y / M / D
Max retries reached within Y / M / D
Rejected customers within Y / M / D
Wrong numbers within Y / M / D
Handled thru other reason within Y / M / D
Campaign results
Successful calls within Y / M / D
Order value within Y / M / D
Campaign gain % of all customers
Campaign gain % of reached customers

2012 SAP AG. All rights reserved. 80
SAP BCM Reporting with Microsoft Reporting Services
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 campaign
Number of allocated customers
Call results
Customer results as provided by dialer
(based on campaign specific customer
results)
Call results as classified by agents
(based on campaign specific call results)
Number of calls of each customer and call
result combination within Y / M / D
Percentual distribution of results

2012 SAP AG. All rights reserved. 81
SAP BCM Reporting with Microsoft Reporting Services
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 calls
within Y / M / D (Summary level)
Number of saved scripts within Y / M / D
%-amount of saved scripts per answered
calls
Script name (Summary level)
Script Question (as defined in scripting
tool)
Script Answers (as defined in scripting
tool)
Number of answers
Number of answers per answered calls
Number of answers per saved scripts

2012 SAP AG. All rights reserved. 82
SAP BCM Reporting with Microsoft Reporting Services
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 Name
Total number of customers in campaign
Campaign handling summary
(per agent)
Allocated customers within Y / M / D
Dialled calls within Y / M / D
Answered calls within Y / M / D
Total handled customers within Y / M / D
Handling durations (per agent)
Total logged on time within Y / M / D
Total waiting time within Y / M / D
Average waiting time within Y / M / D
Total 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 / D
Total talking time within Y / M / D
Average talking time within Y / M / D
Total wrap-up time within Y / M / D
Average wrap-up time within Y / M / D
Total pause time within Y / M / D
Average pause time within Y / M / D
Talking ratio within Y / M / D


2012 SAP AG. All rights reserved. 83
SAP BCM Reporting with Microsoft Reporting Services
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 campaign
Number of allocated customers
Call results (per agent)
Customer results as provided by dialer
(based on campaign specific customer
results)
Call results as classified by agents
(based on campaign specific call results)
Number of calls of each customer and call
result combination within Y / M / D
Percentual distribution of results

2012 SAP AG. All rights reserved. 84
SAP BCM Reporting with Microsoft Reporting Services
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 Name
Campaign 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 / D
Total handled customers within Y / M / D
Right customer reached within Y / M / D
Number of refusals within Y / M / D
Scheduled redials within Y / M / D
Skipped customers within Y / M / D
Rejected customers within Y / M / D
Wrong numbers within Y / M / D
Handled thru other reason within Y / M / D
Campaign results (per agent)
Successful calls within Y / M / D
Order value within Y / M / D
Agent gain % of all handled customers
Agent gain % of reached customers

SAP BCM Reporting with
SAP Business Objects Explorer
2012 SAP AG. All rights reserved. 86
SAP BusinessObjects Explorer for
SAP BCM Contact Center
Access any contact center data
Type in contact center term to start
exploring data Queue Name or Waiting
time
Access contact center data directly from
SAP BCM Reporting data warehouse
No report or data model knowledge
required

Visual exploration of contact
center data
Look at top N values, sort or filter the data
Automatic chart generation
Interact with the data

Share contact center insight
Send link by email or as bookmark
Use the link as starting point for further
contact center analysis
Access contact center data from iPhone or
iPad

2012 SAP AG. All rights reserved. 87
Reporting Data Integration
SAP BCM
SAP CRM
Consolidated contact
handling data:
4 x15 minutes data sets
every 1 hour
Highly granular contact
metrics from all in-and
outbound channels
Contact data is mapped in
CRM 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 including
transfer events, consultation calls, conference calls and
various 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
2012 SAP AG. All rights reserved. 88
Dashboards in SAP BCM and SAP CRM
SAP BCM Online Monitoring provides real-time
information of your contact channels and agents
SAP CRM Dashboards provide information of your
process efficiency
Monitor your service levels and contact volumes in real-time
Know how your agents are performing in your inbound
channels and outbound campaigns
Adjust your agent assignments on-the-fly
Use Service Dashboards to monitor how you are progressing
with your service tickets
Sales Dashboards show your real-time performance in meeting
the sales targets
Thank you
Contact information:

F name MI. L name
Title
Address
Phone number
2012 SAP AG. All rights reserved. 90
2012 SAP AG. All rights reserved.
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Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal
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2012 SAP AG. All rights reserved. 92
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Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der
Microsoft 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 eingetragene
Marken von Adobe Systems Incorporated in den USA und/oder anderen Lndern.
Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer
Tochtergesellschaften.
UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin
sind 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, BlackBerry
Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook und BlackBerry App
World 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 sind
Marken 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 Marken
der 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 Marken
oder eingetragene Marken der Business Objects Software Ltd. Business Objects ist ein
Unternehmen der SAP AG.
Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Text
erwhnte Sybase-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind
Marken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen der
SAP AG.
Crossgate, m@gic EDDY, B2B 360, B2B 360Services sind eingetragene Marken der
Crossgate AG in Deutschland und anderen Lndern. Crossgate ist ein Unternehmen der
SAP AG.
Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen
Firmen. 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 und
Vervielfltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und
in welcher Form auch immer, nur mit ausdrcklicher schriftlicher Genehmigung durch
SAP AG gestattet.