Phone System with Power BI

Power BI is a Microsoft application that gives 365 users the ability to create real-time, interactive data visualisations from multiple data sources. Build easy-to-understand graphs, charts, and data tables that share important business insights to drive decision-making and future success. Power BI is becoming one of the more popular apps within the 365 suite with a host of intuitive tools that allow business managers and owners to get an instant view of their business successes and challenges.

Call Data Records (CDRs) are gathered in real-time, from when an external landline or mobile phone number reaches a number within the business phone system. From this stage, the time to answer and initial call durations begin. All call information is captured, often used for end-of-day call reporting or live wallboards. The advancements in cloud data storage and web services allow the collated CDR files to be visualised in data views using Power BI.

Power BI offers a wide range of graphs, charts and reports to help visualise company data. Our default call reporting for Power BI is 'Business View' and this framework provides key information on incoming and outgoing calls, hunt groups, agents and contact centre focused KPIs. The Business View is just the beginning, with many organisations evolving the views to present wider business information or choosing for a professional services team to deliver an entirely custom view of the business including communication channels.