BI Reports on Call Center Data

Key Project Requirements
Customer Journey Analytics based on context store data forAvaya POM and Avaya Oceana.
Prediction based on customer past data from POM contacts journey and Omnichannel journey.
Provide analytics based on customer call closure rate as best channel to use.
Provide insight if customer will use another channel after specific channel interaction.
Analyse the customer hopping pattern.


Reporting dashboard based on customer journey data.
Single view of individual Channel KPIs and Cross channel KPIs
Blended reports in BI platform with POM and Oceana Omnichannel.
High impact Visual dashboards with drill down from Global > Country > Manager > Supervisor > Agent.
Customer wants , unified reports from multiple data sources. We have five data sources

Omnichannel Reporting data (Voice, Email, Chat). RDBMS
Omnichannel Customer Journey . Unstructured data as Jason format stores in MSSQL DB.
Dialer (POM) reports, RDBMS (Postgres).
Dialer customer Journey . Unstructured data as Jason format stores in MSSQL DB.
Custom integration reports. RDBMS (Postgres).


Experience working on Power BI and Avaya is a plus