Graia CcaaS Power BI Template Change log

v2.8.4 (2026-09-16)

• corrected negative numbers in call counting cards that resulted from too many OOHOOH / IOH (Out of Hours / Inside of Hours) – Whether a conversation arrived or was handled outside (OOH) or inside (IOH) the channel's Business Hours. BI reports count OOH calls and chats separately and show IOH and OOH durations for emails. calls

v2.8.3 (2026-07-07)

• added emails sent count per agent, work itemWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. and email conversation
• converted the 'Work Items' matrix type visuals to tables on the 'Call Details', 'Emails' and 'Chat Details' pages to allow them to be exported as .csv files

v2.8.2 (2026-04-08)

• removed virtual queues and queue segments; SLASLA / Service Level – The share of conversations answered within a Queue's service level threshold time, as a percentage: (answered within the threshold ÷ offered) × 100. calculations on virtual queues hold no valuable or actionable information. Instead, see the Campaigns page.

v2.8.1 (2026-03-24)

• added business unit-specific break codes on the agent Agent StatesAgent States – Agent States control whether the system can assign Work Items to Agents. page and a relevant slicer

v2.8.0 (2026-02-16)

• rebranded the template from Graia CcaaS to Graia colors and logos

v2.7.2 (2026-02-05)

• SLA calculation now disregards queue segments with no Dequeued Reason (resulting from failed or cancelled voice campaign recordsCampaign Record – An entry in a Campaign, designating a single Customer. Campaign records can have Campaign Custom Data fields that are presented to the Agent, but are not necessarily part of Customer Custom Data fields.)

v2.7.1 (2026-02-03)

• added counting card and field about call recording availability to the Calls and Call Details pages respectively

v2.7.0 (2025-09-29)

• added main and sub categorization details to following tables: Call Details > Calls, Emails > Email Details, and Chat Details > Chats
• added main and sub categorization slicers to the following pages: Calls, Call Details, Emails, Chats, Chat Details
• added main and sub categorization pie charts to the following pages: Calls, Emails, Chats

v2.6.0 (2025-09-03)

• added customer phone number to script collected data (Variables page > Work Items table)
• added 'Pending States' table to the Agent States page
• extended latest available date from static (2025) to the dynamic (last day of the year of RangeEnd parameter)
• re-introduced incremental refresh (5 years archive period, 5 days refresh period in general, 7 days for the Chat table, 21 days for the Emails table)

v2.5.5 (2025-01-28)

• modified the service level calculation (Measure Queues > Service Level) so that conversations abandoned before the abandonement threshold are excluded.
• added 'Queue Name' to work item tables
• renamed 'WI ...' columns to 'Work Item ...' in all relevant visuals and 'Total Duration' to 'Work Item Duration' in the 'Agent Performance' page's 'Detailed Work Item Handling' table.

v2.5.4 (2024-07-16)

• added Queue Name slicer to the Agent Performance page
• added nextConversationID filter on the Calls and Call Details pages
• corrected a typo
• used the new "Clear all slicers" button action and deleted the bookmarks used for working around the lack of this feature
• added the "ConsultCompleted" conversationEndedReason call handled reason
• added the "Ext. transfer Dest." column to the Calls table on the Call Details page

v2.5.3 (2023-12-20)

• corrected a typo
• added customer phone number, first & last name to Campaign Records table
• added customer phone number to Work Items table on Campaigns page
• disabled the unused Conversations Odata table from loading into the data model
• removed performance issue-causing calculated columns from Calls table: mod_laterInbndFails, mod_laterOutbndFails, mod_laterSuccessExists

v2.5.2 (2023-10-03)

• added Campaign Name slicer to Agent Performance and Variables pages
• added 'Customer Phone Number' card to Calls page
• added 'Customer Phone Numbers' table to Call Details page

v2.5.1 (2023-09-13)

• added 0 to the "0_Answered Over SLA Call QueueSegments" measure.
• changed the date filtering field of the WorkItemEvaluationData table from createdAtUtc to createdAt
• replaced Agents table with Users table to resolve the missing supervisors from agents reports problem.
• added work item Id to detailed work item tables to help troubleshooting and reassure clients who export this table's data that all lines are unique.

v2.5.0 (2023-08-25)

• imported new CampaignRecords table into the data model
• added 'Campaigns' report page
• added Channel Name slicer to 'Agent Performance' page
• the 'CallbackRequested' conversationEndReason now counts as an abandonment reason (calls with CallbackRequested end reasonEnd Reason – The reason a Conversation ended, recorded for reporting, e.g. Default, CustomerDisconnected, Abandoned or CallbackRequested. BI reports use it to count a call as handled or unhandled. are counted as abandoned) - done because until now, these calls were counted among timed out and erroneous calls.
• integrated the SLA threshold set on each queue into SLA calculation
• removed the SLA parameter
• changed calculation of abandoned calls over threshold to be based on QueueSegments so that we can use the threshold set on the Graia CcaaS portal instead of a local parameter
• removed the Abandonment Threshold parameter
• added per queue SLA percentage
• removed MIN/MAX wait time from from Aggregated Queued Conversations table and two cards
• added mod_totalDurationSeconds to CampaignRecords table
• added more filter possibilities to Calls table
• added business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. slicers where applicable
• added Login, Logout, and Logout Reason columns to State Changes table as well as slicers for login/out event
• removed MIN & MAX State Duration columns from Aggregated State Durations table
• rearranged top of Agent Performance Report page visuals
• added Failed to Join call counting cards
• added Transferred call counting cards
• added Channel Email Address as slicer and column
• added Customer Address and Direction to the Detailed Work Item Handling table and appropriate slicers
• Renamed column to Agent Name in Detailed Work Item Handling
• filtered out queue segments from the Queues page that have no associated channelId, effectively removing campaign queues
• added email subject slicer
• adjusted AVG state duration cards to show daily averages of state duration summary by agent (i.e. what is the average amount of time an agent accumulates over a day in the busy state, for example)

v2.4.1 (2023-05-22)

• made the page title backgrounds transparent so it doesn't hide lower visuals' option buttons
• added 'Select All' option to all dropdown slicers
• email IOH and OOH durations don't appear if they would be 0 secs
• coloured call counting cards
• added mod_customerAddress column to QueueSegments table and thus changed the 'Detailed Queued Conversations' visual
• retrieved 2 new tables from Odata feed into data model:
  1. BusinessUnits
  2. Campaigns
• added 'Agent Phone Number' field to work item tables
• corrected incremental refresh configuration (use DateTimeZone.From(RangeStart/End) in filter query)
• increased incremental refresh period from 7 days to 21 days on Emails table due to new upper limit for email workflow idle timeout

v2.4.0 (2023-04-13)

• configured incremental refresh with archive period of 18 months and refresh period of 3 days (7 days for Emails and Chats due to max idle timeout)
• created Variables report page
• Froze large tables' first column when scrolling horizontally
• added back Lookup time counters to conversation tracking Work Items tables
• converted 'Aggregated State Durations' table to a matrix to be consistent with the 'Per Agent State Durations' matrix
• added email IOH and OOH time to email details table
• added data collected from Scripting to Work Items tables
• changed cross filter direction from single to both between WorkItems & CollectedData and WorkItems & Agents
• consolidated 'Agent States' and 'Agent State Changes' tables
  • added trend graphs for state and break times
• 'First State Change of Day' table
  • renamed the table to 'Daily State Stats'
  • renamed 'First State Change' column to 'First Logged In' (made appropriate change to the measure)
  • added columns to the table
    • 'Last Logged Out'
    • 'Logged In Duration'
    • 'Break Duration'
    • 'Idle Duration'
    • 'Busy Duration'
• updated the definition of a "Handled" call to include the conversationEndReason code 'CustomerDisconnected'
• corrected misplaced tooltips on AVG state duration cards
• added search facility to slicers where missing
• made pie chart data to be filtered by other visuals rather than highlighted
• renamed 'Channel Phone' columns to 'Channel Number'
• re-arranged call counting cards

v2.3.3 (2023-03-28)

• Renamed the template from "Graia CcaaS for Teams Report" to "Graia CcaaS Historical Report"
• Filtered the date loaded into the 'CollectedData' table based on date
• Made cards display exact values rather than grouped by thousands
• Rephrased tool tips
• Made the agent state pie charts to include the (Blank) break name too
• Added 'Last Agent Name' and 'Last Completion Code' columns to conversation details tables
• Re-added WI lookup duration info to visuals
• 'Calls' page
  • rearranged call counting cards on 'Calls' page
  • removed MIN duration card
  • added SUM duration card
• Changed table rows shading

v2.3.2 (2023-03-20)

• Expanded table on Agent Performance report page to include SUM of various activity types (preview, lookup, active, wrapup)
• Added channelPhone to Call Details page
• Removed Conversations table as the temporary crutch being the intermediary table between BotSegments and Channels.
• Introduced the 'Abandonment Threshold' parameter.
• Added 'Bots', 'Queues' and 'Agents' detail tables to 'Call Details', 'Chat Details', and 'Emails' pages to be able to track individual conversation's lifecycles better.
• Updated measure names and tool tips to reflect the SLA -> Abandonment Threshold change
• On 'Agent Performance' page replaced MIN and MAX WI duration card with 'AVG Active Duration'
• Added email subject to 'Email Details' table.
• Removed MIN/MAX-type cards from 'Emails' page.
• Replaced MIN Bot Duration card with SUM BOt Duration card
• Changed agent state colours to match the ones on the portal.

v2.3.1 (2023-03-08)

• Corrected issue with Date slicer on several pages. There was a "name contains 'liviu'" filter affecting them.

v2.3 (2023-03-02)

• [client specific] - Added 'Missed Calls' report page

v2.2 (2023-02-15)

• Minor visual corrections, set data source to prod env.

v2.1 (2023-02-08)

• Preliminary version. This is about to be put up to Geomant CloudOps team for review and feedback.