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Once the Power BI template has been deployed and your data loaded, you will be presented with 7 seven reports:
A Summary Report
3 Three Customer Reports
3 Three Agent Reports
Each report will present EVS voice VoiceAI data in various charts and tables to assist you in your understanding of your customers and agents.
You can amend the reports and add other datasets for your own purposes.
Please refer to the BI Connector Service Databridge Knowledge Base article for a full description of the data fields.
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These filters correspond to your account on Wordbench.
Hover Charts
The Summary Report also contains hover charts to reveal further details and trends for individual agents. Just hover over the agent to reveal the hover chart:
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You can amend the information in the hover chart by editing the visualizations in the Agent Tooltip report:
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Agent Type and Day Filters
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Agent Type - select whether to show calls with multiple agents on the call, only a single agents on the call, or both (latter is the defaultdefault is to show all calls with all agent types).
Day - select which day of the week to show (default is to show all days including weekends).
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Go to the filter pane and search for the Agent Type field. Select the field and the code for the filter will appear in the formula bar. Simply replace the comma on the second line with your preferred separator, then accept the change by selecting the tick.
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Agent Comparison Report
The Agent Comparison Report compares the performance of one agent against all other agents (default setting) or against a sub-set of agents.
If you want to select a sub-set of agents, then use the global Agent filter to first select the sub-set of agents. Hold down the Ctrl key to select multiple agents.
The sub-set of agents will now appear in the left hand Agent Filter where you can now select which agent to compare to the subset of agents.
You can use the this feature to compare one agent against another agent (by only selecting two agents in the global Agent filter).
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Wordbench Links Embedded in the Reports
Each call in the database has a link back to Wordbench so that the call can be opened and reviewed within Wordbench. You will require an account on Wordbench to review the call.
The url field in is located in the public generated_analytics_data table and is included in the following reports:
Best and Worse Customer Calls
Best and Worse Agent Calls
Agent Performance
Power BI Report with link to call in Wordbench  | Call within Wordbench  |
Adding and Removing Stop Words to Word Clouds
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