Overview of Data Bridge
So far, we have covered how data flows throughout the top portion of this graphic.
Up to this point, data flows from the call recording platform to Word Bench and ends there unless manually downloaded for ad-hoc analysis purposes.
Now that you have experience with the Word Bench platform and understand how much data is contained within a single call, we will cover other ways that data can be used beyond WordBench.
3. Data Bridge is the critical service Call Journey offers which allows customers to access our database, allowing call data to be used in business intelligence tools like Power BI.
4. The bottom portion of this graphic depicts an organization’s various departments which could benefit from this capability.
File Types and Credentials
5. Call Journey provides an out-of-the-box Power BI template (.PBIT file) called “Call Scoring” which is a scorecard framework with no data. This file is opened in Power BI desktop and credentials are used to access the Call Journey database, filling in the template with data and changing it to a .PBIX file.
6. Once the the .PBIX file is created, it can be published to Power BI online for use. Elements of the Call Scoring app can be combined with existing Power BI dashboards to further enhance analysis potential.
Once the .PBIT is opened in Power BI Desktop, you will be prompted to enter a first set of credentials Call Journey provides you to access the Call Journey database.
A second set of credential information will be required to complete the integration.
Once the data loads into the .PBIT it becomes a .PBIX. You can save the file as needed and publish it to Power BI online.
You will need to select a workspace to publish the .PBIX to.
The published .PBIX will appear in the workspace you selected.
Call Journey recommends that the Power BI apps are set to refresh daily to ensure that Power BI dashboards are kept up to date.
Word Bench applications are reprocessed, they must have the “Update scores in the file JSON” option selected, or the Power BI application will not receive the updated scores.
Once opened, the Call Scoring app will appear with data from the QA Scoring apps in Word Bench.