Power BI / Looker Studio
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Power BI / Looker Studio puts your calls into the dashboards your team already uses: call volume per agent, transfers, call length, feedback ratings and the fields your agents extract after each call. Integrations - Catalogue - Power BI / Looker Studio - Connect opens Connect Power BI / Looker Studio. The dialog creates one reporting key for the whole company. It does not add a tool to any agent.
What you need before you start
Section titled “What you need before you start”- A plan that includes API access. The reporting feed uses an API key, so plans without API access cannot read it.
- For Looker Studio: a Google account.
- For Power BI: Power BI Desktop. To refresh the data on a schedule, the Power BI Service as well.
What you get
Section titled “What you get”The dialog has nothing to fill in. It shows:
- Reporting API key - created automatically the first time and reused after that. It can read call reports and nothing else. Use the eye button to reveal it and the copy button to copy it. Keep it private: anyone with the key can read your call reports.
- Data feed URL - the address the BI tool reads. It returns one row per call.
Each row carries the call’s id, date and times, direction, status, end reason, your number and the caller’s number, agent id and name, duration in seconds, transfer status and destination, whether a person joined the call, whether it was during business hours, the feedback rating, a short summary, the source, and the post-call analysis fields of that agent. Transcripts are not included, and test calls from scenarios are left out. Without a date range the feed returns the last 30 days.
First setup
Section titled “First setup”- Integrations - Catalogue - Power BI / Looker Studio - Connect. Wait while the key is prepared.
- Looker Studio: click Open in Looker Studio. Authorize the connector the first time, paste your reporting API key when asked, and save the dashboard that opens to your account.
- Power BI: click Copy Power Query script. In Power BI Desktop choose Get data - Blank query, open the Advanced editor and paste the script. When asked for credentials, choose Anonymous. The key is already inside the script.
- To keep Power BI current, publish the report to the Power BI Service and turn on scheduled refresh.
- Prove it: make a test call to one of your agents, refresh the dashboard, and find the new row with your agent’s name and the call duration.
What the agent can do
Section titled “What the agent can do”Nothing changes for the agent. This connection is read-only reporting on calls that already happened. The Power BI script loads the last 90 days by default and turns each post-call analysis field into its own column, named analysis. followed by the field name.
Troubleshooting
Section titled “Troubleshooting”The dialog says it could not prepare the reporting key
Close the dialog and open it again. The key is created once and then reused, so retrying is safe. If it keeps failing, contact support.
The dashboard shows an error about API access
Your current plan does not include API access, so the feed refuses the key. Upgrade the plan from your subscription page, then refresh the dashboard.
The dashboard loads but recent calls are missing
Refresh the data source in Looker Studio, or refresh in Power BI. Calls run from scenario tests are never included. If you set your own date range, the end date is exclusive, so a range ending today does not include today’s calls.
Looker Studio times out on a long period
Looker Studio stops a load that runs too long. Pick a shorter date range in the report.