How to get data?

Data sets or data marts are groups of SQL Server stored procedures in the product database. Result of a data mart execution is a subset of the data warehouse, which is oriented on a specific business entity. Data sets are used for standard reports. Also using “stable” data sets customers are able to create own reports in case they need something special above standard reports.

In data warehouse each fact and each dimension table are presented as separate data mart, this makes easy access to frequently needed data. Fact and dimension data marts can be later combined using relation models into three general views:

• Agent View
• Service View
• Customer View

This views are needed for role based access control and to analyze business from different points of view.

Business points of view:

• The Agent View is used for agent performance analysis, the grain of this view is agent task or agent state.
• The Service View is used for service call flow and call distribution analysis, the grain is service task and it provides information on happenings within a workflow of a specific service before task is in context of this service.
• The Customer View is used for customer path analysis between multiple services. It provides information on grains of customer interactions. Each customer task may be solved by one or more service transfers. This view shows measure values with from customer task start until it is ended and may include multiple service tasks.

SQL Server Authentication and RBAC

If users that require reporting access are added into LUCS configuration as Supervisors, only requirement is membership in Luware reporting role. See SQL Database security Roles.

Otherwise, if users  that need reporting access are not in LUCS configuration (optionally you database is in other domain, push databases, external user etc.) you have two options:

• Use SQL Server logins that match appropriate LUCS supervisor SAMs
• Use any SQL Server logins, but specify this logins as LUCS user Secondary UPN

[Reporting].[usp_GetDataSet] Query Procedure

The [Reporting].[usp_GetDataSet] procedure is designed to return one specific dataset (one table of data). Depending on the input parameters, the procedure output is different.

Example call:

EXEC [Reporting].[usp_GetDataSet]
@DataSet = 'ServiceTask'
, @Version = '3.1.1'
, @TimeZone = '(GMT) Coordinated Universal Time'
, @LanguageId = 'ENG'
, @MonthLimit = 3

[Reporting].[usp_GetDataSet] Parameters

Input parameters belong to the [Reporting].[usp_GetDataSet] procedure intended for selecting target dataset out of the available dataset list and shape the output.

@DataSet parameter values

The table below contains available reporting datasets.

• The column "Permission Type" is the specified supervisor permission required, which is considered during RBAC.
• The "OU binding" field describes which Organization Unit (OU) rules are considered during RBAC.

@Timezone parameter values

Every fact data mart stored procedure have input parameters, which can convert date time values to client time zone. Local time zone may be specified using 2 equal options:

• Time zone name

• Pair of the values @Offset, @UseDaylightSavings

The table below contains a list of available client time zones:

@Language parameter values

Every fact data mart stored procedure has language parameter