How can I create Custom Detail Dimensions?

Custom Detail Dimensions allow you to include your organization's custom call profile fields and skills as available data fields, values, and filters in your Brightmetrics Detail Reports. This is especially useful if your organization:

• Uses skills-based or smart routing to deliver calls to agents with specific experience or skill level
• Utilizes a value-based or data-directed call routing model
• Could benefit from having user-defined call profiles and skill levels to report on

Follow the steps below to configure your custom fields in Brightmetrics.

1. 1

   Navigate to Brightmetrics Administrator Tools.

2. 2

   Select Data Customization in the top menu.

3. 3

   Choose the Custom Detail Dimensions option.

4. 4

   Select Create New Custom Detail Dimension.

   

5. 5

   Choose the data source: Contact Center Analytics.

6. 6

   Choose a desired data source instance from the dropdown and click OK.

   

   Note

   Call profile fields and skills can be configured under any data source instance and will be available under the others as well, since they all share the same CCIR data.

7. 7

   Configure the desired fields. The following options are available:

   

   Custom dimension type	Choose Call Profile or Skill.
   Secondary dropdown	Presents data fields according to how your organization has them configured in Contact Center Director.
   Name	Choose how the field will appear in your Brightmetrics Detail Reports. By default it matches the call profile field name in ECC, but you can change it here if desired.
   Tooltip	Enter a brief description of what this Custom Detail Dimension represents. When anyone hovers over the field while creating or editing a report, a popup will display this description.
   Hide	If checked, this dimension will not be available when creating or editing reports. Useful during trial periods or to save a dimension for future use.

8. 8

   Click Save.

Brightmetrics will now see the available customized data fields for the ECC data source. You can use these in your Brightmetrics ECC Analytics Detail Reports.

Questions or feedback? Please email us at support@brightmetrics.com.