Monitoring with SAP BusinessObjects (BO)

As of 1702, Sinch Contact Center users can view also monitoring data with SAP BusinessObjects (BO). Note the following:

  • There are no ready-made monitoring views for BO but the views or dashboards can be made with SAP Business Objects Design Studio. For more information, see http://help.sap.com/pcat_analytics and Installation Guide .

  • The SAP_Contact_Center_Monitoring.lcmbiar package must be installed and configured. For more information, see SAP Contact Center Installation Guide.

    The package provides the following items:

    • A universe based on the Contact Center Monitoring Database Server table TAMContactDetail of 7.0 SP10 schema.
    • A connection named SAP CCtr Monitoring.
    • The same user groups, SAP CCtr Reporting Users and SAP CCtr Reporting Admins, that are used for BO reporting.
  • Connection to the BO Server must be defined in Infrastructure Administrator with the Batch Job Server variables SAP BusinessObjects Server, SAP BusinessObjects Administrator Account Login Name, and SAP BusinessObjects Administrator Account Password, see Batch Job Server Variables.
  • The Business Objects User Rights Synchronization and Business Objects Attribute Synchronization jobs need to be enabled in SC System Services > Batch Job Server Settings, see Configuring Batch Job Server (BJS) Settings.
To be able to view the BO monitoring dashboards or views, users need the following items:

  • A user’s BO login id is defined in SC User and Role Management > Users > Authentication > Business Objects, see Entering Authentication Information.

  • A user has Statistics Details rights to objects to be monitored, such as agents, queues, outbound campaigns, and so on, see User Rights Management.
  • A user has an e-mail address defined in the Contact Center system.
Note: SAP BusinessObjects cannot be used for monitoring data provided by Restful Monitoring Interface (RMI).