How do I access the raw contact centre data?

If the available reporting and analytics suite do not provide/cover your usecase, or required insight, Pro customers have exclusive direct access to our comprehensive data warehouse. This powerful resource houses all the raw source data from your contact center, providing you with a wealth of information to support your advanced analytical needs.

With this direct connection to the data warehouse, you have the flexibility to build any additional metrics or dashboards tailored to your specific use cases. While our standard advanced reporting suite offers a robust set of analytical tools, we understand that it may not cover every unique customer niche or specific requirement. Your access to the data warehouse bridges this gap, empowering you to generate the precise insights you need.

This capability allows you to delve deep into your data, customize reports, and create highly specific dashboards that enhance your decision-making and strategy formulation. Whether you’re exploring new metrics, adjusting existing ones, or developing completely bespoke reports, your access to the data warehouse ensures you have the tools at your disposal to meet your distinct business needs.

For full data documentation, please find: https://developers.cm.com/mobile-service-cloud/docs/data-documentation

If you are a Pro customer, and would like to connect to the Data Warehouse, please contact your Customer Succes Manager.