
Utility companies often need to analyze how consumers are using their Portal applications. This usage might be analyzed by different dimensions. One of the important dimensions is a channel. Channel indicates where the requests are coming from: Mobile device, Web application, IVR (or Voice) ….e.t.c. An example of an analytical use case would be:
Jane is a customer service manager in a utility company. She uses channel usage analytics to get detailed information about how often end-consumers have created meter readings on a mobile device within a specific time period.
Here it is an information about what is available in SAP Multichannel Foundation for Utilities for a Utility customer to create analytical reports based on the channel information.
Reporting based on the SAP Gateway service.
There is a standard OData service for SAP Gateway usage: /IWFND/USAGEEXTRACTOR. You can activate this service in your SAP GW system and get all the usages of OData service calls.
Consumer type attribute of this service contains user agent information. User agent information is provided with all HTTP (web) requests.
Example of the Consumer Type (user agent) is:
It is a string which often contains information about device and the application which requested information from Web server. Based on SAP Gateway OData/IWFND/USAGEEXTRACTOR, you can get your an analytic information if you map consumer type to the corresponding channel.
Reporting based on the existing BI content of IS-U and CRM.
SAP Multichannel Foundation for Utilities application offers the possibility to create more business relevant analytics. Two objects are used to record the activities/communication a consumer has using Multichannel Foundation. For the CRM system, interaction record is used. For the IS-U system, Business Partner Contact is used. Each time that a request to create/update data is triggered the system creates an Interaction Record (in CRM) or a Business Partner Contact (in IS-U).
The logic of mapping is as following (respecting priority): If the system finds the keyword "Mobile", it will map to the channel "Mobile Application (UMM)"; if the system finds the keyword "Voice", it will map to the channel "Voice” (UMV); if the system finds the keyword "Mozilla", it will map to the channel "Web Application” (UMW).
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