Avaya IQ Advanced Reporting

Advanced Reporting provides reports using the data from sources such as Avaya Aura Call Center Elite and Avaya Aura Contact Center multimedia in a single value add report. Except for the device reports, the standard historical and real-time reports that previously reported on only Call Center Elite data will now also report on Avaya Aura Contact Center data. When an agent is assigned to Avaya Aura Contact Center and Call Center Elite, then Call Center Elite manages the voice contacts for the agent and Avaya Aura Contact Center manages the non-voice contacts for the agent. If the agent is an Avaya Aura Contact Center agent only, then Avaya Aura Contact Center manages all contacts for that agent. This feature integrates voice and non-voice data for real-time and historical reporting. Avaya Aura Contact Center Reports support a one-to-one relationship between queue and channel. A queue is currently associated with a channel.

Additionally, Avaya IQ 5.2 supports email, FAX, SMS, instant messaging, document, and web chat channels on the Avaya Aura Contact Center. Therefore, you can add a new measure Channel in all historical reports through customization. The input page of two reports, the Customer Experience Details and the Contact Details reports, provides the facility to select the channel and view the report accordingly.

Key Points

Product Features