Interaction & Operational Anaylst

Description:

Avaya Operational Analyst is a complete operational performance reporting and contact center analytics environment for multichannel contact centers.

Operational Analyst enables full, real-time and historical multi-channel analysis across multiple sites and vendor platforms. It includes an centralized Customer Interaction Repository that affords supervisors and business managers full access to customer transaction and interaction history across voice, web, e-mail, and other media.

Standard operational and analytical report packages provide actionable details and summaries across multiple sites, ACDs, and communication channels.

Real-Time Event Processing
Collects and processes real time events across all Interaction Center communication channels. Data from agent desktops and channels are collected and processed to provide comprehensive and consistent real-time reports across all channels. Enterprises can define up to 4 additional views of real-time data excluding the current 30-minute interval.

Real-time analysis allows businesses to monitor and more effectively respond to issues that affect overall contact center effectiveness.

Customer Interaction Repository
A common repository of detailed customer data that can contain multichannel data from Avaya Interaction Center, ECH data from Call Management Systems (CMS), and other information about activities in the contact center.

Unified data collection and storage allows easier generation of more comprehensive, actionable reports for single or multi-site contact centers.

Business Value Reporting Includes support for direct integration of enterprise applications data collection alongside customer interaction data.

Allows more complete reporting and analysis of customer value to the enterprise.

Tabular Reports Wizards
A new browser based 4 step report wizard allows managers to more quickly create actionable reports on realtime agent status, service levels, and service queues.

More flexible and faster report set up enables faster decision making and nimbler management reaction to changing conditions.

Performance Reporting Package
The Performance Reporting package provides real time performance monitoring reports across all media channels, predefined historical reports across a Interaction Center and CMS, and browser-based access to easy to read reports of real time or historical results.

Predefined reports packages allows supervisors to get up to speed quickly and easily.

Call us at 1-800-579-9600 or 732-805-3400
Email: sales@platcomm.com