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neXorce BCMS

 

Avaya BCMS with neXorce

neXorce is an automated real time reporting solution that will capture data from the Avaya BCMS and output the Key Performance Indicators to agents, supervisors and managers.  neXorce is capable of collecting data from other Avaya applications as well as other third party applications, such as help desk ticketing systems, network reporting software or even in-house developed applications.  Automated Real Time Reporting is critical to the success of a business that uses real time data to make Key Decisions.  Invariably, we are all too busy to create the real time report we need to make these decisions and that is part of the benefit of the neXorce Automated Real Time Reporting solution. neXorce will automatically capture and present the real time reports required to run an effective and efficient contact center operation. 

Avaya BCMS has a 30 second refresh rate that cannot be changed.

The Avaya BCMS statistics can be captured thru the CLAN via a Telnet session. The customer or Avaya must supply the login/password. 

The following data items can be viewed from your Avaya BCMS via the CLAN connection. Older systems may require a serial connection via the 8400 Data Module.

Sample Data Items 
Group Name
Screen Time    
Calls Waiting  
Oldest Call
Avg Speed Ans
Avail Agents
Aband CallsT  
Avg Aband Time
ACD Calls
Avg Talk Time
Avg After Call
% in Serv Level