Selected as part of Avaya’s DevConnect Program, Spectrum’s reporting solutions have been tested for compliance by Avaya. As well as being compatible with standards-based Avaya contact center reporting solutions.
Spectrum Real-Time Visual Solutions integrates with various Avaya platforms; blending real-time and historical data and performing advanced high-level data calculations to provide custom KPIs that aren’t available natively from Avaya. Information can also be combined from data sources outside the Avaya umbrella to provide an overall view of Contact Center performance.
Custom KPIs can be easily applied to various display options to target agents and managers on Dashboards, LCD/LED screens, Web-based reports, Desktops, email and smart devices. Reports can display generic performance data for real-time decision making or content can be based on agent seniority to improve individual performance.
Spectrum’s neXorce Enterprise integration is always changing, depending on the Avaya platform we utilize secure sockets, RSM feeds, and/or ODBC connections. The raw data from each application is different so configuration requirements are predetermined and data to be collected is defined by the Avaya ACD.
Avaya CMS : Split/Skill, Agent State, Agent Summary, VDN, and some Outbound
Aura/IP Office :Skillset, Application, Agent State/Summary
VectraView Output Module is used to display content on LCD/LED screens for large groups in the contact center, displaying real-time/historical information and corporate communications.
XorceView Output Module was designed for Agent desktops, displaying group content to build coherence or personal metrics to drive performance. XorceView is also a great tool for managers, providing a real-time snap shot of agent and group performance, while using very little desktop real-estate.