Dashboards, wallboards and desktop reporting with NeXorce use the Avaya RT socket to capture data from the Avaya IQ and stores the collected data in the NeXorce database. NeXorce Enterprise Software is the software engine for Unified Contact Center Reporting. By combining the IQ data with other data such as CRM, WFM, etc. neXorce is able to capture Avaya Split Skill, Agent and information from the Avaya IQ.
Call centers using Spectrum’s neXorce enterprise software also are capturing data from other sources such as CRM, WFM, and in house created databases. High Availability data collection is also available.
Applications for Avaya IQ Reporting
- Senior Managers: Web based reports, mobile phones, desktops with historical contact center information and drill down capabilities.
- Managers: Dashboards, Web based reports, desktops, mobile phones, LCD Screens with Agent, CRM and WFM information and drill down capabilities
- Team Leaders: Desktops, LCD Screens with Split Skill and Agent status information
- Agents: Desktops, LCD Screens and Wallboards with Split Skill and Agent status information