Avaya Operational Analyst (OA) enables full, real-time and historical multichannel analysis across multiple sites and vendor platforms. It includes a centralized customer interaction repository (CIR) that provides full access to customer transaction and interaction history across voice, web, e-mail, and more.
Dashboards, wallboards, and desktops and created by NeXorce Enterprise software are powered by Spectrum Unified Contact Center Reporting. Avaya OA real-time reporting software implements neXorce software. NeXorce uses Web Soap Calls to collect multichannel ACD data from the Avaya OA. Data such as Service Class, Agent State, Voice Email and Chat durations and much more.
Call centers using Spectrum’s neXorce enterprise software also are capturing data from other sources such as CRM, WFM, and in-house created databases.
Applications for Avaya OA 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