Avaya BCMS Wallboard and Call Reporting
On-Premises or Comstice-Hosted
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Web-based Avaya BCMS Wallboard and Reports for contact centers with unlimited concurrent users, self-service dashboards, real-time alerts and agent ticker app.
Benefits
Unlimited Concurrent Users
No license limit on the users and sessions for the reports and the dashboards.
Real-Time Alerts with Thresholds
Set thresholds for real-time alerts to the agents, supervisors and other stakeholders via email, SMS and Microsoft Teams.
Historical Performance Reports
Web-based Agent and Skill performance reports, report scheduling and automated reports by email
Avaya BCMS Reporting Features
Self-service BCMS real-time dashboards, automated BCMS historical reports, Comstice stock reports, daily performance thresholds, and indicators created using contact center best practices.
Comstice Stock Reports
Reports and charts built using contact center best practices and drilldown features.
Set Goals and Thresholds
Set daily goals and thresholds for agents and the queues and receive end of day reports by email.
Agent Dashboards
Daily, weekly and monthly scorecards to each agent by email with targets vs actual data. Learn more
Agent Scorecards
Daily, weekly and monthly scorecards to each agent by email with targets vs actual data. Learn more
Comstice App Store
Reports created for your specific business needs that you can run, schedule and share on your network.
Daily Performance By Email
Set limits and thresholds to your agents, skills and receive daily results by email.
Self-Service Wallboards
Create your own wallboards using the built-in indicators and templates. See samples.
Automated Reports By Email
Schedule reports to be run daily ot longer and to be sent to the agents, team leaders and executives as an email weblink.
Avaya Wallboard Mobile App
Download "Comstice Wallboard Enterprise" app from Apple AppStore and Google Play and run it in demo mode
Avaya Wallboard mobile app can be used from agents to team leaders and executives. It helps to monitor call volumes, real-time queue information and agent states on-demand. It only updates the data when it is active on phone screen so it does not create an overhead on your phone battery.
Each user is associated with a security profile so that they can only see the information about the agents and the queues they are permitted.
Avaya Desktop Ticker App
Click and Run Desktop App for Avaya VDNs and Skills
Comstice Wallboard Ticker app is a click and run application that helps Avaya agents to monitor the queues even when they are not able to accesslarge wallboard screens. It is a click and run application and doesn't require any installation.
Once launched, it stays on top of any active window on the agent's PC, so even when the agent can not monitor Wallboard screen, she can monitor the real-time data from Avaya BCMS platform.
Unlimited Concurrent Users
Unlike generic reporting tools such as PowerBI, Tableau, Comstice Quartz Reporting solution has no license limit on concurrent usage. It is licensed based on the number of agents to be reported. Therefore, it can be used as a reporting portal and can be accessed by the agents as well as the executive team, supervisors, team leaders and data analysts.
Learn more about Avaya Contact Center Suite by Comstice
Avaya BCMS Reporting and Wallboards FAQ
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What is the license model for Avaya BCMS Reporting and Wallboard?
This solution has no license limit on the number of users. It is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data. You can also use Comstice Reporting for subset of your call center; specific department or site.
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Do I need additional licenses on Avaya to use Comstice Quartz?
No
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Can we create our own Avaya reports?
Yes, you can create your own dashboards and reports to a certain point. Using existing reports and widgets, you can build your own reports.
For comprehensive reports, Comstice will create the reports as part of your service allowance.
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How can I migrate my existing reports from another vendor?
Comstice can create a data link and save the data into its database for unified reports at Comstice Quartz. If there are APIs available, we can use them to retrieve third-party data. OTherwise, we can create a direct database connection with the third-party data.
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Why should I use Cosmtice instead of Tableau?
Comstice Reporting is specifically designed for managing and visualising customer experience. It has built-in out of the box reports, charts and dashboards as well as scorecards, agent and queue level daily and real-time threshold options, real-time notifications, repetitive calls and customer patience analysis reports built-in.
It also offers unlimited concurrent user access. There is no license limit on the concurrent users. Finally it offers Quartz Mobile app for the agents.
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Is this solution on-premises or in the cloud?
Comstice Reporting is designed to be run on-premises. Comstice can host it for your organization as well. It runs on a Linux VM as Docker containers.
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Does Comstice Quartz offer a data warehousing feature?
Yes, Comstice Reporting can offer data warehousing, so that your historical data is archived, even when your call center database is purged.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. You will create profiles to assign permissions about which agents, skills, VDNs and teams they can report for each reporting user.
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How long does it take to train an agent or supervisor on Comstice?
Typically we run one hour-long train-the-trainer session for supervisors, and we also provide video and pdf content. Agents usually do not need training; supervisors create view-only reports and scorecards for the agents.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can schedule a report and add the email address of the recipients.
Yes.