Avaya Contact Center Reporting and Analytics

Visualized Avaya CMS Reporting with
Forecasting, Shift Management and more

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Cisco UCCE Reporting CUIC Alternative
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Visualize Customer Journeys

Snapshot of Customer Experience

Comstice Quartz helps to visualise the customer touchpoints in various channels.

Key journeys, such as renewals, can also be mapped to identify areas for improvement - especially relevant in an omni-channel context.

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Easy Access to Meaningful Data

Historical Dashboards

Comstice Quartz also offers Comstice Stock reports built with industry best practice. More visual reports, easy access to meaningful data helps contact center stakeholders from agents to C-level to access the information with minimal effort.

Quartz presents visualised data in the form of heatmaps, drilldowns (monthly / weekly / daily / hourly) and Year-On-Year data for a better visibility in the performance.

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Analytics and Forecasting

Analyze, don't just visualise

Our visual forecaster feature helps you to blend data from the past few years, filter unusual intervals such as holidays or technical faults, then forecast for each week, days of the week and intra-day. It also provides percentage distribution of the call volumes during the day for every 30mins.

Our AI-based time-series forecasting feature lets you estimate your resources automatically.

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Reskilling and Resource Management

Smart Resource Management

Quartz Resource Management builds and updates shift schedules in real-time, based on agent availability and preferences, to meet forecast demand.

The Quartz mobile app lets agents access shift details, update their availability and preferences and review their personal performance against your key indicators.

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Re-Skilling Avaya Agents

Avaya supervisors can update agent skills, add one or more skills to an agent, add one or more agents to a skill with competency levels using Comstice Quartz web portal.

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Avaya CMS Reports

Avaya and Comstice Stock Reports

Comstice Quartz provides real-time and historical reports with easy customisation features for Avaya contact centers. It also allows multiple reports to be merged, adding third-party data, creating charts from the table-based reports, scheduling the reports and delivering the scheduled reports via email to the recipients.

FAQ

Cisco UCCE CUIC Sample Report
  • What is the license model for Comstice Quartz?

    Quartz is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data.

  • Do I need additional licenses on Avaya to use Comstice Quartz?

    You will need RT Socket and RTA licenses for the real-time data. There is no license needed for accessing Avaya CMS database.

  • Can we create our own Avaya reports?

    You can merge multiple tables, refine an existing report and save it as a separate report also add third party data as a new column on a report.

    It is important to note that Comstice Quartz is designed for contact center data. However you can still create reports using third party data, particularly omnichannel data.

  • How can I migrate my existing reports from another vendor?

    Comstice Professional Services can help to migrate your existing data from the previous vendor so that you can retain your data set over the years.

  • Why should I use Quartz instead of Tableau?

    Quartz is specifically designed for managing and visualising customer experience. It has built-in reports, charts and dashboards as well as other contact center features out of the box.

    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.

  • Does Comstice Quartz offer a data warehousing feature?

    Quartz can offer data warehousing, so that your historical data is archived, even when your call center database is purged.

  • Can I control the level of access that my team members and supervisors have?

    Yes, you can. It is possible to create profiles to access agent-specific and call volume information.

  • Can I plan, allocate and monitor backoffice tasks using this system?

    Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document,report and forecast backoffice tasks as well.

  • How long does it take to train an agent or supervisor on Quartz?

    Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.

  • How easy is it to send a report to a stakeholder who is not set up as an agent?

    You can create a report and share the permanent link, or schedule the report and they will receive it as a weblink via email once the report is generated. Past reports can be accessed from their Quartz accounts.

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