Avaya CMS Call Reporting
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Modern, easy to use web-based contact center reporting platform with unlimited user accounts, agent and team scorecards by email, goals, thresholds, visual cradle to grave reports, call tracker, heatmaps, monthly dashboards and drilldowns
Set Measurable Business Goals and Automate the Reports by Email
Integrate 3rd-Party Data and Create Universal Reports
Reduce Repetitive Calls and Measure Customer Patience for Queues
Avaya Call Reporting Features
Automate and visualise the reporting features, eliminate manual work and benefit from call center reporting best practices with out of the box Comstice and Avaya reports.
Browser-Based Avaya Stock Reports
Personalise access permissions for all the reporting users with unlimited user access.
Set Goals and Thresholds
Set targets and thresholds for daily, weekly and monthly performance to agents and teams. Learn more
Agent Scorecards
Daily, weekly and monthly scorecards to each agent by email with their targets vs actual performance. Learn more
Minimum Avaya Licences
Only Avaya CMS ODBC license required. No TSAPI or other licenses needed.
Comstice Stock Reports
Comstice reports built with call center best practices such as Repetitive Call Analysis and Customer Patience Index.
Daily Performance By Email
Set limits to agents and queues and receive daily results by email. Learn more
Cradle to Grave
Update availability in the Team Calendar for PTOs, review team availability and events for shift scheduling.
Scheduled Reports By Email
You can schedule reports to be run daily, weekly and monthly and to be sent to agents, team leaders and executives as email weblink.
Easy Access to Meaningful Data
Historical Dashboards, Heatmaps, Year on Year Charts with Drilldown Options to Weekly, Daily and Hourly Views
Comstice Quartz 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.
Comstice contact center analytics tools such as heatmaps, repetitive call analysis, customer patience index help to find the meaningful insights quickly and share the information with the rest of the business.
Daily Actionable Insights by Email
Set your team and queue thresholds and receive daily emails about the performance
You can set performance thresholds based on your strategic goals and get daily actionable insights as an email about the agents performing below the defined thresholds as well as the insights about your team queues.
You can then drill down to the agents and the queues exceeded the threshold and analyze further quickly. Learn more.
Unlimited Concurrent Users
Unlike generic reporting tools such as PowerBI, Tableau, Comstice Quartz Reporting solution has no licence limit on concurrent usage. It is licenced 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.
| Features | Generic Reporting Tools | Comstice Quartz Reporting and Analytics |
|---|---|---|
| Out of the Box 30+ Stock Reports | No | Yes |
| Daily Actionable Insights | No | Yes Learn more |
| Unlimited Concurrent Sessions | No | Yes |
| Shift Scheduler | No | Yes Learn more |
| Team Calendar | No | Yes Learn more |
| Agent Reporting and WFM Mobile App | No | Yes Learn more |
| 24-Hr Deployment and Go-Live | No | Yes Request On-Site Trial |
Forecasting with Historical Data
Comstice Quartz reporting also offers workforce management and workforce optimization module including agent mobile app.
Our visual forecaster feature helps you to blend data from the past few years or weeks, 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 5, 15 or 30 minutes. Learn more about how Comstice Forecasting and Shift Scheduling works.
Repeat Call Analysis, Customer Patience Index
Analytics features to increase First Contact Resolution
Repetitive Call Analysis helps team leaders to monitor the number of repeat callers and analyze their call reasons and the results. Comstice Quartz helps to report and reduce the repeat calls and imcrease the first call resolution at your Avaya contact centers. You can also report and improve customer satisfaction using Customer Patience Index analysis.
Better reporting in the contact center helps to increase the performance and customer conversion rate for your company. A specialist call center reporting tool such as Comstice Quartz offers many best practice reporting features out of the box.
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.
Learn more about Avaya Contact Center Suite by Comstice
FAQ
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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 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.