See Every Customer Journey in Your Avaya Contact Center
On-Premises or Comstice-Hosted Reports and Dashboards
Transform your raw CMS data into actionable insights, automate reporting and scorecards by email, eliminate repetitive calls, analyze journeys with cradle to grave reports, monitor customer patieence, and re-allocate your staff quickly with unlimited number of users.
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
Why Leaders Switch to Comstice Quartz
Unlimited Users
No user or session limit
Reports by Mail
Daily insights at your inbox
Cradle to Grave
From ring to resolution
First Contact Resolution
Eliminate repeat calls
Third-Party Data
Create universal reports
Drilldowns
From summary report to detailed
How It Works
- Deploy on-prem (Docker on Linux VM) or let Comstice host (Zero-Downtime Openshift / Kubernetes).
- Connect via single Avaya CMS database licence—no AES needed.
- Quartz auto-ingests historical & real-time data, builds 100+ best-practice reports.
- Set goals, thresholds and recipients; Quartz emails interactive scorecards daily.
- Per-User Reporting Permissions, Integrate Third-Party Data
Recent Videos
Click here for Avaya Contact Center Select and IP Office Reporting and Analytics.
-
“Daily insights by email helps me to review the daily performance in one go without browsing through multiple reports.” -
“Our agents receive automated scorecards daily, weekly and monthly, monitor their performance vs their targets.” -
“Comstice Quartz cut our manual report prep by 40 % and helped us hit a 30 % FCR lift within three months.” -
“Within a week, I could see our agents to minimise their hold times and increase their occupancy dramatically.”
Preferred By
Download Data Sheet for
Features, Architecture, and Project Plan
Get all the details about Avaya BCMS Reporting and Wallboard solution, including features, comparison with the alternatives, architecture, server specifications and the sample project plan.
Download Data SheetOur Partners
Learn more about Avaya Contact Center Suite by Comstice
Avaya CMS Call Reporting FAQ
-
What is the license model for Comstice Quartz?
Quartz 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 Quartz Reporting for subset of your call center; specific department or site.
-
Do I need additional licenses on Avaya to use Comstice Quartz?
Unlike other reporting solutions, you do not need Avaya AES licenses for every agent. You will need database connection license for accessing Avaya CMS Database. There is no license for accessing External Call History Interface and reporting cradle to grave data.
-
Can we create our own Avaya reports?
You can request a new report and Comstice will create and optimize the report query and the report itself. 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. But we can also integrate third-party data for unified reports.
-
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.
-
Why should I use Quartz instead of Tableau?
Quartz 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.
-
Is this solution on-premises or in the cloud?
Comstice Quartz 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.
-
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.
-
Does Comstice Quartz include real-time dashboards?
Comstice has a separate dashboard and wallboard solution for the real-time and daily historical data. You can bundle Comstice Quartz Reporting with Comstice Wallboar for Avaya CMS together or purchase them separately.
-
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.
-
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 we also provide video and pdf content. Agents usually do not need training; supervisors create view-only reports and scorecards for the agents.
-
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.