Avaya CMS Call Reporting
On-Premises or Comstice-Hosted
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Web-based Avaya reporting for contact center with unlimited concurrent users, agent and team scorecards by email, setting goals, thresholds, visual cradle to grave reports using Avaya ECH data, call tracker, heatmaps and Avaya contact center repetitive call analysis for better customer experience
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 reports, access over one hundred Comstice and Avaya stock reports created using contact center best practices.
Avaya and Comstice Stock Reports
Reports and charts built using contact center best practices.
Set Goals and Thresholds
Set daily goals and thresholds for agents and the queues. Learn more
Agent Scorecards
Daily, weekly and monthly scorecards to each agent by email with targets vs actual data. Learn more
Minimum Avaya licenses
Only Avaya CMS ODBC license required. No AES Server TSAPI or other licenses needed.
Custom Reports
Reports created for your specific business needs that you can run, schedule and share.
Daily Performance By Email
Set limits to agents and queues and receive daily results by email. Learn more
Cradle to Grave
Access to cuztomer journey for each call using Cradle to Grave Reports created with Avaya Extended Call History data.
Scheduled 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.
Click here for Avaya Contact Center Select and IP Office Reporting and Analytics.
Built Based on User Feedback
Comstice Avaya Call Reporting solution features are created based on the user feedback. We created a universal reporting tool for customer experience that displays Avaya and third-party data
- Call Tracker and Cradle to Grave Reports
- Retain Detailed Call Center Data Longer
- Integrate Third-Party Data for Universal Reports
- Per-User Reporting Permissions
- Drilldowns from Reports and Charts
Bundle with Comstice Wallboard
Comstice Wallboard provides real-time dashboards, notifications, configurable layouts and agent real-time portal to every logged-in agent.
Comstice Wallboard Mobile App in Apple AppStore and Google Play Store.
Avaya CMS-Based real-time data. No Avaya AES license required. Learn more.
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.
| 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 |
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 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.
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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 ODBC license for accessing Avaya CMS Database. There i no license for accessing External Call History Interface and ECHI reporting data.
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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.
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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 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.
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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.
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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. 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 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.
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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.