Comstice Wallboard provides wide range of Avaya CMS and AES key performance indicators out of the box. Team leaders can build their own dashboards and share with the team and present on the large screens. It is also possible to add indicators from third party platforms such as ServiceNow, Zendesk and other backoffice applications.
Comstice can retrieve real-time and historical data from Avaya CMS, Avaya AES or both. Team leaders can create their own views, filter based on the agents, skills or VDNs. They can also lock the settings and share the dashboards with the team members and executives. Check out the available key performance indicators and example dashboards
Users can set certain thresholds or dynamic conditions and Comstice Wallboard automatically notify the recipients of each rule if the conditions are met, using the real-time data from Avaya Call Management System.
This can be based on calls in queue, oldest in queue as well as agent maximum AUX duration for breaks and lunch or notifying them when their average handle time is longer than the acceptable duration.
Team leaders can upload the Avaya CMS call volume and average handle time forecasts so they can monitor the adherence in the wallboard views.
It is also possible to notify off-shift agents automatically via SMS, in case of additional workforce needs. They can login and take calls remotely if needed
Comstice Wallboard can monitor individual calls at each split skill in Avaya Aura contact centers, with caller ID, called number and flags.
You can also monitor the phone numbers that agents are on the phone with, even when they are in AUX state.
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 CMS platform.
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 Wallboard by Comstice is licensed based on the number of reported (named) agents. There is no limit on number of concurrent users accessing the data.
You will need RTA and RTSocket licenses to retrieve the real-time data feed.
You can do that in the premium version by using RESTFul APIs from third party applications.
Ability to add third party widgets, wallboard mobile app, cherry-picking the calls from the queue, historical dashboards are part of the premium version.
Avaya Wallboard by Comstice is specifically designed for managing and visualising customer experience. It has built-in key performance indicators as widgets, as well as other contact center features out of the box.
Wallboard only stores data in the premium version for the historical dashboards. We store and present the data from Wallboard's local database for faster execution.
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
Yes, you can in the premium version.
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
Any active directory user can login to Comstice Wallboard and create dashboard based on their permissions. You can create a dashboard and share the permanent link. You can lock the filters so the recipients can only see the data with your filters.