Avaya CMS

October 3, 2019 in Avaya
Avaya CMS

Comstice Wallboard and Comstice Quartz reporting utilise Avaya Call Management System (CMS) real-time and historical data to create meaningful, easy to use reports and dashboards. Comstice Wallboard uses Avaya CMS data to help team leaders to create dashboards to monitor daily performance. Comstice Quartz reporting makes Avaya CMS data meaningful by letting managers to create and automate visual reports and scorecards.

Comstice Wallboard uses Avaya Call Management System (CMS) real-time data feed and runs notification rules to alert agents, team leaders and managers via email, sms and through Comstice Wallboard mobile app. Comstice Wallboard offers out of the box Avaya key performance indicators for Avaya split skill, agent states, agent call summary, vector and VDN information from Avaya CMS.

Comstice Quartz Reporting and Analytics uses Avaya CMS data to help businesses to access large data sets easily and quickly using data visualisation. Historical dashboards help contact center managers to analyse their trends and performance for better forecasting. Quartz reporting can also present data from third party platforms as well.

Key benefits of Comstice Wallboard for Avaya CMS

  • Easy to build and share dashboards for multiple sources such as voice , email, chat and third party data
  • Out of the box real-time and historical key performance indicators for Avaya Split Skills, Agent States, Agent Summary, Vector and VDN.
  • Ability to create business rules for notifications through email, SMS, visual and audio alerts
  • Comstice Wallboard mobile app for Avaya contact centers
  • Comstice Desktop Ticker app for Avaya Aura agents
  • Comstice Quartz for Avaya CMS Reporting

  • Helps key stakeholders to access meaningful data easily
  • Automates reporting with scheduled team and agent scorecards using Avaya CMS data
  • Consolidates large data sets in historical dashboards to see the long term data trends and performance
  • Benefits for Business Stakeholders

    Executives: Easy to access visual data using historical dashboards, scorecards through web and Wallboard mobile apps.

    Senior Managers: Automate reports, notifications and alerts, minimise manual work to access performance data easily.

    Team Leaders: Ability to monitor team performance quickly via automated reports, scorecards and real-time and historical dashboards

    Agents: Ability to monitor performance using daily agent scorecards, monitoring real-time activity using Comstice desktop ticker and dashboards, get notified for calls in queue, average handle time limits and AUX times.