Quartz Contact Center Reporting and Analytics

Enhanced Reporting and Analytics for Amazon Connect, Cisco, Avaya and Genesys Contact Centers

image
  • Contact Center Reporting
    Image

    A One-Stop Shop for All Your Contact Center Needs

    A single web interface for contact centers, providing reporting, analytics, forecasting, resource management and customer journey maps.

    Quartz simplifies life for your key stakeholders (agents, team leaders, BI teams, QA experts and executives), integrating seamlessly with your contact center platform and third party applications.

  • Historical Dashboards
    Image

    See the Bigger Picture

    Comstice Quartz offers Heatmaps, Drilldowns (monthly / weekly / daily / hourly) and Year-On-Year data with the rate of change visualised.

    Comstice Quartz ensures that these long-term charts generate quickly; visual reports can be built and shared easily with our report designer feature.

  • Analytics and Forecasting


    Image

    Eliminate the Noise in your Forecasts

    Our visual forecaster feature helps you to blend data from the past few years, 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 30mins.

    Our AI-based time-series forecasting feature lets you estimate your resources automatically.

  • Resource Management
    Image

    Smart Resource Management

    Quartz Resource Management builds and updates shift schedules in real-time, based on agent availability and preferences, to meet forecast demand.

    The Quartz mobile app lets agents access shift details, update their availability and preferences and review their personal performance against your key indicators.

  • Customer Journey Map
    Image

    Walk in Your Customer's Shoes

    Information can be presented in real time to your agent, to give them the latest view of the individual customer’s journey history.

    Key journeys, such as renewals, can also be mapped to identify areas for improvement - especially relevant in an omni-channel context.

Why Comstice Quartz?

Uniquely designed contact center solution. Built on industry best practice, integrates seamlessly with your contact center technology

Fast go-live with our out-of-the-box feature set. No additional hardware required. Ability to run in the cloud or on-premise.

Maximizes the power of your data. Puts your data in your hands, gives it to you quickly and accurately, with no need for offline data manipulation.


Image

Business Impact


Cisco Finesse Native Desktop Client


Agent

I have access to my own reports and can track my performance easily. I can also see my schedule and manage my unplanned absence and my time-off requests and schedule using the Quartz mobile app, helping me in my busy life.

Cisco and Genesys Dashboard


Team Leader

I have more visual tools that I can use to talk to my team, peers and management about performance. I can spend my time on coaching my team and reviewing performance data, rather than trying to build reports and weekly schedules.

Comstice Mobile Agent for Cisco Finesse


Contact Center Operations

My BI team doesn't have to do a lot of work in Excel or generic BI tools; they can spend the time analyzing customer journey maps and managing touchpoints. My reporting is scheduled and consolidates all key data into single, visual document.

Cisco Finesse Native Desktop Client


Executive

I get regular reports that are easy to consume and high impact. I can make the most of time-saving efficiencies across my BI and supervisor base to invest back into better AX and CX across ny contact center.

Cisco and Genesys Dashboard


IT Department

Contact Center staff can access key contact center features and data using Comstice Quartz - no need for a ticket to IT to get a new report. Also Comstice Quartz can provide all the agent and telephony functionality, eliminating any installations.

Comstice Mobile Agent for Cisco Finesse


End Customer

I get a better customer experience because the agent I talk to knows what I've already tried to do, so I don't repeat myself. My journeys are monitored and analyzed to spot and resolve stressful areas.

Multi-Vendor Support

  • Amazon Connect
  • Avaya Aura and Oceana
  • Genesys PureConnect and PureEngage
  • Cisco UCCE and UCCX
  • Amazon Connect Contact Center Reporting

    Comstice Quartz integrates with Amazon Connect via Kinesis for data streams, S3 bucket for scheduled reports and CCP APIs for agent functionality and provisioning. Quartz includes Amazon Connect scheduled reports as well as Comstice Stock reports for Amazon Connect based on industry best practice and customer use cases.

    Learn more
  • Avaya Contact Center Reporting

    Comstice Quartz integrates with Avaya Aura via CMS and Avaya Oceana for real-time and historical reports. Quartz includes Avaya contact center reports as well as Comstice Stock reports for Avaya, based on industry best practise and customer use cases.

    Learn more
  • Genesys PureConnect and PureEngage Contact Center Reporting

    Comstice Quartz integrates with Genesys PureConnect via ICWS and PureEngage via StatsServer for real-time and historical reports. Quartz includes Genesys out of the box reports as well as Comstice Stock reports for PureConnect and PureEngage, based on industry best practice and customer use cases.

    Learn more for Genesys PureConnect

    Learn more for Genesys PureEngage

  • Cisco UCCE and UCCX Contact Center Reporting

    Comstice Quartz integrates with Cisco UCCE, PCCE and UCCX for real-time and historical reports. Quartz includes Cisco CUIC reports as well as Comstice Stock reports for Cisco, based on industry best practise and customer use cases.

    Learn more for Cisco UCCE

    Learn more for Cisco UCCX

  • Workforce Management Mobile app
  • Workforce Management Mobile app
  • Workforce Management Mobile app
  • Workforce Management Mobile app

Mobile-First Resource Management

Comstice Quartz offers a mobile app for the customer service stakeholders.

It helps agents to access their schedule, make their time-off requests, unplanned absence, access to scorecards, QA reports and update their shift preferences.

It also enables team leaders to manage time-off requests, schedules, real-time adherence and other actions.

FAQ

Image
  • 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 of the data.

  • Do I need contact center additional licenses to use Quartz?

    There is no additional license implication for Amazon Connect or Cisco contact center solutions.

    Genesys and Avaya contact centers may need additional licenses, depending on model / current license pack.

  • What is the server specs for Comstice Quartz?

    Good news ! Unlike many generic BI tools, Comstice Quartz does not need a dedicated server hardware.It runs on a Linux OS as a virtual server. It will run on your VMware ESXI environment or an AWS instance.

  • Do I have to upgrade Quartz when I upgrade my contact center?

    Generally no. The database and the real-time data feed do not change, or are backward compatible in the new versions.

  • Do I have full control of my data?

    If you choose to deploy Quartz on-premise then the solution sits 100% on your network.

    Amazon Connect customers can use a virtual private cloud (VPC) in AWS and use Comstice Quartz on their network.

  • 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.

  • 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.

  • Can I control the level of access that my team members and supervisors have?

    Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document,report and forecast backoffice tasks as well.

  • Can I change agent skills / settings?

    Yes, you can, if you are using Cisco or Amazon Connect contact centers.

  • 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.

  • 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.

Join our newsletter for all the news and ideas we are working on

By visiting our site, you agree to use of cookies to enhance your browsing experience. I Agree
Success!