Avaya Analytics™ enables supervisors and contact center managers to make better decisions for streamlining operations, reducing costs, and providing improved services. The Avaya Analytics™ reports provides actionable insights from every interaction to drive measurable improvements in customer experience and agent performance. It also analyzes the interaction types that Avaya Analytics™ for Avaya Oceana® supports. Using Avaya Analytics™, supervisors can analyze the current trends in the contact center and enhance agent performance.

Avaya Analytics™ is a software-only solution that provides the following features:

• Historical and real-time reporting on Avaya Oceana®

  Out-of-the-box historical and real-time reports

• Historical and real-time report customization

• Historical reports scheduling and emailing

• Multiple time zone support in historical reporting

Avaya Analytics™ for Avaya Oceana®:

• Provides a reporting engine to correlate, translate, calculate, and publish historical information. Avaya Analytics™ normalizes and standardizes raw event data across different products and channels. It enables the data collection from Avaya Oceana® and facilitates the use of that data to provide integrated, multichannel reporting across the customer journey. Therefore, organizations can make faster and better decisions to improve operational performance and customer experience.

• Provides producers and measures to Avaya Workspaces for use in real-time reporting dashboards.

• Provides out-of-the-box ability to create individual Business Intelligence dashboards. With role-based access control, administrators can create users and assign them to predefined groups. Users can create, edit, or view reports according to the privileges assigned.

• Integrates with Avaya Oceana®.

Avaya Analytics™ is built on Avaya Common Services. Common Services ensures ease of deployment and supports rolling upgrades, thereby simplifying the upgrade process. Every Avaya Analytics™ service is built according to microservices architecture. Using Common Services, you can deploy and update each service independently, without impacting other services in the solution.

Avaya Analytics™ collects events from Avaya Oceana®. With the collected events, you can create a suite of real-time and historical reports for Avaya Oceana® contact center activities. The evolution of the Avaya Analytics™ reporting platform provides the ability to view and analyze Avaya Oceana® data using real-time and historical dashboards. You can use Avaya Workspaces to monitor real-time data and use Avaya Analytics™ Web to analyze historical data.

Avaya Analytics™ includes Avaya Analytics™ Web, an intuitive web-based reporting application that provides historical reporting.

Historical Reporting offers:

• A web-based reporting application that provides historical reporting through a simplified interface

  With this interface, you can visualize the contact center performance over a specified reporting time. The interface provides an enhanced user experience for report creation.

• Consolidation of historical contact center performance and customer data across the contact center

• Extensive library of tables, graphics, and ready-to-use displays

• Ability to drill-down to granular level information

• Filtering options

• Options to export reports to Excel and PDF formats

  Note:

  HTML data format is currently not supported.

• Ability to schedule reports to run at user-defined intervals

• Ability to schedule reports to run based on daily roll-up and monthly roll-up data

• Options for calculated measures

• Facility for time zone reporting to display data in the preferred time zone

• Multiple predefined reports

• Option to create custom reports or modify reports to meet your business requirements

• Option for advanced users to import data from different data sources to create reports, documents, and dashboards to report on their imported data.

• Option to export web objects for archiving the custom reports during an upgrade.