The Avaya IQ contact center unified reporting and analytics platform consolidates data from Avaya customer service solutions and enterprise business resources, to deliver real-time and historical insights into both customer and agent activity. Avaya IQ reports on inbound and outbound calls, time spent in self service, as well as email and web chat sessions.
Avaya IQ provides hundreds of standard reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics. Customers can easily create their own reports or customize existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximize contact center efficiency and the customer experience.