|
|
VPI PERFORMANCE Reporting for Avaya CMS
VPI, a dedicated Avaya DevConnect Gold Partner since 2002, has fully integrated its award-winning VPI Performance real-time reporting and performance management software with Avaya Communication Manager. VPI Performance consolidates and presents real-time information to empower contact center managers, supervisors and agents in several integrated ways to help them make better, quicker decisions with actionable, targeted performance and business intelligence. Included are 18 Avaya CMS reports, over 40 Avaya CMS metrics for use in customizable scorecards and desktop tickers, and a messaging and alerting capability.
This functionality supplements the Avaya Communication Manager platform greatly and has been a valuable asset to Avaya customers in achieving their objectives.
|
| |
| What VPI PERFORMANCE Offers Beyond Standard Avaya CMS Reporting Capabilities |
| |
 |
Gather Performance Information from Additional Contact Center Systems — VPI PERFORMANCE Avaya call center reporting software can bring in meaningful data and metrics from other sources in addition to Avaya CMS – including other other business systems (CRM, ERP, WFM, etc.) and other VPI modules (Quality, Coaching) and in a timely and relevant manner for each user – to give you a fully consolidated view of your contact center operations. |
|
No Limitation on the Amount of Data Collected or How Long it is Stored — managers can do true historical reporting, giving them insight into trending over time, or simply giving them the option to pull reports on older data. With VPI PERFORMANCE, interval-based Avaya CMS Reporting data is retained indefinitely vs. the shorter 30-day or 45-day options currently available in Avaya CMS. |
|
Easily Report Across Multiple Teams Across Multiple Queues, Multiple Locations and Even Multiple Avaya CMS Systems — Managers get a single, holistic and enterprise-wide view of their contact center operations. |
|
Create Custom Metrics based on Avaya CMS and Other Contact Center Data to Meet Business Objectives, then report on those metrics displayed in a variety of formats including real-time Web dashboard charts, scorecards and desktop tickers. No need to rely on raw Avaya CMS reporting data alone. |
|
Presents Information Instantly in Real-time — no need to rely on IT or reporting analysts to pull together information, by downloading it, adding to Excel, and preparing for management. |
|
Off-loads the Burden on the Avaya CMS Server — all reporting is performed within VPI Performance. |
|
Create Flexible Grouping Structures to Report on Groups and Teams in any Manner that Makes Most Sense to the Business — managers are not to seeing reports by a single queue only. For example, most contact centers will have a team of agents that handle calls from multiple queues. VPI reports give managers a true view into an individual agent’s performance. |
|
Create a Flexible, Hierarchical Grouping of Split/Skills — Allows users to reorganize and consolidate data across multiple splits. Multiple hierarchies can be created to provide different views of split data. This is helpful when split/skills are created by IT and don't directly map to business measurements) |
|
Reports Present a Historically Accurate Representation of an Agent’s Group Assignment — team data is retained as agents are moved to different teams. |
|
All Group and Agent Data can be Controlled and Dispersed Based on User Profiles and Permissions — this type of reporting flexibility is extremely powerful to customers. |
|
Web Browser-based Interface has a Minimal Desktop Footprint |
|
Ability to Deliver Targeted Alerts, Notifications and Optional E-Coaching Assignments based on Performance Thresholds to promptly correct performance gaps. |
|
|
Follow VPI On Twitter | 
Join VPI on Facebook | 
Call Center Experts
VPI CAPTURE ESSENTIAL™
Mastering First Contact
