Description

Avaya Contact Center Performance Management is a performance reporting solution designed for contact centers. It enables users to create filters for real-time and historical reporting, configure skillset, application, and agent filters, assign colors to threshold settings to highlight text when a threshold level is exceeded, generate reports detailing the past performance of a contact center, and monitor the changes in call activity in real-time such as the number of calls waiting, the number of agents assigned to each skillset, and the number of abandoned calls. Features include network-consolidated displays, real-time statistics, access and partition management, template importing wizard, and graphical analysis.