Call Analytics for Avaya download

Call Analytics tool is a server program that monitors Avaya VDNs, ACD Hunt Groups and Extension objects, it extracts useful information from monitoring events and outputs call and agent records for applications such as reporting, wallboard integration and call log analysis. The Call Analytics tool is a CTI reporting and real time monitoring engine and it is an ideal tool when CMS is not in placed for call center environment.

Features

To detect nuisance call attacks by monitoring abandon calls and short duration calls
To detect fraud activities such as KPI manipulation which caused by agent short duraton calls
To identify the callers of the abandon and short duration calls
To capture user data from TSAPI UUI and store the user data together with the call data in Splunk and database
To provide real time data for building of real time reports and dashboards
To trace a call from its beginning to end, multiple call records can be correlated by common key such as UCID
To list customers waiting in queue together with their calling number and waiting time
To find out how long each customer waits for an agent
To find out the frequency and duration of an agent to perform hold call
To find out agent or customer who hangups a call first
Uses the VDN detail call logging which stored in the database for different kind of reports
Uses the abandon and short duration data for different kind of CRM application