An Overview of What’s New in Avaya IQ 5.0

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Presentation transcript:

An Overview of What’s New in Avaya IQ 5.0

What’s new with 5.0? Avaya IQ 5.0 provides substantial new functionalities including: Enhanced user support: More report users are supported by providing a third reporting host. New Performance Management Reports Contact Center Performance Management Reports help to understand the relationship among various key contact center measures. Set goals and track the progress towards achievement of those goals. Correlation reports to uncover potential causes and effects.

What’s new with 5.0? Avaya IQ 5.0 provides substantial new functionalities including: New Reports for Self Service (Voice Portal) Process Performance Management Reports Used to understand the performance of the Voice Portal applications and the impact of self-service on assisted service Enhanced reports provide end-to-end details about contacts routed through Communication Manager and Voice Portal Reports to analyze Voice Portal Performance

What’s new with 5.0? Avaya IQ 5.0 provides substantial new functionalities including: Report Designer Customize crosstab reports Target Line Formatting for Line Chart Reports (for other chart types the Formatting button is disabled)

What’s new with 5.0? Voice Portal Integration Voice Portal connects to the Avaya IQ through a batch input interface. Avaya IQ collects the following records stored in the Voice Portal Management System (VPMS) on a scheduled basis: Call Detail Records Session Detail Records

What’s new with 5.0? Voice Portal Integration (continued) The records are: Made available in conjunction with information from the Communication Manager. Used to provide cradle-to-grave and combined summary reporting. Note: To access the Application Detail Records, you need to continue using VPMS.