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ContactPro Analytics Release 5
ContactPro Analytics Release 5
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
CONTACTPRO ANALYTICS R5 The ContactPro Analytics is a web-based solution to provide customers with enhanced omni-channel reporting. The solution brings several benefits of a modern and flexible real-time and historical reporting to the Management, Supervisor and Agent. This provides an overview about the status and performance of your omni-channel contact center for all channels. On top, ContactPro Analytics Services will access all relevant Systems such as Avaya Communication Manager, Avaya Oceana, Avaya Interaction Center Database and/or Avaya OA Database, as well as Avaya Elite Multichannel Systems to create a complete omni-channel reporting.
Features:
Connection to multiple reporting sources like
Avaya Interaction Center database only and/or Operational Analyst database
Avaya Elite Multichannel database
Avaya Breeze/Oceana Analytics
Avaya Communication Manager / BCMS and CMS Interface
Consolidated reports for all channels
Multiple reports on only one web site
User-friendly configuration and administration
Create your own layout
Optimized for mobile and tablet devices
Open for 3rd Party external sources
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
The solution uses a web based browser environment to ensure the flexibility and performance at the desktop. Used developing tools:
Hosting: Internet Information Service IIS Microsoft
Server-Skript: C#
Server-Frameworks: ASP.NET MVC, Entity Framework, .NET
Client-Script: JavaScript, HTML, CSS
Client-Frameworks: Bootstrap, AngularJS, JQuery, JQuery UI, ChartsJS
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
ContactPro Manager for Analytics
Web based ContactPro configuration
Tenant and User based Reporting administration and configuration (User Rights)
User Rights from Avaya Control Manager
Modules and templates configuration on all layers
Reporting property configuration on all layers
Over >750 properties to customize ContactPro
Easy to deploy and configure
Multi-tenant and multi-language
Several non-installation options to start the ContactPro Manager (e.g. Remote, UNC)
User-right management for different views on the ContactPro Manager
Integration in the ContactPro client as a supervisor module
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
Real-Time & Historical Dashboard with external Sources:
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
Graphical comparison Reports
Historical tabular interval Reports for all Channels
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
Historical graphical Reports for all Channels, by interval 15min, day, week, month, year
Percent service level report vs. percentage abandoned contacts
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
Export to graphic, excel or PDF Reports for all Channels
Export directly to excel
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
Flexible selection of columns to display
Create graphic report from selected tabular columns
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
ContactPro Agent Desktop Reporting:
Wallboard
Skill Manager
Threshold highlighting
Omni-Channel Reports
Personal skill assignment, Agent statistics, ACD statistics and AUX statistics
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
ContactPro Agent Desktop Personal statistics:
Factsheet - ContactPro WebReporter and Dashboard Copyright © 2018 CCT
REQUIREMENTS
Operating System: Windows Server 2012, 2016
CPU: typical 4 vCPU with >2,5 GHz
RAM: Minimum 16 GB
HDD: Minimum 500 GB
MSSQL 2012, 2014, 2016 Standard & Enterprise, Express is supported with limits)
Integrated MongoDB 3.4 or above (deployed by CCT)
Virtualization with HyperV, VMWare or XenApp, VM Ware Horizon is supported
Client Access: Chrome, Firefox, Edge or Internet Explorer
One ContactPro Analytics server and its components can handle up to 400 concurrent
web reporter (Supervisor) connections.
Transmission and reproduction of these documents to utilize or disclose its contents are not permitted
unless explicitly granted. Offenders are liable to pay damages. All rights reserved.
CCT ContactPro is a registered trademark of CCT Solutions. All other named product and company titles
as well as logos are trade names or registered trademarks of their respective companies / owners.
Issued by:
CCT Solutions
1735 Market Street STE 3750 Philadelphia, PA 19103 United States of America Tel. +1 877 867 6740 [email protected] CCT Deutschland GmbH Voltastrasse 81 60486 Frankfurt am Main Germany Tel. +49 69 7191 4969 0 [email protected] Copyright © 2018 CCT
