CallAnalytics

CallAnalytics 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.

The Call Analytics tool uses Avaya TSAPI library, it monitors these Avaya objects and produces the data for real time reports, splunk and database logging. Also, the data can be accessed by various interfaces such as API DLL, database and REST interface. The Call Analytics tool is useful in the following areas:

  • 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 duration 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

License Pack 

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Email Support Services

  • For continuous support,  you can purchase the 1 Year Email Support Services
  • For each instance of CallAnalytics, you need to purchase a separate Email Support Services contract
  • You are entitled to change license key one time during the supporting period for event such as change of server machine
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Remote Installation and Configuration Services

  • Install and configure CallAnalytics
  • Configure CallAnalytics to send data to database and Splunk
  • Remarks:
    • OS and database installation is out of the work scope
    • Avaya configuration is out of the work scope
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