IPCC & AVAYA Data Differences (AHT/CHT)

[markerussell]

I am interested to understand how customers have handled the differences between ICM data and Avaya data when managing their virtual estate. I have a customer who uses IPCC in the UK and uses an outsource partner in India and they provide MI from offshore but when the ops team want to bring the single view of agent performance, handle time, wrap time etc. Obviously both systems measure these differently.

I am sure others have had this similar challenge and was wondering how they had over come it.

regards

Mark

[Riccardo Bua]

Hi again,

in those hybrid scenarios you have usually two options:

a) You keep the systems separated and run the reporting on each side

b) You find a solution that can report on both, like ICM Webview or CUIC and take that data trying to avoid comparison as it would hardly match completely across different systems.

Regards,

Riccardo