Virtual Observer Community workforce management system offers a
native and smarter integration at a lower cost than legacy workforce management
suites, providing Avaya customers with distinct advantages in a highly competitive
marketplace.
Virtual Observer (VO) Community workforce management integration
is native to the Avaya platform, whereas, legacy solutions traditionally
require the end users to acquire two distinct reports, one for transactional
data and one for agent state data that is used for adherence reporting
purposes. VO Community workforce management directly queries the database
eliminating this expense and third party cost entirely for the end users.
Because of the way VO Community workforce management directly
queries the database, once installed, the resident Avaya transactional data may
be moved directly into the VO Community database and immediately used for forecasting
purposes. VO Community customers do not have to wait for transactional data to
accrue to generate forecast of customer demand.
In addition to its ability to quickly move transactional data
into our MS SQL database, VO Community also enables the migration of both agent
and queue data right into the application, streamlining the entire the setup
and deployment cycle and providing a deeper integration than legacy systems.
VO Community workforce management also has a built-in
intelligent recovery mechanism. Should VO Community ever lose visibility into
CMS or AACC, for any reason, once visibility is restored VO Community will
automatically populate the missed interval data into our database with no end
user involvement.
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