RAP CMS Data Bridge

Business Intelligence for smarter call management

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RAP CMS is Acqueon’s Business Intelligence plug-in to the Avaya CMS.

Reports generated can be customized using RAP CMS’s Report Designer and viewed through Report Viewer.

The Call Management System (CMS) is an operational-effectiveness solution from Avaya. It offers integrated analysis and reporting of agent(s), VDNs, skills, and single or multiple Contact Centers around the world.

Business Benefits

  • Report generation and viewing made easy
  • Customer behavior can be analyzed
  • Call Center statistics based on business parameters are obtained
  • Call Centers will be able to cut costs by not investing in other reporting tools - improves overall efficiency
  • As report generation is made easier, Call Center executives save a lot of time evey time reports are generated - the modules are designed just once

Features

  • It integrates with ECHI (External Call History Interface) of CMS and feeds the information to a Windows machine- RAP Data Bridge. This is designed to procure call-by-call reports integrated with business data.
  • The CMS can be configured to dump the ECHI files into another machine using FTP
    • RAP CMS Data Bridge monitors this and on receiving a new file, it parses the same and inserts it into the database
  • Reports are generated and viewed using the RAP CMS report designer and viewer
  • RAP CMS Historical Report Designer
    • Create Custom Templates
      • Templates can be designed for a lot of elements from the CMS
      • The selection criteria for individual templates allows any number of elements to be selected
      • Selection criteria can be set as a combo box, list view or a simple text box for auto display of parameters
      • The structure of the report viewer can be changed by creating custom folders
    • Overall and Call-By-Call View
      • Reports are available in tabular format
      • Cradle-to-grave reporting for a single customer call lined with business data
      • Standard reports using MS SQL reporting engine
      • Generate MIS information from a single database