Avaya IQ is a reporting and analytics platform that consolidates real-time contact data from Avaya customer service solutions and enterprise business resources to deliver reports that provide insight into customer and agent activity. Avaya IQ collects call-traffic data, formats management reports, and provides an administrative interface to the Automatic Call Distribution (ACD) feature on Avaya Aura Communication Manager.

• Avaya IQ supports data links from Communication Manager, Proactive Contact, Avaya Experience Portal, Intelligent Customer Routing (ICR) and Avaya Aura Contact Center.
• Data Export Web service enables real-time and historical contact data stored by IQ to be extracted for reuse by third-party applications.
• The Data Export SDK provides resources to help developers use the Data Export Web service, including Java classes and a sample client application.

Featured Resources

• White Paper for Avaya IQ Data Model (2.0 MB .pdf)

Additional Information and Resources

• Call Center Elite on avaya.com
• Avaya IQ on Avaya Support site