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.
Effective May 22, 2017, Avaya will no longer sell (make commercially available) new or upgrade designs for Avaya IQ software and corresponding hardware, versions 5.2.x and 5.3. Developers should consider the Avaya Analytics™ solution for all new development programs. For more information see the Product Transition Notice on the Avaya Support website.
- Avaya IQ supports data links from Communication Manager, Proactive Contact, Avaya Aura 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.