The Operational Analyst software environment allows multi-channel contact centers to analyze performance data, both real-time and historical information, across multiple sites and vendor platforms. It includes a centralized Customer Interaction Repository that gives supervisors and business managers full access to transaction and interaction histories across voice, Web, email, and other media. Standard report packages provide actionable details and summaries that span multiple locations and communication channels.
- The Operational Analyst Data API is a Web service that enables real-time and historical contact center data to be retrieved by client applications via a SOAP interface.
- The Data API SDK provides resources to help you develop solutions with the Data API and is available for download under Releases for the release of Operational Analyst you are using.
- The Data API Utility Guide and Developer Guide are also available for download.