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Connector Data Sheets

Avaya Aura to Aspect Workforce Connector

Streamlining your workforce management

Aspect provides WFM connectors designed to facilitate the gathering, integration, and utilization of data for real-time, business-driven decision making and enhancing all facets of customer interactions. The connector integrations provide increased adaptability, whether deployed on-site or in cloud environments, ensuring a smooth transition to cloud-based solutions that align with your business strategy.

  • Flexibility

    Designed for swift and seamless deployment in the cloud, on-premise, or as a hybrid model, catering to your business needs.

  • Enhanced data

    Powerful connector framework for a consolidated feed of data from your existing ACD into your best-in-class WFM solution.

  • Configurability

    Building a configurable data flow of real-time and historical data for your specific operation requirements.

Integration flow

Connector features & benefits

Historical
Application-based interval reporting for voice
Application-based interval reporting for chat
Application-based interval reporting for tasks
Application-based interval reporting for email
Application-based interval reporting for SMS
Application-based interval reporting for Social (WhatsApp, Facebook Messenger)
15-minute reporting intervals
30-minute reporting intervals
Agent productivity reporting
APS reporting by Application
APS reporting by agent
APS reporting by group
APS reporting by workgroup
APS reporting by skillset
APS reporting by routing profile
Ability to manually re-ship data
Configurable scheduling of reports
Configurable number of previous intervals to be resent each interval
Previous 2 hours of data re-shipped each interval
Data is pushed to the Connector
Real-time adherence
Aspect Universal Protocol
Avaya Aura Protocol
Configurable to source for RTA state mapping
Configurable to source for RTA reason code mapping
Support for custom agent status
Support for custom states
Multi-channel support

Browse all connector data sheets

Aspect Unified IP
Avaya Aura
Five9
NICE
UJET
Verint
Zendesk
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