Avaya WFO R12 Intraday Performance Management
Avaya WFO R12 Intraday Performance Management provides real-time operational visibility and control for your contact center, enabling proactive adjustments to meet service level goals.
- Real-time Monitoring: Gain immediate insight into agent activity, queue status, and key performance indicators to identify and address issues as they arise.
- Performance Optimization: Empower supervisors with tools to manage staffing, reallocate resources, and ensure optimal service delivery throughout the day.
- Proactive Issue Resolution: Quickly detect and respond to deviations from performance targets, minimizing impact on customer experience and operational efficiency.
- Enhanced Agent Productivity: Provide agents with clear visibility into their performance and tasks, fostering accountability and driving better outcomes.
Product Overview
Product Overview
Avaya WFO R12 Intraday Performance Management is a software license that unlocks advanced capabilities for monitoring and managing contact center operations in real-time. It provides supervisors and managers with the tools needed to track agent performance, queue status, and critical service level metrics throughout the business day.
This solution is designed for IT Managers and IT Professionals within SMB and mid-market organizations who are responsible for the day-to-day operations of their customer-facing contact centers. It integrates with existing Avaya contact center platforms to offer immediate operational intelligence and control.
- Real-time Dashboards: Visualize key performance indicators and agent status instantly.
- Alerting and Notifications: Configure custom alerts for performance deviations.
- Workforce Scheduling Integration: Support dynamic adjustments to schedules based on real-time demand.
- Agent Performance Tracking: Monitor individual and team productivity against targets.
- Operational Efficiency Gains: Reduce missed service levels and improve resource utilization.
Empower your contact center team with the real-time insights and control needed to consistently meet customer expectations and operational goals.
What This Enables
Enable real-time contact center performance monitoring
Enable teams to gain immediate visibility into agent status, queue volumes, and key performance indicators. Streamline the identification of potential service disruptions and proactively manage resources to maintain service levels.
cloud-hosted contact center, on-premises telephony, hybrid call center environment, unified communications platform
Streamline intraday workforce adjustments
Streamline the process of making dynamic staffing adjustments based on live operational data. Automate alerts for supervisors to reallocate agents or modify schedules to meet fluctuating demand and prevent service degradation.
business process outsourcing, customer support operations, shared services center, multi-site contact center
Automate performance issue detection
Automate the detection of performance anomalies and deviations from service level agreements. Provide supervisors with actionable intelligence to address issues before they significantly impact customer experience or operational efficiency.
omnichannel customer engagement, inbound/outbound call operations, digital communication channels, customer service delivery
Key Features
Real-time Agent and Queue Monitoring
Provides immediate visibility into contact center operations, allowing for swift identification of bottlenecks and performance issues.
Configurable Performance Alerts
Proactively notifies supervisors of critical deviations from service levels, enabling timely intervention and minimizing customer impact.
Supervisor Performance Management Tools
Empowers supervisors to make informed decisions regarding resource allocation and agent management throughout the day.
Integration with Avaya WFO Suite
Leverages existing Avaya infrastructure for a cohesive and efficient contact center management solution.
Subscription-based Licensing
Offers predictable costs and access to the latest features, ensuring continuous operational improvement and compliance.
Industry Applications
Finance & Insurance
Financial institutions require strict adherence to service level agreements and regulatory compliance for customer interactions, making real-time performance management critical for maintaining trust and operational efficiency.
Healthcare & Life Sciences
Healthcare providers must ensure timely and accurate communication for patient services and administrative tasks, where any delay can have significant consequences, necessitating robust real-time operational oversight.
Retail & Hospitality
These sectors rely heavily on customer satisfaction and efficient service delivery, especially during peak seasons or events, making intraday performance management essential for managing customer inquiries and operational flow.
Government & Public Sector
Public service agencies often handle high volumes of citizen inquiries and must maintain consistent service levels under public scrutiny, requiring tools for effective real-time operational management and resource allocation.
Frequently Asked Questions
What is Avaya WFO R12 Intraday Performance Management?
It is a software license that provides real-time monitoring and management capabilities for contact center operations. It helps supervisors track agent performance, queue status, and service levels throughout the day.
Who is this product intended for?
This product is designed for IT Managers and IT Professionals in SMB and mid-market companies who manage contact center operations. It helps them maintain performance and efficiency.
What are the benefits of using this solution?
Key benefits include improved service levels, better resource utilization, proactive issue resolution, and enhanced agent productivity through real-time insights and control.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.