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Interaction
Data Service is the suite name for three Contact Center Express
products:
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Interaction Data Server - Voice and Presence
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Interaction Data Server - Multimedia, and
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Interaction Data Server - View
All three
servers work together to gather, store and display statistical data on
Contact Center Express voice and multimedia work items.
Interaction Data Server - Voice and Presence monitors VDNs, splits/skills, trunk groups and agent extensions to gather
detailed statistical information about all facets of a call. The server
receives real-time information from your Avaya Communication Manager
and, based on the regularity you specify, calculates statistics such as
talk and wait-time averages.
Interaction Data Server - Multimedia receives a stream of event
information from all Contact Center Express media stores and Media
Directors and aggregates this into real-time and historical information
on all multimedia work items that flow through your call center.
Interaction Data Server - View allows you to access the
statistical data generated by Interaction Data Server - Voice and
Presence and Interaction Data Server - Multimedia and to display that
data on individual client PCs. Interaction Data Server - View is
currently used by Contact Center Express's premier desktop application
Contact Center Express Desktop, and it can also be used by developers to
build their own client applications.
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