Avaya Callback Assist Wallboards Go Real Time

Callback wallboards just got a speed boost.

A few weeks back we started rolling out a new patch for our Avaya Callback Assist integration with a few upgrades:

• 12x Faster Data Collection: We are now capturing new callback data every 5 seconds (down from 60!)

• Automatic Recovery: Seamless performance during network or platform hiccups

• A new "Max Wait" KPI: Real-time insight into callback request wait times

• A Fresh Wallboard Template

Real-time callback data isn't exactly the norm but we think if there is an opportunity for more more speed, more reliability, and more visibility of customer interactions, then it's worth going for it.

Meet our new Avaya Callback Assist template "Barra".

Barra is a small island in Scotland's Outer Hebrides measuring only 11 miles long, and 6 miles wide.

Our Barra template deep dives into the callback dataset to provide the most complete and detailed view of engagement, workload, performance, and outcomes while maintaining high level visibility of the agents handling callbacks.

What are your thoughts? Is real-time callback data useful? How much does real-time data impact the customer experience?