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Cradle to Grave Reporting on Avaya Aura CMS

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In an attempt to harvest more descriptive analytical data on your ACD call data, Sabio typically recommend enabling the External Call History feature within CMS as this will allow your business to achieve true cradle to grave reporting.

An example where this type of data could be beneficial to your business is the analysis of the number of calls that were abandoned within the first five seconds of hitting the ACD. Then, by drilling into this data and understanding those numbers that have hung up, your business could be proactive in calling back the Customer to better understand what happened in the process and what caused them to hang up.

Moreover, if you have automated outbound capability within your business you could create a process to upload the dropped called numbers and create a campaign to call the customer back.

By proactively reaching out to your customers to close the Customer Journey loop and improve Customer Service you can build brand loyalty, enhance the customer experience and evolve the programming of the ACD.

Call abandons and customer re-engagement

Turning descriptive analytics into actionable intelligence to enhance customer engagement.

Avaya CMS Reporting flow diagram Turning descriptive analytics into actionable intelligence to enhance customer engagement.

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