It's been a minute since we've talked about new developments for Adapt but recently we've been working on some changes, and some new features and wanted to share.
For all the new folks, Adapt is our automation tool for the extraction and distribution of historical contact centre reporting data.
In a nutshell, Adapt queries an Avaya CMS, Avaya Aura Contact Center (AACC), or Avaya Contact Center Select (ACCS) historical database directly to create a custom report output containing exactly the KPIs you need, and nothing else. That output can then be distributed to teams, MI and BI applications, or database tables for long term storage.
Over the last few weeks we've been adapting our architecture (pun definitely intended) to allow us to query mulitple ACD historical databases simultaneously and generate a single, unified output. The back end work is wrapping up as we speak, so next week we're on to the fun part - hooking the new bits up the UI.
It's not quite as exciting or as visual as contact centre wallboards but Adapt is helping our customers do what they need to do and this is a huge step forward for the folks our there with more than one ACD, so we're pretty excited.