Omni Intelligence (OI) Platform Documentation - Quick Access
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This page contains all the relevant user documentation information for using Omni Intelligence (OI) Analytics online platform.
Realtime Analytics
User Documentation on how to set up, configure and use Realtime Analytics Dashboards as well as the description of the available fields. Realtime Analytics can be used to visualize live data and information on agents and their interactions such as through calls.
Click here for further information.
Historical Reporting
User Documentation on how to configure and use Report Templates, Schedules and Reports as well as the description of the available historical data fields. Historical Reports can be used to analyze trends and assess factors which may be affecting an organisation's performance.
Click here for further information.
Alerts & Alert Escalation Workflows
User Documentation on how to set up and configure Alerts and Alert Escalation Workflow logic. This section covers how users can set alerts to detect changes in various parameters in order to conditionally automate various tasks through workflows.
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Organization Admin Functionality
User Documentation on tools and permissions that Organization Administrators have access to. This section covers the roles that different users can have, as well as what those roles can access and various organizational and structural aspects that administrative users can configure.
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Monitoring & Performance Testing
User Documentation on how to collect, compile and analyze data through Monitoring and Performance Testing (MPT). This section covers how users can set up Load Generators and Phone Trunks to simulate custom scenarios to monitor and assess performance.
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Other Useful Links
Data Fields
The Omni Intelligence (OI) online platform has many fields available to be reported or displayed for Realtime Analytics, Historical Reports and Monitoring & Performance Testing (MPT). Click here to view a complete listing of all the metrics which are supported.
Downloads
Certain features on the OI online platform require downloads to be completed before they can be used. This section contains all download links which may be relevant to users. Click here to access the download links.
Contacts
Contact information for support and subscriptions to using this platform can be found here.
Specifications
Some program-specific requirements are needed in order to access, use or install certain features for this platform. Further information can be found here.