Smartly Manage

MS Lync

Response Group Services

UC

AnalyticsAnalytics and Reporting for

MS Lync

Lync Response Group Services

UC Analytics Lync RGS Monitor delivers a cost effective

alternative to Contact Centre software for monitoring and

reporting on Lync RGS. It enables organisations to smartly

manage the use of Lync Response Groups through its real

time wall boards, charts, reports and alarms.

Lync Response Groups offer a free Contact Centre feature set

to Lync users. It will route, queue and distribute incoming calls

to the most appropriate agent or group of agents which can

also include the use of IVR. Whilst not a full blown Contact

Centre solution these features are suitable for many business’s

needs in areas such as helpdesks or smaller Contact Centres.

Lync RGS Monitor

Filters:

• Response Group

• Employee

• Organisation Unit

Details:

• Active Calls

• Calls Waiting In Queue

• Average Queue Time

• Longest Call Waiting

• Available Agents

• Abandoned Calls

• Dropped Calls

• % Answered

• Average Call Duration

Lync RGS Monitor - Wallboards

15 4 13 s 103 s 2

236 s75 %11184

Queue

Filters:

• Response Group

• Employee

• Organisation Unit

Details:

• Online

• On Call

• Idle

• Offline

• Add Photo

Agent Status

Online

Away

On call

Off line

Off line Online Away On call

3

1

1

1

Archie Smith Trevor Jackson Jack Jones Mark Armstrong

Agent Status

Lync RGS Monitor - Wallboards

Filters:

• Response Group

• Employee

• Organisation Unit

Details:

• Employee

• Total Calls

• Missed Calls

• Avg. Ringtime

• Peak Ringtime

• Avg. Duration

• Peak Duration

Inbound Call

Summary

Lync RGS Monitor - Wallboards

• Login / logout time

• Duration per status

• Chart and Table

Lync RGS Monitor – Sample Reports

Agent Presence Status

• Date / Day

• Calls

• Abandoned

• Answered

• Abandoned %

• Answered %

Call Statistics (%)

Lync RGS Monitor – Sample Reports

• Employee

• Calls

• Total Cost

• Average Cost

• Total Duration

• Average Duration

• Ringtime

• Average Ringtime

• Abandoned

• Answered

Call Statistics (Averages)

Lync RGS Monitor – Sample Reports