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Real-time monitoring of Microsoft® Lync™ including Response Group Services UC Analytics + UC Analytics + offers 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 including Presence status and individual users through its real time wall boards, charts, reports and alarms. Microsoft Lync delivers a comprehensive communication platform that can find and interact with the appropriate people. Lync Response Groups offer a free set of Contact Centre feature to Lync users. It will route, queue and distribute incoming calls to the most appropriate agent or group of agents, and can also include the use of IVR. Whilst not providing a complete Contact Centre solution, this set of features is suitable for many business needs, in areas such as helpdesks or smaller Contact Centres. Lync RGS Wall Board Live call information is displayed, and can be filtered by specific Response Groups. The figures and charts show active calls, calls waiting in queue, average queue time, longest call waiting, available agents, an- swered calls, dropped calls, percentage answered and average call duration. Multiple wall boards can be displayed simultaneously on screen. Agent Availability Wall Board Agent Presence availability is displayed in real-time showing total number of users online, on call, idle and offline. Individual user status is displayed and a photo can be shown from the active directory. Filtering can be applied including employee, extension and re- sponse group, and user status which can be restricted to all, online, on call, idle and offline
