UC Analytics - Lync RGS Monitor

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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 wallboards, charts, reports and alarms.

Technology

Smartly Manage
MS Lync
Response Group Services
UC
Analytics
Analytics 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

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UC Analytics - Lync RGS Monitor

1. Smartly Manage MS Lync Response Group Services UC Analytics Analytics and Reporting for MS Lync

2. 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

3. 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

4. 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

5. 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

6. • Login / logout time • Duration per status • Chart and Table Lync RGS Monitor – Sample Reports Agent Presence Status

7. • Date / Day • Calls • Abandoned • Answered • Abandoned % • Answered % Call Statistics (%) Lync RGS Monitor – Sample Reports

8. • Employee • Calls • Total Cost • Average Cost • Total Duration • Average Duration • Ringtime • Average Ringtime • Abandoned • Answered Call Statistics (Averages) Lync RGS Monitor – Sample Reports

UC Analytics - Lync RGS Monitor

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