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.

1. 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

2. Code Software is a young, innovative, company with a rich pedigree of industry expertise in reporting, analytics and billing software. We have offices in UK and Romania and operate through a global network of partners with installations in five continents.
Email: info@codesoftware.net | Tel: +44 (0)208 144 3800 | Web: www.codesoftware.net
2 Arlington Bank, Bibury, Glos, GL7 5NE | Company Registration No. 8726093
Response Group Summary Chart
A live snapshot of calls and agent information is dis- played for multiple response groups. Details shown for each response group are Active calls, Calls waiting in queue, Average queue time, Longest call waiting and available agents.
Use of standard report templates and the comprehensive Report Designer and Builder means that reporting options are limitless. The Report Designer allows users to define the fields displayed in reports ensuring that the information is completely relevant. Further customisation of reports can be made using the report style feature which allows the inclusion of a company logo and colour schemes. All reports can be automated for delivery typically by email and in a pre-defined format including Excel, Word, PDF or CSV.
Presence Report
Agent login / logout time, duration per status
Call Statistics Averages
Call volume, total and average cost, duration and ringtime and aban- doned / answered.
Call Statistics %
Call volume, Abandoned (%) and Answered (%)
UC Analytics + Reports