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Custom reports for simple service desk call center setup RRS feed

  • Question

  • Hi! We have just started using Lync with Enterprise Voice for our service desk, and have set up the Monitoring Service with the default reports. The reports are fine for a lot of things, but we are missing a few things that would make it work a lot better. We would like to see reports showing how many incoming calls each of the service desk personell answers, as well as an average response time, with the possibility to select date range and other simple parameters. I know this data is in the databases, but not being an expert on reporting services, it seems a bit hard to figure out how to make these reports.

    Does anyone know if some company or person have developed custom reports that could help, or if anyone can make them on a custom order?

    We do not need all the other functionality that third party call center or contact center addons offers, so most of them seems like overkill.

    Wednesday, October 19, 2011 11:09 AM

Answers

  • Hi,

    I suggest you post your question to LYNC MSDN forum. Perhaps there are developers can help you:

    http://social.msdn.microsoft.com/Forums/en-US/category/uc


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    • Proposed as answer by Sean_Xiao Friday, October 21, 2011 1:51 AM
    • Marked as answer by Sean_Xiao Thursday, October 27, 2011 1:41 AM
    Thursday, October 20, 2011 7:45 AM

All replies

  • Hi,

    You can try Unifysqare. there mostly in to customized repoting based on LYNC and other ACD solutions. Please visit their site i've add the URL below.

    http://www.unifysquare.com/powerview.aspx

    Thamara. 

    Wednesday, October 19, 2011 11:28 AM
  • We are very familiar with SQL Reporting services and would be glad to contract write a report.

    Connect with us by sales @ landiscomputer dot com. I'll watch for the email.


    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public
    Wednesday, October 19, 2011 11:33 AM
  • Hi,

    I suggest you post your question to LYNC MSDN forum. Perhaps there are developers can help you:

    http://social.msdn.microsoft.com/Forums/en-US/category/uc


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    • Proposed as answer by Sean_Xiao Friday, October 21, 2011 1:51 AM
    • Marked as answer by Sean_Xiao Thursday, October 27, 2011 1:41 AM
    Thursday, October 20, 2011 7:45 AM