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Response Group statistics RRS feed

  • Question

  • Hi all,

    Im seeing the value of offered calls is often higher than the actual succesfull/recived calls and would like to know the exact reason.

    My own theory is that that a call can be offered more than once depending on the group setting

    Example with an alert time of 15 seconds and the call is not picked up by the first user the call is offered more than once?

    Also:

    Can anyone give me an example of a recieved call that is not succesfull, so I can get an understanding of the difference between these 2 values.

    I would also like to pull a value on average speed of answer if possible.

    Thanks.



    Thursday, April 9, 2015 8:29 AM

Answers

  • Hi Holger,

    I had the same problem with a customer of mine, and in the end I involved Microsoft support team, and ticket still open but we found out that when call ring to a group of 5 users and one pickup the call, RGS statistics records 1 successful call and 4 unsuccessful ones.

    so I end up with higher number of calls than successful ones, they still investigating and considering a bug in the code, hope that helps.


    If you find this helpful

    please click "Vote as Helpful" if it answered your question please click "Mark as Answer"

    Mostafa Eltohamy

    Blog: http://Lyncdude.com  Twitter:   LinkedIn:   XING:

    • Marked as answer by Eason Huang Tuesday, May 5, 2015 7:41 AM
    Monday, April 13, 2015 10:51 AM

All replies

  • Hi Tobias,

    Do this help to answer your questions?

    https://technet.microsoft.com/en-us/library/gg558632.aspx?f=255&MSPPError=-2147217396


    regards Holger Technical Specialist UC

    Sunday, April 12, 2015 9:16 AM
  • Hi Holger

    Both yes and no - I have already been reading that :)

    Situation is I have more offered than succesfull calls in my statistics, so either something is wrong or response group usage will log if a call if offered to more than one agent.

    Monday, April 13, 2015 6:26 AM
  • Hi Holger,

    I had the same problem with a customer of mine, and in the end I involved Microsoft support team, and ticket still open but we found out that when call ring to a group of 5 users and one pickup the call, RGS statistics records 1 successful call and 4 unsuccessful ones.

    so I end up with higher number of calls than successful ones, they still investigating and considering a bug in the code, hope that helps.


    If you find this helpful

    please click "Vote as Helpful" if it answered your question please click "Mark as Answer"

    Mostafa Eltohamy

    Blog: http://Lyncdude.com  Twitter:   LinkedIn:   XING:

    • Marked as answer by Eason Huang Tuesday, May 5, 2015 7:41 AM
    Monday, April 13, 2015 10:51 AM