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Response Group missed calls RRS feed

  • Question

  • Hi

    I need to be able to log missed calls to response groups. Now i understand why the end user is not presented with a missed call notification from rgs like they do with regular calls, but at the same time its a must to get this info in certain cases. Hopefuly the info is logged somewhere, or if not it has to be possible to pick it up from the signaling. The question is where it is stored or how we can log it, and then present it to the users. IE a website for every RGS containing date and time, and the caller id of the missed call.
    We are currently using ocs 2007 r2, but are in the process of migrating over to lync. Any suggestions?

    Regards
    Jonatan

    Monday, March 7, 2011 9:25 AM

Answers

  • Hi Jonatan,

    The Response Group Usage Reports have the following metrics.  Specifically the Offered and Transferred calls.  Do these metrics satisfy your need?

    http://technet.microsoft.com/en-us/library/gg558632.aspx 

    Response Group Usage Report Metrics

    Name

    Can you sort on this item?

    Description

    Hourly

    Daily

    Weekly

    Monthly

    No

    Indicates the selected time interval. Where applicable, you can click a given time interval to view detailed information for that interval. For example, if you are using the Daily interval and you click 1/1/2011, you see an hourly breakdown of user registration activity for that date.

    Received calls

    No

    Total number of calls received by all instances of the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Successful calls

    No

    Total number of calls that were picked up the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Offered calls

    No

    Total number of calls that were transferred to a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Answered calls

    No

    Total number of calls that were actually answered by a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Percentage of abandoned calls

    No

    Total number of calls that were received by the Response Group application but were never answered by an agent. This is calculated by subtracting the Answered calls from the Received calls, and then dividing that value by the number of received calls. For example, if you have 10 received calls and seven were answered, you would subtract seven from 10, leaving three unanswered calls. That value would then be divided by 10, giving you an abandoned call percentage of 30%.

    Average call minutes by agent

    No

    Average amount of time a Response Group agent spent on a call.

    Transferred calls

    No

    Total number of Response Group calls that were transferred because of a queue timeout or queue overflow. When you click this item, the report shows you the Response Group Call List report for the selected time period.

     

    • Proposed as answer by Wes Glock Monday, March 28, 2011 3:19 PM
    • Marked as answer by Jonatan V Monday, March 28, 2011 6:31 PM
    Wednesday, March 9, 2011 11:08 PM

All replies

  • Hi Jonatan,

    The Response Group Usage Reports have the following metrics.  Specifically the Offered and Transferred calls.  Do these metrics satisfy your need?

    http://technet.microsoft.com/en-us/library/gg558632.aspx 

    Response Group Usage Report Metrics

    Name

    Can you sort on this item?

    Description

    Hourly

    Daily

    Weekly

    Monthly

    No

    Indicates the selected time interval. Where applicable, you can click a given time interval to view detailed information for that interval. For example, if you are using the Daily interval and you click 1/1/2011, you see an hourly breakdown of user registration activity for that date.

    Received calls

    No

    Total number of calls received by all instances of the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Successful calls

    No

    Total number of calls that were picked up the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Offered calls

    No

    Total number of calls that were transferred to a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Answered calls

    No

    Total number of calls that were actually answered by a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

    Percentage of abandoned calls

    No

    Total number of calls that were received by the Response Group application but were never answered by an agent. This is calculated by subtracting the Answered calls from the Received calls, and then dividing that value by the number of received calls. For example, if you have 10 received calls and seven were answered, you would subtract seven from 10, leaving three unanswered calls. That value would then be divided by 10, giving you an abandoned call percentage of 30%.

    Average call minutes by agent

    No

    Average amount of time a Response Group agent spent on a call.

    Transferred calls

    No

    Total number of Response Group calls that were transferred because of a queue timeout or queue overflow. When you click this item, the report shows you the Response Group Call List report for the selected time period.

     

    • Proposed as answer by Wes Glock Monday, March 28, 2011 3:19 PM
    • Marked as answer by Jonatan V Monday, March 28, 2011 6:31 PM
    Wednesday, March 9, 2011 11:08 PM
  • Hi Wes

    Thanks for you reply. Sounds like its spot on, but i have to look deeper into it and test it properly. Do you know if its possible to utilize the same report in ocs 2007 r2? I mean, is the same info stored and is it stored in the same place in the ocs db so you could just export/import the report..

    Regards
    Jonatan

    Thursday, March 10, 2011 10:17 AM
  • Hello Jonatan,

     

    Sorry for the delayed response as I have been out of office for the past two weeks.  Unfortunately, OCS/R2 does not provide the same report features that LYNC is able to produce.  A move to LYNC is needed to realize the Response Group Usage Report Metrics mentioned in my initial post.

     

    Monday, March 28, 2011 3:18 PM
  • 

    I can help you with this. If you want a better understanding of the missed calls, check out MAF ICIMS.

    MAF  ICIMS  is a very flexible and powerful Skype for Business reporting solution. It supports both historical and live reporting on Response Groups.

    You have a powerful report generator for historical reporting on Response Group with dashboards.

    Several response group monitors allow you to investigate and visualize all traffic over the Response groups. You can visualize all the legs of the call, showing to which agents the calls is offered and which agent finally answered the call.

    All information of the call is shown like missed calls, answered calls, que times, % answered and all that stuff but also the quality of the call, MOS, all the network information and you can see the devices that are used to trouble shoot their functioning.

    Optionally you can view real time live information over Response Groups which you can send a wallboard. Information like agent status, customers waiting, missed, calls etc.

    If you need more information please contact me frank(at)mafinfo.com

    I’ll be happy to give you a demo. We also offer trial installations (POC) free of charge.

    Frank Looijesteijn

    www.mafinfo.com


    • Edited by Frank MAF Friday, April 27, 2018 9:01 AM typo
    Friday, April 27, 2018 8:59 AM