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2 Arlington Bank | Bibury | Glos | GL7 5NE | UK

Analytics and Reporting for

MS Lync

UC Analytics

The Power of UC Analytics

Lync Response Groups

Real-Time Wall Boards

Simply create the dashboards the way you want them. You choose

how many charts to display, the chart types, where they are

positioned and even resize them. Once you’re happy save the layout

for future use, save as many variants as you require, then simply

load up the one required for your current wall board need.

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. UC Analytics delivers the monitoring and reporting

functionality required to smartly manage the use of Lync Response Groups

through the use of its real time wall boards, charts, reports and alarms.

Inbound Call Handling Filtered chart displaying ring time

grouped into times periods of

within 10 seconds, 11-20 secs, 21-30

secs, 31-60 secs and over 60

seconds. Bar chart can show

answered, missed or a stacked

combination of both and a full

report of call handling time can be

generated with single click

reporting from the chart.

Agent Status Real time chart which can be

filtered to display specific agent’s

details. It displays the agent’s

current presence status. Full

agent reports can be generated

directly from the chart with a

single click which displays full

details including login / logout

time and duration on the various

statuses.

Call Statistics This chart shows a stacked graph

displaying Inbound, Outbound

and Internal call volumes which

can be selected or deselected.

Filters can be applied on

employee, extension, department

or gateway. Full reports can be

generated directly from the chart.

Inbound Call Summary A table that can be filtered to

show Agents, Response Groups

or Departments. Displays Total

Calls, Missed Calls, Ave. Ring

Time, Peak Ring Time, Ave.

Duration and Peak Duration.

Drill down detailed reports can

be generated with a single click

directly from the charts.

www.codesoftware.net | info@codesoftware.net

2 Arlington Bank | Bibury | Glos | GL7 5NE | UK

Presence Details and

Summary Reports

These standard report templates show agent

time on Presence statuses during the day

including login and logout times. The graph

shows login and logout times, duration

online, total time on calls and total calls.

Lync Response Group Reports

All reports can be generated on a one off basis or scheduled to run

automatically. UC Analytics comes with standard report templates

including Presence details and summaries and User Adoption. In addition

the powerful report builder empowers users to create their own report

formats and used with the comprehensive filtering tool reports deliver

only relevant details. Reports have both tabular and graphical

representation and can also be branded with company logo, address and

use the company colour schemes. Your reporting options are unlimited!

Tailor Make Your Reports

Sort and Summary Reports can be sorted and grouped by up to 3 levels such as Date, Department then Employee.

Summary reports can have a further ‘top’ filter applied such as cost, duration or call volume.

Filters Any number of filters can be applied to reports including date, time, call duration, ring time,

cost, call direction, call type (Voice, Video, IM), conference calls, missed calls, transferred calls,

dialled numbers, CLI, destination type, gateways, data sources and more. Organisational filters

can also be applied such as employee, extension, department and response group.

Chart Options Most reports have the option to include or exclude charts. Charts can be either bar, pie, line

or stacked in the case of dual details being displayed on the Y-Axis. Details displayed on the

Y-Axis can also be selected dependant on report type.

Real Time Alarms

Within UC Analytics it is possible to set up as many system alarms as you

require. In the case of supporting Lync Response Groups in a Contact

Centre scenario an alarm can be generated when a pre-defined ring time

has been exceeded or when an inbound call has been missed. The alarm

is instantly delivered by email and immediate action can be taken. Other

alarms can be set on cost, duration and call quality. Using the budget

feature you can even set a monthly cost threshold on an extension.