Daily, Weekly Performance, Monthly Breakdown, Agent Performance, Top Performance and much more
In Depth Skype for Business Response Group Reporting
MAF ICIMS™ provides in depth Skype for Business Response Group Reporting, Historical Skype for Business Response Group Reporting and Live Real Time Skype for Business Response Group Reports, Dashboards and Wallboards.
Skype for Business Response Groups
Every Skype for Business Response Group has a phone number, sip address and description assigned. In MAF ICIMS™ you can display a list of all SfB Response Groups which you can report on.
Skype for Business Response Group Reports
All SfB Response Group Reports can be scheduled to run automatically or generated on a one-off basis. Delivery is typically via email or saved to disk and can be in a variety of formats such as Excel, PDF or CSV. Standard report templates are available for Skype for Business User Adoption, capacity planning, conferences, call carrier comparisons, call costs and more.
Response Group Report Builder
The MAF ICIMS™ Report Builder allows reports to be sorted and grouped by three levels, including by date, department, employee, cost, duration and call volume. Filters can be applied such as date, time, call direction, call type, employee, extension, department, hunt group. There is the option to include or exclude charts which can be bar, pie, line or stacked bar. Details displayed on the Y-Axis can also be selected dependent upon report type.
There is specific filter to select desired Skype for Business Response Groups and it is possible to sort and group the results in the reports based on response groups:
In the filter, by pressing the drop-down arrow, a wizard with a list of all the available Response Groups will appear.
Flexibel Response Group Reporting Filters
Users can choose a single selection, multiple selection or use a wildcard. For example: “+3531*”. In the left side there is the option to sort and group the report including the option to sort on Response Groups.For example, if there is a need to see a summary for all response groups, you select the Summary report format and sort & group by response group. There is also the option to include a graph in the report:
To generate a detailed report for a specific response group, use the filter to select the response group or type it manually and choose a detailed report:
Edit Skype for Business Response Groups Reports formats
Because MAF ICIMS™ is a very flexibel reporting solution for Skype for Business Response Groups you can decide yourself which fields you want to see in your report.
Furthermore you can choose which call legs you want to eliminate from the Skype for Business Response Group Reports like Errors calls, Presented and Start legs (for internal RG calls).
Presented calls – i.e. if someone calls into a RG with 5 agents, the call will be presented to all the members from that RG and the reports will display 4 Abandoned Presented RG (A PRS HG) and 1 successful call (if answered). You can filter those out and present the actual answered and missed response group calls in the reports.
Start/End leg – for every internal call MAF ICIMS™ will generate 2 legs, start & end. If start leg it’s not excluded from call types, internal calls will be duplicated in the reports.
Error – error calls should be also removed from the report as the polute the actual KPI values.
And of course you can also filter to select specific Response groups, queue names and legs to be show in te reports.