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Response Group Reporting
MAF ICIMS™ CC is a cost effective alternative to Contact Center Software

Reporting for Skype for Business Response Groups & Presence

MAF ICIMS™ CC delivers monitoring and reporting on Skype for Business Response Group Services and user Presence status. It has real time wallboards, charts, reports and alarms.

MAF ICIMS CC Real Time Call Queues Response Groups Agents Wallboard

Skype for Business Response Groups

Skype for Business Response Groups Services offers a free Contact Centre feature set to Skype for Business 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.

Skype for Business Response Group Real Time Wall Boards

Simply create the wall boards 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.

MAF ICIMS CC Real Time Agents Presence Wallboard

Skype for Business 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.

Skype for Business Response Group Wallboard

Real time view of RGS agents performance: Active calls; Calls waiting in queue; Avg. queue time; Longest call waiting; Available agents; Answered calls; Dropped calls; % answered; Avg. call duration; Avg. queue time. Can be filtered on Response Groups.

Skype for Business Inbound Call Summary

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.

Skype for Business Response Group Summary

Real time chart displaying Response Group summary information: Active calls; Calls waiting in queue; Average queue time; Longest call waiting and Available agents.

Skype for Business Reports

All reports can be generated on a one off basis or scheduled to run automatically. MAF ICIMS™ CC comes with standard report templates including Presence details and summaries and User Adoption. In addition the powerful report designer and builder empowers users to create their own report formats to 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!​

MAF ICIMS Teams and Unified Communications Reporting

Skype for Business Real Time Alarms

Within MAF ICIMS™ it is possible to set up as many system alarms as you require. In the case of supporting Skype for Business 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 or duration threshold on an extension.

More information:

Check out all our Teams and Skype for Business Solutions

Information & Contact:

Questions about MAF InfoCom ICIMS™ CC for Skype for Business Response Group Services and Presence?

Call us at +3172-8200205 or mail at info@mafinfo.com our salesteam is ready for you.

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Analytics and Reporting Presence Real Time Wallboards Response Group & Call Queue Reporting Skype for Business

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