Reporting for Skype for Business Response Groups & Presence
MAF ICIMS™ CC is a cost effective alternative to Contact Center Software
MAF ICIMS™ CC delivers monitoring and reporting on Skype for Business Response Group Services and user Presence status. It has real time wall boards, charts, reports and alarms.
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.
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 RG's Wall Board
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
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 RG's Summary
Real time chart displaying Response Group summary information: Active calls; Calls waiting in queue; Average queue time; Longest call waiting and Available agents.
MAF ICIMS™ CC 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!
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.