Lync’s Response Group (herein “RGS”) is a great entry-level hunt group and small queue / contact centre application.
Out of the box (and included free with every Lync!) is lots of functionality that you can turn on and off on a per queue – or in Lync parlance, “workflow” – basis, including time-of-day, day-of-week & public holiday opening hours, recorded announcements, text-to-speech messages and even a multi-level speech-reco(!) IVR / auto-attendant / voice menu. There are also overflows based upon time in queue or number of callers – but I think you get the idea.
One of the Response Group’s shortcomings is the real-time visibility is “poor”, as is the historical reporting: the latter being limited to either 1 (or possibly 2) canned reports. I guess that Microsoft focussed on call handling – getting the calls to the agents, using an in-built queuing engine – and left “others” to add extra value on the user’s desktop.
This is where Aussie software developer AdvaTel has stepped in and released “Espera” [Spanish for ’waiting’].
Continue reading ‘Review: Espera Reporter – Historical Reporting for the Lync Response Group’ »
