Bridge Communications

Saturday, March 14, 2015

Response Group Wallboard for the Lync / Skype for Business Community

Recently my team and I added some basic response group live monitoring to the Bridge Operator Console 3, our attendant console solution for Lync/Skype4b.  The idea was to be able to give agents or a supervisor a quick look into the live and historical reporting aspect of a given response group.

As you can see it covers some of the basics

1.  Who is logged in/out of said response group, and what is their current status
2.  How many calls are waiting
3.  Who has been waiting the longest
4.  How many calls have been abandoned
5.  What is the avg time on hold before answer or dropping
6.  Who are the callers waiting
7.  Who has answered the calls that come into this group today.
8.  How many calls has this group received per day over the last week
9.  How many calls per hour has this group received today

Where do we go from here?

I have a vision in mind for a spin off of this into a separate, larger, community project.  Before this happens, and before we commit our resources to it, I'd like to find out what the interest level of developers in the Lync community is for contributing to a project like this.  My idea is not to get mired in a never ending reporting project, but simply to improve on a real time wallboard display for a call center, that can wow visitors, employees, and lend even more functionality and credibility to the growing Lync user base.

What would I like to see added.

1.  Date range selection, for broader reporting
2.  Bing/Google map of where the calls are coming from
3.  CDR style data for past calls to the group
4.  AJAX or web reports rather than a standalone exe

Please reply to me via twitter, this blog, or any other way if you are interested in join me on this project.

Doug Routledge, C# Lync, Skype for Business, SQL, Exchange, UC Developer  BridgeOC
Twitter - @droutledge @ndbridge

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