Charting and Reporting for OCS
Updated 10/26/2023 - We have carried across a lot of what learned back in the early OCS and Lync days, and we now have a multi tenant, SAAS application that provides a chat first service desk. The reporting module of our service desk application includes many of the features that we created for earlier apps, but now tracks areas like ASA, agent chat history, utilization across the organization, and chats inbound v. answered. Our latest reporting features also include a full reporting API some of which might be covered by our developer discussions.
Charting and Reporting for OCS is an XML based charting engine rendering statistics from your Office Communications Server in a cool flash bar graph or pie chart. The information is retrieved using SQL queries inside XML pages and viewed on pages hosted from the IIS webserver. The databases we are retrieving the information from are the LcsLog and lcsCDR, QoEMetrics, ACDDYN and RTCCONFIG. For more information on these databases visit the following links:
http://technet.microsoft.com/en-us/library/dd425133(office.13).aspx
http://www.ocspedia.com/Misc/NewDatabasesInR2.htm
Users may add, delete or modify all charts manually and may optionally apply an intuitive filter to customize the data into more usable, focused information using the interface built into the charting and reporting page. Here are some examples of charts we have been working on for a help desk call center, which we have applied said filter to access the Inbound/outbound queue data from a PBX calling system for a help desk:
Inbound Calls by Hour of Day
Inbound Calls by Day of Week
Average Duration of All Calls by Day of the Week
Calls by Hour of Day
For more charts and information visit:
http://www.instant-tech.com/Archive_Viewer_OCS.cfm
http://www.flickr.com/photos/instant-tech/sets/72157624471098721/