This article offers a scenario to describe the Response Group Agent Live tool. Bob is a part-time Response Group agent. He is currently signed out from the agent group, but sees in the Response Group Agent Live tool that three calls are currently waiting while the other agents are busy serving customers. From within Response Group Agent Live, Bob quickly signs in to the Response Group to service the next call in the Response Group queue. You can download this tool and other Microsoft Lync Server 2010 Resource Kit tools from the Download Center.
Authors: Frédéric Dubut, Riccardo Trocca, Sam Gantner
Publication date: January 2011
Product versions: Microsoft Lync Server 2010, Microsoft Lync 2010
The Response Group application gives agents the ability to access useful real-time information using its built-in Web service. Unfortunately, no graphical view of this data is available outside the application. The Response Group Agent Live Resource Kit tool solves this issue by providing a simple and graphical way to access this information, enhanced with real-time Microsoft Lync 2010 information such as the presence of other agents. You can download this tool and other Microsoft Lync Server 2010 communications software Resource Kit tools from the Download Center.
Response Group Agent Live is a Windows application that provides sign-in and sign-out functionality and some real-time information (such as group membership and current number of calls) to Response Group agents. It is meant to be an enhanced version of the Agent Groups page (accessible from Lync 2010).
The Response Group application provides a graphical user interface that has real-time information for Response Group agents.
The Response Group application queues incoming calls, and then routes them to agent groups. To make informed decisions about which calls to service, agents can access real-time information about their agent groups, such as the agents who are available and how many calls are waiting in each queue. This information, initially accessible only through the Response Group service, is now available in an intuitive way by Response Group Agent Live.
The Response Group Agent Live tool is built on the Response Group service and the Microsoft Lync 2010 SDK. It provides Response Group agents the information and capabilities that are available from the Response Group service (such as group membership, presence of other agents, and number of waiting calls).
Figure 1 illustrates the main interface of Response Group Agent Live.
Figure 1. Response Group Agent Live main interface
The following main features are available for agents in Response Group Agent Live:
Response Group Agent Live can be customized to individual preferences by using the Options dialog box in the application. In addition, the administrator can define the default host address by directly editing the defaultHostAddress property of the RGAgentLive.exe.config file.
Figure 2 illustrates the Options dialog box that agents can use to configure the host address and shortcut keys. This dialog is accessed by clicking the Options button on the top right of the main interface.
Figure 2. Options dialog box of Response Group Agent Live
The following different settings can be customized in the Response Group Agent Live configuration:
Response Group Agent Live requires .NET Framework 3.5 SP1. In addition, to take advantage of the presence and contact card features, Lync 2010 must be installed locally (and running).
Figure 3 illustrates how to call or send and an IM to another agent by right-clicking the contact in the right pane.
Figure 3. Calling or sending IM to another agent
Figure 4 illustrates how Response Group Agent Live displays the current number of calls in the queue and the longest wait-time among all these incoming calls.
Figure 4. Checking real-time statistics for a group
Fast sign-in and sign-out, group membership, and basic real-time statistics are interesting Response Group agent features that are only available outside the application from the Response Group service. With the Response Group Agent Live Resource Kit tool, Lync 2010 administrators can provide their agents with a Windows application that has a graphical user interface, helping them to perform their tasks faster.
Keywords: Response Group, agent, formal, sign-in, sign-out, real-time, statistics
Can you release a version that will run on 32-bit Windows? This seems to only run on 64-bit.
Anyone know of a way to make theRG Agent Live refresh the stats more frequently. It currently seems to take 45seconds to update.
I would like a version that runs... it just crashes as soon as you execute it for us.
Any chance of a bit of support on this tool please?
I agree, it is exactly what we are looking for, but would be nice if it works...... at least yours starts.
Thank you for your feedback. Effectively the Agent Live Tool is only available on 64-bit given Lync Server 2010 minimum requirements of running in a 64-bit Windows operating system.
Unfortunately there’s no mechanism to modify the refresh rate. The Agent Live Tool is retrieving the information from the Response Group Web Service which updates the information every minute.
Hi Steve and James,
The Agent Live Tool is not officially supported by Microsoft. If both of you can share more details about your setup I might be able to provide some help.
I have Response Group Agent Live running on Windows 2008R2 fine. But it only refreshes the screen once a minute or so!
I've tried reducing the times in the config file but no change, is anyone else having the same problem?
One question, is this supported on CU4?
If you are interested in a solution we have developed called Espera that displays the realtime call waiting statistic and updated every 5 seconds for Lync Response Group Queues, contact Phillip Wong on email@example.com or view this link for more information www.advatel.com.au/.../242
When I try to launch the Agent app I receive an error that states " Unable to connect to the RG web service. please verify the host address. do you want to retry?
I configured the pool address in the RGAgentLive.exe.config file. and still have the same error and re-typed it again manually but no avail.
Any chance to see the sign-in status of other users belonging to a rg?
@ Alexander Vos
Run this query against the Lync SQL DB
SELECT Groups.Name, Agents.DisplayName, [State] FROM rgsdyn.dbo.AgentGroupSignInStates AS States JOIN rgsconfig.dbo.Agents AS Agents ON Agents.ID = States.AgentId JOIN rgsconfig.dbo.AgentGroups AS Groups ON Groups.ID = States.GroupId ORDER BY GroupId, States.State DESC