Measures reported by LSResGroupTest

When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response (IVR) questions. The Response Group application uses standard response group routing methods to route the call to the next available agent. Call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence). If no agents are available, the call is held in a queue until an agent is available. While in the queue, the caller hears music until an available agent accepts the call. If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination. When an agent accepts the call, the caller might or might not be able to see the agent's identity, depending on how the administrator configures the response group. Agents can either be formal, which means that they must sign in to the group before they can accept calls routed to the group, or informal, which means that they do not sign into and out of the group to accept calls. The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per Lync Server pool is active at a time--the others are passive. In order to figure out the number of calls that were handled by the response group server pool, the number of calls received and the duration of the calls, use the LSResGroupTest test. This way, administrators may be proactively alerted to overload condition of the server pool and help them rectify the issue before end users are affected.

The measures made by this test are as follows: