2Ring Dashboards & Wallboards 8.7 and a New Connector for Five9


2Ring Dashboards & Wallboards 8.7 Dashboards DW Five9 Five9 Connector New Release Release Notes Wallboards

October 17, 2022

Sacramento, CA and Bratislava, Slovakia – 2Ring announces a brand new Five9 connector, and also a minor release of 2Ring Dashboards & Wallboards – 8.7.0.

8.7.0 introduces these two enhancements:

  • Message Author – introducing a new user role, users with this role can send messages to banners.
  • MS AD Integration is now more flexible as the field to use as the unique identifier of a user logged in via Azure AD can be configured to be any of the Azure AD claims.

Five9 Connector

This brand new Five9® connector now brings support for two other Five9 APIs, offering 156 pre-built key performance indicators (KPIs) and 29 various grids. As always, each of the available Five9 metrics comes with its own subset of applicable parameters / filters:

  • Agent States
  • Agents
  • Agent Groups
  • Call Variable Groups
  • Campaigns
  • Campaign Profiles
  • Campaign States
  • Connectors
  • Dialing List
  • Dispositions
  • IVR Scripts
  • Media Availabilities
  • Prompts
  • Reason Codes
  • Skills
  • User Profiles
  • Users

However, not all filters/parameters are available for all grids. For example, “Agent State Grid”supports the following calculation parameters:

  • Agent Groups
  • Agent States
  • Agents
  • Media Availability
  • Reason Code
  • Skills

and now it offers the following set of columns:

  • After Call Work State Duration
  • After Call Work State Since
  • Agent Id
  • Agent Name
  • Call Type
  • Campaign Name
  • Channel Availability
  • Current Cases
  • Current Chats
  • Current Emails
  • Current Video Chats
  • Customer
  • Duration
  • Logged Out State Duration
  • Logged Out State Since
  • Media Availability
  • Not Ready State Duration
  • Not Ready State Since
  • On Call State Duration
  • On Call State Since
  • On Hold State Duration
  • On Hold State Since
  • On Park State Duration
  • On Park State Since
  • Parked Calls
  • Permanent Recording
  • Presence
  • Ready Channels
  • Ready State Duration
  • Ready State Since
  • Reason Code
  • Reason Duration
  • Reason Code Id
  • Reason Code Since
  • Session Recording
  • State
  • State Duration
  • State Since

Once a grid is configured, it can look like this on your board:

Need more Info?

If you would like to receive details on all the KPIs and Grids that are now available from 2Ring Dashboards & Wallboards, please contact us, and we will provide you with a link to our latest documentation with all the details.

There is also the possibility to send us a list of all the metrics that you would like to display or a picture/screenshot of what you are after, and we can cross check that against what 2Ring Dashboards & Wallboards could do for you.

Apart from that, as always, a sample wallboard layout displaying Five9 data in real-time is available at this link: 2Ring.com/TryItFive9.

And as before, you can always schedule a live demo or request access to the public demo environment.