A new UCCX Connector for 2Ring Dashboards & Wallboards v4.5.1 has been released


2Ring Dashboards & Wallboards Cisco Contact Center Solutions Layouts New Release Realtime Alerting Release Notes UCCX

We are proud to announce that as of today, 2Ring DASHBOARDS&WALLBOARDS v4.5.1 includes a new version of the connector for Cisco Unified Contact Center Express (UCCX) edition.

This is a list of the new KPIs (key performance indicators) that are now available to UCCX customers using 2Ring DASHBOARDS & WALLBOARDS v4.5 or 4.5.1:

  • Agent States Grid (UCCX) features these NEW columns / calculations:
    • Manual Outbound Calls
    • Manual Outbound Calls Total Time
    • Manual Outbound Call Average Total Time
    • ACD Calls Offered
    • ACD Calls Handled
    • ACD Calls Abandoned
    • ACD Calls Handle Rate
    • ACD Calls Abandon Rate
    • ACD Extension
    • ACD Talk Time
    • ACD Hold Time
    • ACD Work Time
    • ACD Longest Talk Time
    • ACD Handle Time
    • ACD Average Talk Time
    • ACD Average Hold Time
    • ACD Average Work Time
    • ACD Average Handle Time
    • Ready Time
    • Not Ready Time
    • Internal Inbound Calls Offered

CSQs Statistics Grid (UCCX) features these NEW columns / calculations:

  • Calls Dequeued Rate
  • Agents Logged In
  • Agents Ready
  • Agents Not Ready
  • Agents Working
  • Agents Reserved
  • Agent Talking
  • The list of available indicators (UCCX) now also contains
    • Calls Dequeued Rate (parameter: ContactServiceQueues)
    • Calls Average Wait Time Last Hour (parameter: ContactServiceQueues)
    • Agents Manual Dialed Outbound Calls (parameter: Teams)

Existing Customers

To upgrade, please contact your 2Ring Account Manager or open a new ticket in our case tracking system (https://apps.2Ring.com/supportcentral – login required).