Jul 28, 2015
Posted by Miroslav Moravek
Agents and supervisors have been able to view an agent’s call history for years using Cisco Agent Desktop and many alternative CTIOS-based desktop applications such as 2Ring Agent DESKTOP. However, call history was one of the features that was not immediately brought over to CAD’s successor, Finesse.
The Agent State Log feature was also omitted from the first versions of Finesse.
Many partners and customers have begged for these feature to come back, and some have even refused to move to Cisco Finesse until these features return.
Managing Director, 2Ring
Earlier this year we released our Agent Power Tool that has enabled Call Centers to provide the relevant KPIs (Key Performance Metrics) to the team members without utilizing the full screen window of the Browser.
Find out about the exciting new features that have been added in the latest 2Ring Dashboards & Wallboards v8.0 release.
This blog post is a practical and easy-to-read introduction to integrating CRM, Service Desk, or any other line of business applications with Cisco Contact Centers and thereby also an introduction to enabling automation.
Calabrio and 2Ring have joined forces to significantly boost agent and supervisor experiences in Cisco contact centers by integrating selected features from Calabrio.