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

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).

Stay in Touch

To be the first to know what's new, follow us on Twitter @2Ring4UC or sign up to our RSS channel.

Learn More About 2Ring

2Ring, a Cisco Preferred Solution Partner, has been active in the field of services for contact centers and IP telephony since 2001. 2Ring is mostly known for 2Ring Gadgets for Cisco Finesse – a solution that creates a truly unified work space for contact center agents, improves collaboration within the contact center, and via the use of 2Ring Compact Agent, also brings back-office and remote experts within agents’ reach. However, Cisco resellers should explore the entire suite of 2Ring solutions, which also includes 2Ring Dashboards & Wallboards (real-time reporting application), 2Ring Scripts & Forms (guiding scripts and wizards for call center agents to follow), 2Ring Phone Services, and 2Ring Call Accounting. For further info, please visit www.2Ring.com.


Genesys PureEngage Connector for 2Ring Dashboards & Wallboards

2Ring is proud to announce Genesys PureEngage Connector for 2Ring Dashboards & Wallboards. Benefit from 2Ring’s real-time reporting tool that’s friendly to business users.
More

ServiceNow Connector for 2Ring Dashboards & Wallboards (updated with 7.3.2 details)

2Ring announces updates to ServiceNow connector for 2Ring Dashboards & Wallboards. Businesses that use ServiceNow also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users
More

2Ring/Nettle is paving the way to the Conversational AI revolution

Contact centers are a particularly suitable ground for Conversational AI. An effectively deployed AI enabled chatbot can serve effectively multiple customers at a time, freeing up agents to handle more involved queries.
More

2Ring Integrates kuando Busylights with Cisco Contact Centers

2Ring is proud to announce the general availability of kuando Busylight integration with Cisco Contact Centers via 2Ring Gadgets for Cisco Finesse.
More

Amazon Connect Connector for 2Ring Dashboards & Wallboards

2Ring is proud to announce Amazon Connector for 2Ring Dashboards & Wallboards. Businesses that use Amazon Connect also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users.
More