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).

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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.


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