A new UCCX Connector for 2Ring Dashboards & Wallboards v4.5.1 has been released
Mar 26, 2015
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)
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
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.
Introducing a brand-new connector for Cisco's new cloud-based contact center platform, Webex Contact Center.
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.