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).
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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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