UCCE Connector v5.3.2 for 2Ring Dashboards & Wallboards

The 5.3.2 release of our (Packaged) UCCE connector for 2Ring DASHBOARDS & WALLBOARDS is available as of today. This updated connector significantly increases the number of KPIs / metrics. For details, please review the list of newly added metrics below.

To receive a list with all the available KPIs/metrics, or to request an upgrade of your system to the latest release, please contact us.

New Features in (Packaged) UCCE Connector v5.3.2

  • New KPIs
    • Emails - Average Handle Time
    • Emails - Average Queue Time for Skill Groups
    • Calls - Longest Wait Time Today for Skill Groups
    • Calls - Longest Wait Time Today for Precision Queues
    • Calls - Total Offered for Skill Groups
    • Calls - Total Offered for Precision Queues
    • Calls - Answered for Precision Queues
    • Calls - Answered for Skill Groups
    • Calls - Answered for Call Types
    • Calls - Average Speed of Answer for Precision Queues
    • Calls - Average Speed of Answer for Skill Groups
    • Calls - Average Speed of Answer for Call Types
    • Calls - Manual Dialed Outbound Calls for Precision Queues
    • Calls - Manual Dialed Outbound Calls for Skill Groups
    • Calls - Handled for Teams
    • Calls - Handled Rate for Teams
    • Calls - Offered for Teams
    • Calls - Manual Dialed Outbound Calls for Teams
    • Calls - Average Speed of Answer for Teams
    • Calls - Answered for Teams
  • New Grids
    • Agents - Emails
    • Skill Groups - Emails
  • New Columns in Agent States Grid
    • Extension
    • Manual Outbound Calls
    • Calls Answered
  • New Columns in Precision Queue Grid
    • Total Offered
    • Calls Answered
    • Average Speed of Answer
    • Manual Outbound Calls
  • New Columns in Skill Groups Grid
    • Total Offered
    • Calls Answered
    • Average Speed of Answer
    • Manual Outbound Calls
  • New Columns in Call Types Grid
    • Calls Answered
    • Average Speed of Answer

Remember that a sample layout of 2Ring DASHBOARDS&WALLBOARDS is accessible at www.2Ring.com/TryIt (no credentials needed), full access to our public demo environment can be requested here, and last but not least, you can always request a live demo at www.2Ring.com/WebEx

What's Next?

The next release is going to be a major release, so we will be moving to version 6.0. Among other features, this release will introduce a new lightweight design (frameless) to better work in Cisco Finesse and also the concept of “Personal Tiles” - individual tiles showing multiple stats about one person in one segment.

Stay in Touch

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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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