Oct 20, 2016
The 5.3.2 release of our UCCX connector for 2Ring DASHBOARDS & WALLBOARDS is available as of today. This updated connector 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 UCCX Connector v5.3.2
- New KPIs
- Calls - Average Wait Time Abandoned
- Text – Offered
- New Columns in Agent States Grid
- Extension State
- Last Call CsqName
- Chat Abandoned
- Chat Answered
- Chat Offered
- Chat Average Wait Time Negative Abandoned
- Chat Average Wait Time Positive Abandoned
- Chat Abandoned Time Out
- Chat Total Talk Time
- Email Answered
- Email Abandoned
- Email Offered
- Email Total Talk Time
- Total Not Ready Time for Reason Codes (5 columns)
- New Columns in CSQs Statistics Grid
- Average Wait Time Abandoned
- New Columns in CSQs Text Statistics
- Other News
- UCCX CTI based features - string as a call variable value is supported
- Grouped CSQ grid now displays correct Service Level values
- CSQs parameter in email's KPIs and grids works now
- Column Agents CSQs in Agent States Grid now contains email CSQs
- 'Email - Longest Waiting' KPI has been renamed to 'Email - Longest Waiting Today' and it only displays emails received today
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.
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.
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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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