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
    • Offered
  • 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

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

To be the first to know what's new, follow us on Twitter @2Ring4UC or sign up to our RSS channel.

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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