Jun 24, 2020

Posted by 2Ring

Sacramento, CA – 2Ring announces ServiceNow (SNOW) Connector for 2Ring Dashboards & Wallboards. Many small or large businesses from around the world using Cisco Contact Center Express (UCCX) / Enterprise (UCCE or Packaged UCCE) have had the opportunity to benefit from 2Ring Dashboards & Wallboards for quite some time now. Now, businesses that use ServiceNow also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users. See a sequence of sample layouts at www.2Ring.com/TryIt or schedule a live demo at www.2Ring.com/DWtrial.

Out of the box, ServiceNow connector for 2Ring Dashboards & Wallboards offers a rich set of pre-built key performance indicators (KPIs) and five grids, plus it provides support for pulling and processing data from any table that is available via Table API. This enables support for creating and displaying additional metrics.

Here is the recap of what's available in 7.3.2 release of our ServiceNow Connector:

Assignment Group States - calculates assignment group states, which are then displayed in a tabular format:

  • Assignment Group Name – the name of the assignment group.
  • Active – the number of currently active tasks.
  • Canceled – the number of tasks that were canceled today.
  • Closed – the number of tasks that were closed today.
  • In Progress – the number of tasks that are in progress.
  • New – the number of tasks that are in the New state.
  • On Hold – the number of tasks that are in the On Hold state.
  • Resolved – the number of tasks that were resolved today.

 

Assignment Group Statistics - calculates assignment group statistics, which are then displayed in a tabular format:

  • Assignment Group Name – the name of the assignment group.
  • Closed – the number of tasks that were closed today.
  • Created – the number of tasks that were created today.
  • Longest Waiting – the queue time of the longest waiting task.
  • Opened – the number of tasks that were opened today.

 

Task List Grid - displays open tasks in a tabular format. The tasks must have a short description and an assigned company:

  • Assigned Group – the group assigned to the task.
  • Company – the company assigned to the task.
  • Due Time – the time when the task should be resolved.
  • Last Touch – the time when the task was last modified.
  • Minutes Left – the amount of minutes remaining until the task should be resolved.
  • Priority – the priority of the task.
  • Short Description – the short description of the task.
  • State – the state of the task.
  • Ticket Number – the number of the task.

 

Task States Grid - calculates task states, which are then displayed in a tabular format:

  • Table Name – the name of the table.
  • Active – the number of currently active tasks.
  • Canceled – the number of tasks that were canceled today.
  • Closed – the number of tasks that were closed today.
  • In Progress – the number of tasks that are in progress.
  • New – the number of tasks that are in the New state.
  • On Hold – the number of tasks that are in the On Hold state.
  • Resolved – the number of tasks that were resolved today.

 

Task Statistics Grid - calculates task statistics, which are then displayed in a tabular format:

  • Table Name – the name of the table.
  • Closed – the number of tasks that were closed today.
  • Created – the number of tasks that were created today.
  • Longest Waiting – the queue time of the longest waiting task.
  • Opened – the number of tasks, that were opened today.

 

KPIs (Key Performance Indicators)

  • Tasks - Active - the number of currently active tasks.
  • Tasks - Closed - the number of tasks that were closed today.
  • Tasks - Created - the number of tasks that were created today.
  • Tasks - Longest Waiting - the queue time of the longest waiting task.
  • Tasks - Opened - the number of tasks that were opened today
  • Tasks - In Interval - the number of tasks (supports a group of time period parameters).
  • Custom Table – Longest Waiting - the longest waiting time in a custom table. Fieldname defines which column is used to find longest waiting time.
  • Custom Table – Count - a count of records in a custom table. Fieldname defines which column is to be counted.
  • Multifunctional by ScoreCard - calculates and returns a value from a scorecard. This KPI allows you to bring in any SNOW value/metric once you built it as a ScoreCard in SNOW.

 

Custom Table Mapping - pull and process even data that is not available in ServiceNow out-of-the-box.

 

Technical Notes
Some of the KPIs/Grids listed above require additional API from ServiceNow that might result in additional charges by ServiceNow. For details, please contact us.

As of today, our connector supports ServiceNow Kingston, Jakarta, London, Orlando, and New York.

Our queries run every 30 seconds, but the frequency is a configurable setting.

Need more Info?
A sample layout of 2Ring Dashboards & Wallboards is accessible at www.2Ring.com/TryIt (no credentials needed), and full access to our public demo environment can be requested here. To receive a list with all the available KPIs/metrics for all of our connectors (Amazon Connect, Genesys PureEngage, Cisco UCCX | UCCE | CUCM, Unity, Staffino, Salesforce, and ServiceNow), or to request an upgrade of your system to the latest release, please contact us.

Feature Requests
All of the features above were added based on feedback received from our customers and/or prospects, so please do not hesitate to reach out to us with any feature suggestions (www.2Ring.com/Contact). To schedule a live demo, please visit www.2Ring.com/WebEx.

 

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 has been active in enhancing contact centers and IP telephony since 2001. 2Ring is a Cisco Preferred Solution Partner, and also a Technology Partner with Amazon, Genesys, and ServiceNow. For further info, please visit www.2Ring.com.


Are your Agents “Working from Home”? – Introducing the 2Ring Power Tool

Earlier this year we released our Agent Power Tool that has enabled Call Centers to provide the relevant KPIs (Key Performance Metrics) to the team members without utilizing the full screen window of the Browser.
More

2Ring Dashboards & Wallboards v8.0

Find out about the exciting new features that have been added in the latest 2Ring Dashboards & Wallboards v8.0 release.
More

Genesys PureEngage Connector for 2Ring Dashboards & Wallboards

2Ring is proud to announce Genesys PureEngage Connector for 2Ring Dashboards & Wallboards. Benefit from 2Ring’s real-time reporting tool that’s friendly to business users.
More

ServiceNow Connector for 2Ring Dashboards & Wallboards (updated with 7.3.2 details)

2Ring announces updates to ServiceNow connector for 2Ring Dashboards & Wallboards. Businesses that use ServiceNow also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users
More

Amazon Connect Connector for 2Ring Dashboards & Wallboards

2Ring is proud to announce Amazon Connector for 2Ring Dashboards & Wallboards. Businesses that use Amazon Connect also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users.
More