2Ring SCRIPTS & FORMS is an application focused on data collection and the recording of structured information about clients and their needs obtained during call handling in the contact center.
Unlike solutions that come as part of the contact center, 2Ring SCRIPTS & FORMS can be available to agents from a call’s start, which significantly reduces the time agents spend on a call and increases the quality and relevance of the recorded data.
On the form, agents answer hierarchically structured questions by selecting one of the options or using a free text field. The ability to define questions and answers depending on the call type or skillgroup decreases the time necessary to fill out the form.
The supervisors or administrators can create new forms and scripts and also modify existing ones on the fly via the web-based CONFIGURATION Tool.
The solution is available for Cisco Unified Contact Center Enterprise (Cisco UCCE - including Packaged UCCE) and Cisco Unified Contact Center Express (Cisco UCCX). It is part of the Enhanced Bundle of 2Ring GADGETS for Cisco Finesse and it can also be used by agents using 2Ring COMPACT AGENT, or in most agent desktop applications that also include an integrated browser.
Advanced Wrap-Up Forms and Guiding Scripts - agents can fill out the form from the call’s start as the application navigates the agents through a simple tree structure. The application thus significantly saves agents’ time and allows the collection of accurate data
Agent Guidance - a well-formed questionnaire guides agents through the shortest path to get all necessary information whatever the situation - from issuing a new credit card to dealing with safety and security (calling the police or fire department)
Correctly Filled Out Data - built-in support for entry validation doesn’t allow agents to submit the form until it is filled out correctly. The application thus takes care of filling in all requested data correctly and adds to the quality of records
Variability of Data Entering - the application helps speed up and simplify agents’ work by allowing them to select more than one item from the list. A must is the option that allows agents to enter free text information (recording specific quotes from clients and so on)
Forms Administration - the creation and modification of forms is done in a web-based CONFIGURATON Tool. This makes it is very easy to create a new form or modify an existing form, or even define rules for agents to fill out these forms. These modified or brand-new forms are available to agents in a very short time
Agent Evaluation - it is possible to assign points to every answer so that the number of points assigned represents the importance of the particular answer and thus to obtain data for agent evaluation, The assigned points also help agents better understand the value of a given answer for the company. The data can also be used to split the cost of contact center operations among other departments – cost centers
Sophisticated Reporting - the application stores recorded data in a database that is independent from the contact center. With every filled out form, a corresponding call ID and agent ID are stored to be used in campaign reporting. Automatically obtained information such as call type, IVR path, customer entered data or other relevant information can also be stored along with the agent's answers