October 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.

Note: To review the latest additions to our (Packaged) UCCE connector, click here and for the latest additions to our CUCM connector, click here.

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?

As mentioned in 5.3. release notes, 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.

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, besides 2Ring GADGETS for Cisco Finesse and 2Ring COMPACT AGENT, also includes 2Ring DASHBOARDS & WALLBOARDS2Ring SCRIPTS & FORMS2Ring PHONE SERVICES2Ring BUSINESS FAX and 2Ring CALL ACCOUNTING. For further info, please visit www.2Ring.com.​

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