Data from Many Data Sources
2Ring Dashboards & Wallboards comes with support for multiple data sources / connectors:
|2Ring Cloud Subscription
|2Ring Self-Hosted Subscription
|Cisco Webex Contact Center
|Cisco Webex® Contact Center (WxCC)*
|Cisco Webex Contact Center Enterprise
|Cisco Unified Contact Center Express (UCCX)
|Genesys Cloud CX*
|Cisco Unified Contact Center Enterprise (UCCE)
|Cisco Packaged UCCE
|Cisco CallManager – CUCM Hunt Groups
|Cisco Unity - VoiceMail
|SQL Based Databases – homegrown systems
If your data source is not listed, please contact us, as we are always looking to add new capabilities and features.
Your layouts can merge data from a variety of data sources. The screenshot above shows contact center data and also data from ServiceNow, this ServiceNow connector can be used to obtain details on Tasks, Assignment Groups, Chats, Scorecards, and more.
On top of that, a variety of content types can also be used to provide all the information that contact center users need (learn more under “Wide content support”).
Wide Content Support
All the connectors mentioned under "Data from Many Data Sources" make your data available in a form of KPIs with thresholds (good, neutral, and bad) and grids (tables with data). In addition to KPI’s and Grids, your layouts can also include Banners (Marquees, Tickers), Web-Based Content (Weather, social media feeds,..), YouTube videos and streams, pictures and photos, and PDFs (slides):
Banners can be a static message or a scrolling ticker with support for text and current time/date. Keep your contact center team in the know with 2Ring's multi-line banners.
Just about any kind of web-based content can be displayed in 2Ring Dashboards & Wallboards. Content can be information from an Intranet site, a report viewable in a web browser, weather (current & forecast), or other web sites such as stock or exchange rates details, social media feeds and other.
Static and live video streams, including YouTube, can be displayed with or without sound in 2Ring Dashboards & Wallboards. Videos could display news or training information for the team.
Pictures & Images
Pictures, photos, and logos can be included as well. Some examples we have seen are: employee of the month, client visits, or just to make the wallboard more visually appealing to view.
Display PDF files such-as PowerPoint slides that have been saved in PDF format. Even better, 2Ring Dashboards & Wallboards can take care of auto-paging through your content. Examples we have seen are: training information, employee of the month, lunch menus, and word or concept of the day.
Create and Adjust on the Fly
2Ring Dashboards & Wallboards is a fully web-based tool that is available to power-users including contact center supervisors. The tool was designed with business users in mind. A lot of every day operational changes in a contact center can be implemented without having the IT department involved.
Create and Adjust Key Performance Indicators (KPIs) / Metrics
Pick one of many existing KPIs, use it as it is, or adjust its calculation if needed. You can also set up thresholds - good, neutral, bad values and make visual /design changes - adjust background color and font type, size, color, ..
Create and adjust Grids
Display a filtered and sorted list of agents or queues with auto-paging option. Adjust and customize your grids in countless ways.
Create and adjust Message Tickers / Marquees
Send text messages to message banners that are part of your wallboards in real-time, adjust scrolling speed, or even text direction (left-right, right-left).
Create and Adjust Layouts
Pick one of many layout templates, adjust it, or build your own from scratch by drag & dropping content. Building Wallboards cannot get any easier.
Create and Adjust Content Sequences & Layout Sequences
Assign appropriate content to each frame and have it displayed for desired time and then let us rotate you content / sequence indefinitely.
Register External Content
Your layouts in 2Ring Dashboards & Wallboards can display pictures, PDF files (export your PowerPoint slides to PDF - 2Ring delivers auto-paging), YouTube Videos (incl. live streams), Weather (current & forecast), and any of your web-based content (stock info, exchange rates, menu in your cafeteria, ..).
Setup Email Alerts
Define email alerts based on thresholds set for KPIs (service level goes under X, # of calls in queue goes over Y, ..)
Touch Screen Friendly (incl. mobile devices)
2Ring Dashboards & Wallboards was built to provide real-time statistics in a web browser. This is ideal for users who are on the move and not at their office, using a mobile phone or tablet for accessing information on the go. Because our Dashboards & Wallboards works in a standard web browser, there is no need to download and install any additional apps. Also, one layout fits all the screen dimensions thanks to our automatic resizing of content to the screen's resolution or to the window's size. You can test using our sample layout at www.2ring.com/TryItWXCC.
Notifications and Alerts
Alert Agents and Supervisors to changing conditions in the Contact Center before they become a problem. Notifications can be based on a single condition, such as there are 5 Calls in Queue or even multiple conditions, such-as there are 5 calls in queue with a call or calls waiting over 60 seconds. Alerts can come in the form of Color Changes, Blinking, E-Mail and Audible Alerts or optional integration with SMS providers such as: Tropo, WebText, Bandwidth.com or other API based texting Services. Further alerts can be sent to Collaboration Software like Cisco Webex® (Rooms or Spaces), Microsoft Teams, Slack, and/or Discord. Even if your organization uses multiple Collaboration Tools, we can send alerts to one tool or simultaneously to multiple tools.
Merging and Summing Metrics
With 2Ring Dashboards & Wallboards, it is possible to for example create a grid showing total values for multiple queues or even skillgroups. Also, it is much easier to filter KPIs and grids in general as users can create parameter groups and thus apply multiple parameters at once. It is all really a matter of checking a few checkboxes.
Sequence means that the entire screen or a portion of the screen can automatically flip to different content. You can rotate a sequence of layouts which can look like this: layout A for 10 seconds, then switch to layout B for 15, and then to layout C for 25 seconds. You can also sequence multiple KPI types or Grids within a layout's frame - e.g., show a list of top 10 performing agents for 20 seconds, and then have same area/frame to show stats of all the contact center queues. You can check out a sequence of multiple layouts within a layout (a sequence is nested above a static banner at the bottom of the layout) at www.2Ring.com/TryItWxCC.
Tenants - Business Units
Create tenants (business unit silos) within the system so tenants would not have access to each other's layouts/content.
Use 2Ring Data for Node-RED Workflow Actions (IFTTT)
2Ring Dashboards & Wallboards provides email, texting, audible, and visual alerts, but if you need to build a workflow that triggers other systems to perform an action based on data in Dashboards & Wallboards, we can send such requests to IFTTT or similar solutions. For example, we have developed in the past a function to tell the siren light on the floor to go off when the number of calls in queue is over a certain amount X.
Embed Layouts in Other Apps
2Ring Dashboards & Wallboards makes it easy to embed your layouts to other applications - such as agent and supervisor desktops.
Rich Browser Support
IE11, and the latest versions of Microsoft Edge, Google Chrome, Firefox, and Safari are supported by 2Ring Dashboards & Wallboards.
Azure AD Authentication Support
There is the option to authenticate users using Azure AD (cloud) credentials.
Integrate Dashboards & Wallboards with Appspace
Take the amazing capabilities of 2Ring Dashboards & Wallboards to the next level with our integration with industry leading signage system Appspace.
Appspace combined with 2Ring’s Dashboards & Wallboards can display all your contact center layouts to any screen or device within your corporate ecosystem thus driving awareness and productivity across your entire workforce.
2Ring Power Tool Feature
2Ring Power Tool is a window that is usually configured to float on top of all the other application windows and keep agents up-to-speed about their own call center state, and any other relevant metrics.
This is achieved using a personalized layout, so a single layout that supervisor creates and manages and that then displays every agent metric that are relevant to him or her – including a personalized target and fulfilment of such target on the current day. Of course, displayed metrics can change color, blink, and trigger audible alerts based on thresholds configured by the supervisor.
The 2Ring Power Tool then allows every user to move the window anywhere on their screen/s or resize the window to their liking. Of course, these changes are preserved, so on the next day, when the agent starts a new shift, the tool will automatically start in the last known position and with the last known window size.
Think of the Power Tool as the “Window” into your existing 2Ring Dashboards & Wallboards. Rather than displaying layouts on a large screen monitors in the office or hiding important metrics in a dedicated browser tab, let agents see a personalized layout with all the important data on top of all the application windows.
The are many benefits to the Power Tool, most notably:
- Personalized layouts - create a single layout and every agent sees his/her metrics only
- Flexible window size with embedded layout auto-resizing to the space provided
- Metrics can change colors and blink based on thresholds
- Ability to always be visible on top of all other windows
- Remembers its position on the screen and its own window size
- Can be set to auto-launch once agent logins to her/his workstation
- Can contain a team-based message ticker – scrolling marquee
- Deliver toast alerts based on any of the configured KPIs
Check out a short video demo of the 2Ring Power Tool and see for yourself how highly customizable and beneficial this small add-on application is.