Agent Interaction History
Agent Interaction History allows an Agent to view all the interactions he or she had previously worked on. Supervisors, on the other hand, can view interactions from Agents that are on their team. Interaction History has Click to Dial for voice calls and Click to E-mail for Chat and E-Mails, making it easier for Agents and Supervisors to follow up with customers. A link to the CRM record allows quick access to review what the agent or previous agents had logged into the CRM. Sorting and Search capabilities make it easy to locate a previous interaction. In the event an interaction was transferred to another Agent or Agents, you can see all related calls logs for the entire interaction. By clicking on or opening the Interaction, the Agent or Supervisor is able to see additional details about the Interaction such as Participant, Variables, Notes, Call Trace, and Forms utilized. The recording can also be played and downloaded (Cisco AQM/Calabrio and Elevēo).
GA .. Features
Alerts / Notifications (Toast Alerts)
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Broadcast Messages / Message Ticker / Marquee
Enhance Cisco Finesse with broadcast message that can be sent to a message...
State and Time in State + Alerts
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2Ring Orchestrator – Workflow Engine
Automate both simple and advanced tasks. Orchestrator is an advanced workf...
Current Dialogue for Supervisors
See details of what Call, Chat, or E-Mail the Agent is working on. This p...
Agent Interaction History
Agent Interaction History allows an Agent to view all the interactions he...
Team & Queue Based Real-time Views
Pick a team or queue in the 2Ring Team Gadget and monitor the performance...
CallVar / Call Variable Editor
Use Call Variable fields to add more detail and contextual information to...
Caller Identification & Screen-Pops
Identify Callers and deliver screen-pops using data stored in 3rd party co...
Speed Dials - Transfer to IVR or Queue
Reduce an Agent’s handle time by using Speed Dials and Buttons to transfer...
Address Books - Unlimited Contacts
Provide Agents with an Address Book that is updated automatically and can...
Integration with Kuando Busylight
The Busylight is a small external device used in contact centers. The devi...
