2Ring makes the desktop more powerful by building a cohesive integration with Calabrio that allows Agents & Supervisors to receive Notifications, Tag Calls for Review, Manual Pause/Resume Controls within Finesse, and enables Free Seating/Hot Desking Support.
> View & download the presentation deck at 2Ring.com/CalabrioSlides
> Read about our collaboration with Calabrio in our press release
> Calabrio Workforce Management (WFM) Integration with 2Ring Gadgets for Cisco Finesse (watch on YouTube)
> Calabrio Call Recording (CR) Integration with 2Ring Gadgets for Cisco Finesse (watch on YouTube)
Call Recording Link in CRM
2Ring can update a CRM record with a link or URL to the recording, keeping all information about the call in a single place. See Caller Identification & Screen-Pops for more information.
Tag Call for Review
With a single click, Agents can tag a call, whether it is a good call or a call they should advise their Supervisor about. Once the call is tagged, 2Ring can pass additional metadata to Calabrio to provide further details and context. Calls can be played or downloaded directly from Finesse, and additionally, with a single click, the call can be opened in Calabrio.
Manual Pause and Resume for Call Recording
Customizations are no longer needed to add Pause & Resume controls to the Agent's desktop. 2Ring offers out-of-the-box controls that allows an Agent to easily Pause a call and Resume recording, when appropriate, with a single click.
Free Seating / Hot Desking
2Ring automatically passes Agent/Hoteling information to Calabrio when the Agent logs into Finesse. Supervisors or recording administrators no longer need to update this information.
WFM Schedule for an Agent
Agents can view their Schedule, including past & future schedules, request vacation/PTO, and shift swaps from Finesse. Alerts about upcoming breaks can be provided to the Agent to help them maintain optimal schedule adherence. These notifications are viewable over all other applications. If an Agent is on a call that is running long, 2Ring can place the agent into the appropriate Not Ready State to help them achieve better Real-Time Adherence (RTA).
WFM Schedule for a Supervisor
Supervisors can view an Agent’s Schedule including past & future schedules, Actual Schedules, and Adherence without needing to leave Finesse. Supervisors can also be alerted if an Agent does not go to Break/Lunch at the scheduled time.