Calabrio Integration

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. 

GA .. Features

Reskilling

Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be...

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Toast Alerts

Alerts / Notifications (Toast Alerts)

Decide what information, event to display, to whom, and for how long. Toas...

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Team Gadget

Team Gadget

This is the collaboration cockpit for agents and supervisors. It fully rep...

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Calabrio Integration

Calabrio Integration

2Ring makes the desktop more powerful by building a cohesive integration w...

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Ticker Gadget - Marquee

Broadcast Messages / Message Ticker / Marquee

Enhance Cisco Finesse with broadcast message that can be sent to a message...

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Ticker Gadget - Time in State

State and Time in State + Alerts

Define thresholds using countless colors, and alerts to provide visual and...

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Call Context

Call Context

Agents frequently need to use more than one CRM, ERP, or ITSM system when...

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Orchestrator

2Ring Orchestrator – Workflow Engine

Automate both simple and advanced tasks. Orchestrator is an advanced workf...

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Current Dialogue for Supervisors

Current Dialogue for Supervisors

See details of what Call, Chat, or E-Mail the Agent is working on.  This p...

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Agent Interaction History

Agent Interaction History

Agent Interaction History allows an Agent to view all the interactions he...

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Agent State History

Agent State Trace

Agent State Trace gives both Agents and Supervisors visibility on what Sta...

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Real-Time Data Views

Team & Queue Based Real-time Views

Pick a team or queue in the 2Ring Team Gadget and monitor the performance...

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WrapUp Codes

Wrap-Up Codes

Improve the experience when it comes to wrap-up code selection. 2Ring’s Di...

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CallVariable Editor

CallVar / Call Variable Editor

Use Call Variable fields to add more detail and contextual information to...

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Caller Identification / Screen-Pops

Caller Identification & Screen-Pops

Identify Callers and deliver screen-pops using data stored in 3rd party co...

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Transfer to IVR

Speed Dials - Transfer to IVR or Queue

Reduce an Agent’s handle time by using Speed Dials and Buttons to transfer...

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Address Books

Address Books - Unlimited Contacts

Provide Agents with an Address Book that is updated automatically and can...

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Call or Cherry Picking

Call Picking (UCCX)

Give agents the ability to “Pick” a call out of queue and “Park” calls. Pi...

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Continuous Monitoring

Continuous Monitoring

The Continuous Monitor button would be separate from the normal monitor bu...

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Custom Buttons

Smart Buttons

Create buttons that do what you need. Have these buttons available inside...

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Dialog Gadget

Dialog Gadget

Give Agents information about the caller and type of call needed to servic...

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Call Details

Call Details

Show Agents pertinent information and details about the call. Agents can e...

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Kuando Busylight

Integration with Kuando Busylight

The Busylight is a small external device used in contact centers. The devi...

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Texting Support - WebText, Tropo, Twilio, ..

Texting via WebText, Tropo, & Twilio

Integrate API based SMS providers such-as view more

Eleveo Integration

Elevēo Integration

2Ring makes the desktop more powerful with an integration to Elevēo that p...

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