2Ring Orchestrator – Workflow Engine
Automate both simple and advanced tasks. Orchestrator is an advanced workflow engine for Cisco Finesse that reacts to various events originating from a variety of sources, then performs an action or series of actions.
Well-Targeted Audible & Message Alerts
> Send well-targeted audible & text-based alerts to the Ticker Gadget and/or provide those messages in the form of a Toast Alert.
> Agents receiving a Chat from a fellow Agent or from a Supervisor.
> When an Agent receives or initiates a Call, Orchestrator performs Database lookup to identify the caller.
> Long Wait Alert – Caller had to wait longer than X minutes in a queue.
> Agent changing state or staying in a state for certain amount of time (Agent misses a call and goes Not Ready - RONA).
> Agent switches state to Not Ready lunch => Orchestrator looks up how many calls are in queue and notifies the agent to wait till there are less calls in queue.
> When a KPI or Metric in 2Ring Dashboards & Wallboards reaches a defined value Agents in certain state are notified. e.g. Number of calls in queue and longest wait time go over define thresholds and Agents not in Lunch or Break receive a Toast Notification.
> Notify the Agent when their Talk Time exceeds the Average Talk Time for the day, by X minutes.
> When an Agent is having a “Long Call”, the Supervisor can be notified so they can silent monitor and coach the Agent.
> Supervisors can be notified if the Agent is late returning from Lunch, Break or is out of Realtime Adherence (RTA).
> If an Agent misses a call and goes into Not Ready – RONA, the Agent can receive a notification, then escalate to a Supervisor, or optionally the Agent could be placed back into a Ready state.
> When an Agent is on a chat session (UCCX) and the Agent or Customer use inappropriate language the message can be blocked and/or the Supervisor is notified.
Automatic Agent’s State Changes
> When an Agent completes a follow-up call, the Agent can be placed back into a Ready state once the call ends.
> Auto-logout all agents when the call center closes, but not while on call.
Push Information to CRM
> Update CRM records with a link to the Call Recording for that interaction.
> Pass data from a CRM system to another system such-as an ERP system.
Perform Call Related Actions
> Help agents setup a conference or even get a translator on the line: - Automate Conferences with auto-entering DTMF tones (call IVR, enter contract number for the agent, ..)
> Light up a notification icon if a condition is met - e.g. agent has been talking for over two minutes, but s/he has not set a wrap-up code.
> Notify the Agent that the caller has had a long hold time so an apology can be offered.
> Display the language the caller selected – e.g. English or Spanish.