Orchestrator - 2Ring Workflow
Automate both simple and advanced tasks. This advanced workflow engine for Cisco Finesse reacts to various events originating from various sources. Here is an example of one of the most often implemented use cases - RONA Alert: Agent was Ready, missed an incoming call, and thus the call center put this agent into NotReady - RONA. 2Ring Orchestrator can immediately display a Toast Alert (on top of all the application windows on agent's workstation) to tell this agent to switch to Ready. This makes sure that agent will see this RONA alert right away. Supervisors can also be notified immediately or agent can have some time to self-correct the issue and only after his time is up, a specific supervisor or group of supervisors can be notified about this situation and/or agent can be remotely logged out from Cisco Finesse and or automatically forced back to Ready. Do you need this workflow to have a different flow? Let us know. This advanced workflow mechanism provides a ton of flexibility to automate simple or even very complex scenarios.
Well-Targeted Audible & Message Alerts
Send Well-Targeted Audible & Message Alerts to Ticker Gadget and/or provided those messages in a form of a Toast Alert as a result of - Agent receiving a Chat from a fellow Agent or from a Supervisor - Agent receiving or initiating a Call (with Caller Identification & Overview - DB lookup; 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 NotReady RONA; Agent switches state to Not Ready lunch => Orchestrator looks up how many calls are in queue and notify agent to wait till there are less calls). - KPI / Metric in 2Ring Dashboards & Wallboards reaches certain values so agents in certain state are notified. E.g. Number of calls in queue and longest wait time go over define thresholds - ..
Notify supervisors if certain events occur, such as: - Agent stays in a certain state for certain amount of time - Agent misses a call (goes NotReady - RONA) - Agent talks for longer than a defined threshold - Certain KPIs/Metrics in 2Ring Dahboards&Wallboards enter bad zone - Agent is on a chat session (UCCX) with a customer who uses inappropriate language - ..
Automatic Agent’s State Changes
As a result of certain call center event, - Force agent to Ready - Auto-logout all agents at 5PM (but not while on call) ..
Based on any of the available information about an incoming call or chat, navigate browser to certain pages.
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 set condition is met - e.g. agent has been talking for over two minutes, but s/he has not set a wrap-up code.