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.

 

Escalation Alerts

> 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, ..)

 

Notification Icon

> 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.

 

GA .. Features

Reskilling

Reskilling

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

view more

Toast Alerts

Alerts / Notifications (Toast Alerts)

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

view more

Team Gadget

Team Gadget

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

view more

Calabrio Integration

Calabrio Integration

2Ring makes the desktop more powerful by building a tight integration with...

view more

Ticker Gadget - Marquee

Broadcast Messages / Message Ticker / Marquee

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

view more

Ticker Gadget - Time in State

State and Time in State + Alerts

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

view more

Call Context

Call Context

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

view more

Orchestrator

2Ring Orchestrator – Workflow Engine

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

view more

Current Dialogue for Supervisors

Current Dialogue for Supervisors

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

view more

Agent Interaction History

Agent Interaction History

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

view more

Agent State History

Agent State Trace

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

view more

Agent Call History

Agent Call History

Agent Call History (default is set to 45 days but can be extended) – this...

view more

Real-Time Data Views

Team & Queue Based Real-time Views

Pick a team or queue in the 2Ring Team Gadget and check out the performanc...

view more

WrapUp Codes

Wrap-Up Codes

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

view more

CallVariable Editor

CallVar / Call Variable Editor

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

view more

Caller Identification / Screen-Pops

Caller Identification & Screen-Pops

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

view more

Transfer to IVR

Speed Dials - Transfer to IVR or Queue

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

view more

Address Books

Address Books - Unlimited Contacts

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

view more

Call or Cherry Picking

Call Picking (UCCX)

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

view more

Custom Buttons

Smart Buttons

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

view more

Dialog Gadget

Dialog Gadget

Gives Agents information about the caller and type of call needed to servi...

view more

Call Details

Call Details

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

view more

Kuando Busylight

Integration with Kuando Busylight

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

view more

Texting Support - WebText, Tropo, Twilio, ..

Texting via WebText, Tropo, & Twilio

Integrate API based SMS providers such-as WebText, Tropo, or Twilio to sen...

view more