Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from agents’ profiles at once. Optionally, agents can be allowed to reskill themselves too - and all this is available inside of 2Ring Team Gadget and thus inside of Cisco Finesse.

 

UCCX - Resource Skill - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - for example, in UCCX, there are CSQs and a set of business skills - Language Skill or Product Skill. On every CSQ then admin defines what skills agent needs to have and at what level of expertise (1-10) to handle calls from such CSQ. We do not change or manage these business skills (some calls these expert values) that agents already have. Those are still managed in CiscoCC admin. However, we can enable ad-hoc adding/removing agent from a CSQ by creating a "tech skill" that we call discriminator. This tech skill must be part of every CSQ (this is a pre-requisite for our reskilling to work - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech skill and by that agent is added or taken out of certain CSQ. In other words, this doesn’t require any changes in “expert values” or “skill levels.” This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, agent can be added or taken out a queue set.

UCCX - Resource Group - LIMITED SUPPORT

What CSQ is handled by what Resource Group (group of agents) - 1:1 map

Those CSQs that use this Resource Group regime cannot be managed via 2Ring skilling, however, customer can still create CSQ that use resource skill (see above for details) and add agents to those CSQs (or remove from) via 2Ring tool.

UCCE - Precision Skilling - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - there are PQs and a set of business attributes - Language or Product. On every PQ then admin defines what attributes agent needs to have and at what level of expertise (1-10) to handle calls from such PQ. We do not change or manage these business attributes that agents already have. Those are still managed in CiscoCC admin. However, we can enable ad-hoc adding/removing agent from a PQ by creating a "tech attribute" that we call discriminator. This tech attribute must be part of every PQ (this is a pre-requisite for our reskilling to work - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech attribute and by that agent is added or taken out of certain PQs. In other words, this doesn’t require any changes in attributes. This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, agent can be added or taken out a queue set.

UCCE - Skillgroup based Skilling - SUPPORTED

There is a map between agent and skillgroup - so we manage what agent belongs to what skillgroup and since we have "queue sets" - agents can be easily taken out or added to multiple skillgroups at once.

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 info and on what event to display and to whom. Toast Alerts ca...

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Team Gadget

Team Gadget

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

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Ticker Gadget - Marquee

Marquee / Message Ticker

Enhance Cisco Finesse with a message ticker / a marquee with a message his...

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Ticker Gadget - Time in State

State and Time in State + Alerts

Define thresholds and colors to use for every state. The agent state infor...

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Orchestrator

Orchestrator - 2Ring Workflow

Automate both simple and advanced tasks. This advanced workflow engine for...

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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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Current Call for Supervisors

Current Call Detail for Supervisors

Know everything you want to know. Besides seeing that Agent is “Talking” a...

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Call Trace for Agents

Call Context

Have agents make fewer mistakes due to easily available information displa...

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Agent State History

Agent State History

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

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Agent Call History

Agent Call History

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

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Real-Time Data Views

Team & Queue Based Real-time Views

Pick a team or queue in 2Ring Team Gadget, and check out their performance...

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WrapUp Codes

Wrap-Up Codes

Improve the experience when it comes to wrap-up code selection. 2Ring Dial...

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CallVariable Editor

CallVar / Call Variable Editor

Use CallVariable fields to add more color to call information - let agents...

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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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Address Books

Address Books - Unlimited Contacts

Provide agents with access unlimited number of contacts. Once a connection...

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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

Full call control, CallVariable editor, CallTrace, Advanced wrap-up select...

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