Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from an agent's profiles with a single click. Optionally, agents can be allowed to reskill themselves too - and all this is available inside of the 2Ring Team Gadget within Cisco Finesse.

 

UCCX - Resource Skill - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queues and agents. This relationship is defined through skills - for example, in UCCX, there are CSQs and a set of business skills, such-as a Language Skill or Product Skill. On every CSQ the administrator defines what default skills an agent needs to have and at what level of expertise (1-10) to best handle calls from the CSQ. We do not change or manage these business skills or expert values that agents already have. Those are still managed in Cisco AppAdmin page. 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. We turn on/off this tech skill and thus the agent is added or taken out of certain CSQ. In other words, this does not require any changes in “expert values” or “skill levels.” This means that a supervisor can manage queue sets with a simple and easy to use interface. Furthermore, all agents in a queue set can be “skilled” to handle calls from additional queues and vice versa. With a single click, an 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, customers can still create CSQs that use resource skill (see above for details) and add agents to those CSQs (or remove from) via the 2Ring tool.

UCCE - Precision Skilling - SUPPORTED

With Precision Skilling, agents do not belong to a particular queue, thus there is no direct relationship between queues and agents. This relationship is defined through skills.  There are Precision Queues (PQ) and a set of business attributes, such-as Language or Product. On every PQ the admin defines what attributes an agent needs to have and at what level of expertise (1-10) to handle calls from such a 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 a discriminator. This tech attribute must be part of every PQ (this is a pre-requisite for our reskilling to work). As we turn on/off this tech attribute and the agent is added or taken out of certain PQs. In other words, this does not require any changes in attributes. This means that a supervisor can manage queue sets with a simple and easy to use interface. Furthermore, all agents in a queue set can be “skilled” to handle calls from additional queues and vice versa. With a single click, an agent can be added or taken out a queue set.

UCCE - Skillgroup based Skilling - SUPPORTED

There is a map between agents and Skill Group. We manage what agent belongs to what Skill Group, and since we have "queue sets", it makes it easy to add or remove agents to multiple Skill Groups at one time with a single click.

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

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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 tight integration with...

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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 how what...

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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 the 2Ring Team Gadget and check out the performanc...

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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)

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

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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

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

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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 WebText, Tropo, or Twilio to sen...

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