Team Gadget

This is the collaboration cockpit for agents and supervisors. It fully replaces the Cisco Team Performance Gadget and on top of that it brings many additional features that all supervisors and agents ask for - such as agent to agent chat, broadcast messages, agent state & call history (going back multiple days or weeks), real-time agent state and detailed call info, and much more.

Reskill Agents

Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from agents’ profiles with a single click. Optionally, agents can be allowed to reskill themselves too. Learn more here

Display Agents from Multiple Teams

The Cisco Team Performance Gadget is only available to supervisors and it only allows supervisors to view one team at a time. In the 2Ring Team Gadget, you can decide what teams are listed. Agents who are offline can be listed or hidden depending on the individual preference.

Current Dialogues

Besides seeing that an Agent is “Talking” and the call’s length, supervisors can view what dialogues or interactions the agent is currently working on, such as Voice, Chat, and E-Mail. Supervisors will be able to see details about the interaction(s):

  • Voice:  Queue, Calling Number, Called Number, Start Time, & Call Type
  • Chat:  Queue, Chat Party, Conference, & Start Time
  • E-Mail:  From, Subject, Received Time, & Queue

Once an interaction has been selected the supervisor can view details about the interaction like Call Variables, additional participants on the call, and Call Trace. Call Trace details the customer experience by showing info such as: Number Called by Caller, Options Selected in the IVR, Queue the call came from, Wait Time in Queue, Holds, Transfers, Call Variables, Wrap-Up Selected, in a chronological order ..

List agents from multiple teams and queues at once

Show agent state to other agents, useful for transferring calls (incl. time in state and reason code – those can be hidden from fellow agents) and search for agents by name (in the list of teams or in the list of queues).

Agent State Trace

Agent State History (default is set to 45 days but can be extended) – Chronological or Grouped by State and Reason Code (today totals for each agent and state/reason code). Yes, this is available even for clients with UCCE having more than 100 named agents – no limits on # of agents covered (no need to enable agent state trace on agent profiles anymore)!

Agent Interaction History

Agent Interaction History – View all customer interactions the agent was presented/handled and see details about the call, such as Participants, Call Variables, Notes added by the agent, link to CRM record, Call Trace (see details such as hold, un-hold, transfers, Queue), have the ability to play the Recorded Call (Calabrio & Elevēo / ZOOM International), view any Forms used and what was entered by the agent.

Collaboration Hub

Agent and Supervisor profiles come with action buttons: Call, Conference, Blind Transfer, Barge, Default IM Client (Jabber, Microsoft Teams, Skype for Business, Hangouts, Slack), Chat (see next point for more), Whisper Coaching, Continuous Silent Monitoring (with optional alerts send to agents that they are being actively silent monitored), ..

Chat

Chat - Agent to Agent, Supervisor to Agent (only), or Agent to Supervisor (only – so no chatting with fellow agents) with optional chat transcripts (MS SQL DB with 1 out of the box report).

Broadcast Messages

Supervisors are able to send a message to any group or subgroup of agents + to a ticker in any of the 2Ring Dashboards & Wallboards layouts.

More Contacts

Let agents Search External Contacts (those who are not call center agents). Create Multiple Address Books – Exchange, Lotus Notes, AD, CUCM, SQL, csv, .. – shows CUPS (Cisco Presence) status (online, offline, DND, in a meeting, ..)

Team & Queue Based Views

2Ring Dashboards & Wallboards can be used to show real-time stats under Team or Queues.

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