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.
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.
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.
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 - 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).
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.
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.