Alerts / Notifications (Toast Alerts)

Decide what information, what event to display, to whom, and for how long. Toast Alerts pop on top of all the other application windows to provide information to the agent or supervisor. Get information about agent's time in a current state (e.g. RONA, longer lunch break), display messages / reminders sent by one of the supervisors, show advanced customer identification data for the incoming call, chat, or e-mail (CRM, options selected in the IVR, wait time in queue, etc.). Toast Alerts can also be used to show alerts about metrics from 2Ring Dashboards & Wallboards (e.g. when the number of calls in queue and longest wait time are over the defined thresholds, only then display a Toast Alert to all agents who are NotReady with a subset of reason codes). Learn more about Alerts under 2Ring Orchestrator..

Always on Top

Toast alerts are always displayed on top of all other application windows regardless of what application is currently being used by the agent or supervisor.

Message Specific Picture

Toast Alerts can come with a different icon or picture based on the notification type such-as VIP caller, language selection, business vs residential customer, or a message sent by one of the supervisors,  ..

Click To Action

Clicking on a Toast Alert can trigger an action or even a set of actions like answer the call and bring the CRM to foreground, change agent state to ready, ..).

Configurable Time to Show

Stays displayed for defined time period or even until the trigger for the message is no longer valid.  For example, when an agent misses a call and is automatically put into NotReady – RONA, the alert can stay displayed on top of all the agents application windows until the agent's state changes.

Alert from 2Ring Dashboards & Wallboards

Toast Alerts can be connected to 2Ring Dashboards & Wallboards and thus deliver notifications when there are Calls in Queue and Longest Wait Time exceeds defined thresholds.

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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