Dashboards & Wallboards for Genesys Cloud CX

All the connectors make your data available in a form of KPIs with thresholds (good, neutral, and bad) and grids (tables with data). In addition to KPI’s and Grids, your layouts can also include Banners (Marquees, Tickers), Web-Based Content (Weather, social media feeds,..), YouTube videos and streams, pictures and photos, and PDFs (slides).

2Ring Dashboards & Wallboards is a fully web-based tool that is available to power-users including contact center supervisors. The tool was designed with business users in mind. A lot of every day operational changes in a contact center can be implemented without having the IT department involved:

• Create and Adjust Key Performance Indicators (KPIs) / Metrics
• Create and adjust Grids
• Create and adjust Message Tickers / Marquees
• Create and Adjust Layouts
• Create and Adjust Content Sequences & Layout Sequences
• Register External Content
• Setup Email Alerts

2Ring Dashboards & Wallboards was built to provide real-time statistics in a web browser. This is ideal for users who are on the move and not at their office, using a mobile phone or tablet for accessing information on the go. Because our Dashboards & Wallboards works in a standard web browser, there is no need to download and install any additional apps. Also, one layout fits all the screen dimensions thanks to our automatic resizing of content to the screen’s resolution or to the window’s size.

Alert agents and supervisors to changing conditions in the Contact Center before they become a problem. Notifications can be based on a single condition, such as there are 5 Calls in Queue or even multiple conditions, such-as there are 5 calls in queue with a call or calls waiting over 60 seconds. Alerts can come in the form of Color Changes, Blinking, E-Mail and Audible Alerts or optional integration with SMS providers such as: Tropo, WebText, Bandwidth.com or other API based texting Services. Further alerts can be sent to Collaboration Software like Cisco Webex® (Rooms or Spaces), Microsoft Teams, Slack, WhatsApp and/or Discord. Even if your organization uses multiple Collaboration Tools, we can send alerts to one tool or simultaneously to multiple tools.

With 2Ring Dashboards & Wallboards, you can easily create grids displaying total values for multiple queues or skill groups. Filtering KPIs and grids is simplified with parameter groups, allowing you to apply multiple filters simultaneously by just checking a few boxes.

If you use a certain layout often, bookmark it for a window or full-screen mode and share it with others with ease (anonymous access is just a checkbox away).

Sequences allow automatic rotation of screen content. For example, display layout A for 10 seconds, then switch to layout B for 15 seconds, and layout C for 25 seconds. You can also sequence multiple KPI types or grids within a frame, such as showing the top 10 performing agents for 20 seconds, followed by contact center queue stats in the same area.

Create tenants (business unit silos) within the system so tenants would not have access to each other’s layouts/content.

2Ring Dashboards & Wallboards offers email, text, audible, and visual alerts. For advanced workflows, it integrates with IFTTT or similar solutions to trigger actions in other systems. For instance, it can activate a siren light when call queue numbers exceed a specified threshold.

2Ring Dashboards & Wallboards makes it easy to embed your layouts to other applications – such as agent and supervisor desktops.

The latest versions of Microsoft Edge, Google Chrome, Firefox, and Safari are supported by 2Ring Dashboards & Wallboards.

We offer the option to authenticate users using MS Entra ID (cloud) credentials.

Enhance 2Ring Dashboards & Wallboards with our Appspace integration. Display contact center layouts on any screen or device in your corporate ecosystem, boosting awareness and productivity across your workforce.

The 2Ring Power Tool is a floating window that keeps agents informed about their call center status and relevant metrics. It displays a personalized layout created by the supervisor, showing each agent their specific metrics, targets, and daily progress. Metrics can change color, blink, and trigger alerts based on thresholds.

Agents can move and resize the window, and it remembers its position and size for the next session. This tool acts as a “window” into 2Ring Dashboards & Wallboards, ensuring important data is always visible. Key benefits include:

• Personalized layouts – create a single layout and every agent sees his/her metrics only
• Flexible window size with embedded layout auto-resizing to the space provided
• Metrics can change colors and blink based on thresholds
• Ability to always be visible on top of all other windows
• Remembers its position on the screen and its own window size
• Can be set to auto-launch once agent logins to her/his workstation
• Can contain a team-based message ticker – scrolling marquee
• Deliver toast alerts based on any of the configured KPIs

Check out a short video demo of the 2Ring Power Tool and see for yourself how highly customizable and beneficial this small add-on application is.

2Ring Power Tool v2.0.1

Users can now utilize the latest version of 2Ring Power Tool, with default configuration pointing to the personalized layout URL. This update also includes:

• Fixes for script execution issues.
• Integration with Ontrak ADU devices
• Busylights Integration
• Toast Alerts

Introducing a new notification type: Toast Alerts, which display on top of all currently open application windows. These alerts are sent to Windows notifications and are displayed based on the defined layout. They are perfect for notifying agents about state changes, time in state, and for supervisors to monitor call center events.

IMPORTANT: Local Toast Alerts do not replace existing notification channels. Existing channels (Microsoft Teams, Webex, Slack, SMS, email, etc.) still deliver alerts regardless of whether a layout is being viewed

Enable toast alerts based on grid values or segments (previously only available for individual KPIs). Some examples of events that toast alerts can be set for:

• If an agent displayed in a grid remains in a specific state for more than X minutes (e.g., “RONA,”  “System RC,”  “Refused RC,”  “Not Responding,” or “Missed” state for more than X seconds – this gives the agent a chance to change state before supervisor is notified).
• If an agent misses a call or changes state (so alert immediately on state change).
• If an agent makes a manual outbound call,
• If any agent dials or receives a call from a list of phone numbers.
• If an agent is talking for longer than X minutes (e.g. first threshold notifies agent to keep calls short, the second to ask if agent needs help with the interaction, and the third to notify a supervisor).
• If the number of logged-in agents or agents in a state exceeds a threshold.

It is also possible to use more complex conditions involving multiple columns, such as:

• no agent logged in or available, but there is a call waiting in the queue,
• the number of calls in the queue is greater than X, and at the same time, LWT (Longest Wait Time) is greater than Y

Agents using a personalized layout can receive toast alerts related to their own state or KPIs included in their layout.

IMPORTANT NOTICE #1: Grid notifications currently support only the new local toast notifications and not existing channels like MS Teams, Webex, or email. Support for these is planned.

IMPORTANT NOTICE #2: Not all APIs are the same. Please check 2Ring documentation to verify which data is available

With just one click, users can easily apply preset filters to organize and display information. For instance, in the agent state grid below, several filters are readily available, designed to instantly sort agents by their current status. When a user selects a filter, such as “Ready, “Talking,” or “Not Ready,” the grid immediately updates, showing only the agents that match that particular status. This functionality simplifies navigation and enhances real-time tracking, allowing users to focus on the most relevant data without having to manually sort through it.

Winner’s podium layouts for the top 3, 5, or 10 performers have been available for a while. Now, thanks to the addition of dynamic positioning and re-sizing of segments, pictures can represent agents (e.g., agent’s headshot), or teams (e.g., an icon of a car) and move on the screen to get ahead and/or to reach a target.