UCCE Connector v5.3.2 for 2Ring Dashboards & Wallboards

2Ring Dashboards & Wallboards 2Ring Gadgets for Cisco Finesse Cisco CX Layouts Realtime Alerting Realtime Reporting Release Notes UCCE

by 2Ring · Jul 13, 2016

The 5.3.2 release of our (Packaged) UCCE connector for 2Ring DASHBOARDS & WALLBOARDS is available as of today. This updated connector significantly increases the number of KPIs / metrics. For details, please review the list of newly added metrics below.

To receive a list with all the available KPIs/metrics, or to request an upgrade of your system to the latest release, please contact us.

New Features in (Packaged) UCCE Connector v5.3.2

  • New KPIs
    • – Emails – Average Handle Time
    • – – Emails – Average Queue Time for Skill Groups
    • – – Calls – Longest Wait Time Today for Skill Groups
    • – – Calls – Longest Wait Time Today for Precision Queues
    • – – Calls – Total Offered for Skill Groups
    • – – Calls – Total Offered for Precision Queues
    • – – Calls – Answered for Precision Queues
    • – – Calls – Answered for Skill Groups
    • – – Calls – Answered for Call Types
    • – – Calls – Average Speed of Answer for Precision Queues
    • – – Calls – Average Speed of Answer for Skill Groups
    • – – Calls – Average Speed of Answer for Call Types
    • – – Calls – Manual Dialed Outbound Calls for Precision Queues
    • – – Calls – Manual Dialed Outbound Calls for Skill Groups
    • – – Calls – Handled for Teams
    • – – Calls – Handled Rate for Teams
    • – – Calls – Offered for Teams
    • – – Calls – Manual Dialed Outbound Calls for Teams
    • – – Calls – Average Speed of Answer for Teams
    • – – Calls – Answered for Teams
  • New Grids
    • – – Agents – Emails
    • – – Skill Groups – Emails
  • New Columns in Agent States Grid
    • – – Extension
    • – – Manual Outbound Calls
    • – – Calls Answered
  • New Columns in Precision Queue Grid
    • – – Total Offered
    • – – Calls Answered
    • – – Average Speed of Answer
    • – – Manual Outbound Calls
  • New Columns in Skill Groups Grid
    • – – Total Offered
    • – – Calls Answered
    • – – Average Speed of Answer
    • – – Manual Outbound Calls
  • New Columns in Call Types Grid
    • – – Calls Answered
    • – – Average Speed of Answer

Remember that a sample layout of 2Ring DASHBOARDS&WALLBOARDS is accessible at www.2Ring.com/TryIt (no credentials needed), full access to our public demo environment can be requested here, and last but not least, you can always request a live demo at www.2Ring.com/Demo

What’s Next?

The next release is going to be a major release, so we will be moving to version 6.0. Among other features, this release will introduce a new lightweight design (frameless) to better work in Cisco Finesse and also the concept of “Personal Tiles” – individual tiles showing multiple stats about one person in one segment.

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