Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from agents’ profiles at once. Optionally, agents can be allowed to reskill themselves too. Learn more here.
Display Agents from Multiple Teams
Cisco Team Performance Gadget is only available to supervisors and it only allows supervisors to view one team at a time. In 2Ring Team Gadget, you can decide what teams are listed. Agents who are offline can be listed, or hidden, but when searching, offline agents are included in search results.
Current Call Details (Call Trace)
Besides seeing that Agent is “Talking” and the call’s length, supervisors can view Current Call Details (Call Trace) with all this info: 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, ..
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) + search for agents by name (in the list of teams or in the list of queues).
Agent State History
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 Call History
Agent Call History (default is set to 45 days but can be extended) – this comes with click to dial capabilities
Agent and Supervisor profiles come with action buttons: Call, Conference, Blind Transfer, Barge, Default IM Client (Jabber, Skype for Business, Hangouts, Slack), Chat (see next bullet for more), 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 Dashoards & 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.