GA .. Features

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 - and all this is available inside of 2Ring Team Gadget and thus inside of Cisco Finesse.

 

UCCX - Resource Skill - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - for example, in UCCX, there are CSQs and a set of business skills - Language Skill or Product Skill. On every CSQ then admin defines what skills agent needs to have and at what level of expertise (1-10) to handle calls from such CSQ. We do not change or manage these business skills (some calls these expert values) that agents already have. Those are still managed in CiscoCC admin. However, we can enable ad-hoc adding/removing agent from a CSQ by creating a "tech skill" that we call discriminator. This tech skill must be part of every CSQ (this is a pre-requisite for our reskilling to work - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech skill and by that agent is added or taken out of certain CSQ. In other words, this doesn’t require any changes in “expert values” or “skill levels.” This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, agent can be added or taken out a queue set.

UCCX - Resource Group - LIMITED SUPPORT

What CSQ is handled by what Resource Group (group of agents) - 1:1 map

Those CSQs that use this Resource Group regime cannot be managed via 2Ring skilling, however, customer can still create CSQ that use resource skill (see above for details) and add agents to those CSQs (or remove from) via 2Ring tool.

UCCE - Precision Skilling - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - there are PQs and a set of business attributes - Language or Product. On every PQ then admin defines what attributes agent needs to have and at what level of expertise (1-10) to handle calls from such PQ. We do not change or manage these business attributes that agents already have. Those are still managed in CiscoCC admin. However, we can enable ad-hoc adding/removing agent from a PQ by creating a "tech attribute" that we call discriminator. This tech attribute must be part of every PQ (this is a pre-requisite for our reskilling to work - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech attribute and by that agent is added or taken out of certain PQs. In other words, this doesn’t require any changes in attributes. This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, agent can be added or taken out a queue set.

UCCE - Skillgroup based Skilling - SUPPORTED

There is a map between agent and skillgroup - so we manage what agent belongs to what skillgroup and since we have "queue sets" - agents can be easily taken out or added to multiple skillgroups at once.

Decide what info and on what event to display and to whom. Toast Alerts can pop on top of all the application windows and contain information about agent's time in the current state (e.g. RONA, longer lunch break), display message / reminder sent by one of the supervisors, show advanced customer identification data for the incoming call or chat (CRM, options selected in the IVR, wait time in queue, etc.). Toast Alert 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 defined thresholds, only then display 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 the application windows regardless of what application is currently being used by agent or supervisor.
Message Specific Picture
Toast Alerts can come with a different icon / picture based on the notification type (e.g. VIP caller, language selection – Spanish / French, business vs residential customer, 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 (answer call and bring CRM to front, change agent state to ready, ...).
Configurable Time to Show
Stays displayed for certain time period or even until the trigger for the message is no longer valid (e.g. when agent misses a call and is automatically put into NotReady – RONA, the alert can stay displayed on top of all his application windows until agent's state changes).
Alert from 2Ring Dashboards & Wallboards
Toast Alerts can be connected to 2Ring Dashboards & Wallboards and thus deliver notifications when for example, Calls in Queue and Longest Wait Time exceed defined thresholds.

This is the collaboration cockpit for agents and supervisors. It fully replaces 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, message broadcasts, agent state & call history (going back multiple days or weeks), real-time agent state and detailed call info, and much more.

Reskill Agents

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

Collaboration Hub

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

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)

Broadcasting Messages

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.

More Contacts

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.

Enhance Cisco Finesse with a message ticker / a marquee with a message history. The arrival of a new message (sent by one of the supervisors or that was sent automatically by 2Ring Orchestrator / Workflow) can trigger an audible alert (make the recipient's workstation play a sound). Incoming messages can also be displayed in a form of a Toast Alert to ensure that even those agents who are currently working outside of Cisco Finesse tab / window do not miss the message. On the other hand, all automated toast alerts (RONA alert, number of calls in queue alert, ..), are also delivered to the Ticker Gadget to make these automated messages available for later viewing.

Define thresholds and colors to use for every state. The agent state information that is part of 2Ring Ticker Gadget will then be changing colors using these thresholds. These thresholds can further be used to send automated messages to agent himself or to a specific supervisor or to a group of supervisors. The most often used use cases include - RONA, or a longer lunch break. Learn more about Alerts under 2Ring Orchestrator.

Automate both simple and advanced tasks. This advanced workflow engine for Cisco Finesse reacts to various events originating from various sources. Here is an example of one of the most often implemented use cases - RONA Alert: Agent was Ready, missed an incoming call, and thus the call center put this agent into NotReady - RONA. 2Ring Orchestrator can immediately display a Toast Alert (on top of all the application windows on agent's workstation) to tell this agent to switch to Ready. This makes sure that agent will see this RONA alert right away. Supervisors can also be notified immediately or agent can have some time to self-correct the issue and only after his time is up, a specific supervisor or group of supervisors can be notified about this situation and/or agent can be remotely logged out from Cisco Finesse and or automatically forced back to Ready. Do you need this workflow to have a different flow? Let us know. This advanced workflow mechanism provides a ton of flexibility to automate simple or even very complex scenarios. 

Well-Targeted Audible & Message Alerts

Send Well-Targeted Audible & Message Alerts to Ticker Gadget and/or provided those messages in a form of a Toast Alert as a result of - Agent receiving a Chat from a fellow Agent or from a Supervisor - Agent receiving or initiating a Call (with Caller Identification & Overview - DB lookup; Long Wait Alert – Caller had to wait longer than X minutes in a queue; ..) - Agent changing state or staying in a state for certain amount of time (Agent misses a call and goes NotReady RONA; Agent switches state to Not Ready lunch => Orchestrator looks up how many calls are in queue and notify agent to wait till there are less calls). - KPI / Metric in 2Ring Dashboards & Wallboards reaches certain values so agents in certain state are notified. E.g. Number of calls in queue and longest wait time go over define thresholds - ..

Escalation Alerts

Notify supervisors if certain events occur, such as: - Agent stays in a certain state for certain amount of time - Agent misses a call (goes NotReady - RONA) - Agent talks for longer than a defined threshold - Certain KPIs/Metrics in 2Ring Dahboards&Wallboards enter bad zone - Agent is on a chat session (UCCX) with a customer who uses inappropriate language - ..

Automatic Agent’s State Changes

As a result of certain call center event, - Force agent to Ready - Auto-logout all agents at 5PM (but not while on call) ..

Deliver Screen-Pops

Based on any of the available information about an incoming call or chat, navigate browser to certain pages.

Perform Call Related Actions

Help agents setup a conference or even get a translator on the line: - Automate Conferences with auto-entering DTMF tones (call IVR, enter contract number for the agent, ..)

Notification Icon

Light up a notification icon if a set condition is met - e.g. agent has been talking for over two minutes, but s/he has not set a wrap-up code.

Know everything you want to know. Besides seeing that Agent is “Talking” and the call’s length, supervisors can use 2Ring Team Gadget to 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, ..

Have agents make fewer mistakes due to easily available information displayed automatically based on call context. Show agent Call Trace information about their current call and even notify them about important pieces of information such as - the caller had to wait in a queue longer than x minutes, the caller already talked to another agent, or the caller is overdue on invoice, ..

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 (default is set to 45 days but can be extended) – this comes with click to dial capabilities

Pick a team or queue in 2Ring Team Gadget, and check out their performance using a layout from 2Ring Dashboards & Wallboards.

Improve the experience when it comes to wrap-up code selection. 2Ring Dialog Gadget offers multiple improvements: 1) codes are searchable, 2) selected code is autosaved (no need to confirm your selection), and 3) wrap-up codes can be grouped (e.g. USA/California). 2Ring offers two additional options - for more info, check out CallVariable Editor and Scripts & Forms.

Use CallVariable fields to add more color to call information - let agents make notes (free form text), or simply use CallVariable field as additional call classification fields (drop down menu). On to of that, a content of a single CallVariable or all the information about the current call (call details) can be placed into a clipboard and thus pasted where it is needed - a search field, a chat window, an emial, .. Make it possible for Agents to enter notes before transferring a call to a different queue or to tag a call for later processing.

Identify Callers and deliver screen-pops using data stored in 3rd party contact data stores such as ERP or CRM systems (Salesforce, ServiceNow, MS Dynamics CRM, SAP, a SQL based system) for both read and write operations as well as powerful automations. Not all connectors provide all features. To find out if a specific connector supports a requested feature, please review Solution’s documentation or contact 2Ring for clarification.

Customer Lookup

Customer lookup (a customer data preview in Finesse) - in inbound scenarios, an automatic customer lookup can be performed using a calling number or customer id as lookup criteria. The results of the lookup are presented on the screen for the agent to choose from. In case multiple connectors are configured, the lookup may be performed against all remote contact sources. If a single match is found, workflow automation can be used to open a specific customer screen in the remote system.

Child record preview

some records such as customers/accounts can have child records associated with them. A typical case would be a list of the newest tickets or orders associated with a customer. Dialog Gadget enables these child records to be displayed along with the main record. An agent can click directly on a child record to open it or to perform another related action.

Screen Pop (native page)
Once the customer is identified using the preview built into the gadget, it is often necessary to continue processing the call using the native customer/account page in the remote system. The agent can choose which system to finish the interaction in if multiple remote systems are configured.
Create/Update Records
Automatically create or update records in the remote system. A typical scenario is to create a new call record when a call comes in, open the record for the agent to modify, to write notes, and finally update it with the final duration once the call ends.
Background Queries
In some situations, it may be necessary to access other call/customer related data for the workflow engine to make a decision. Background queries enable the workflow engine to perform a background query and act on the data returned. This usually happens automatically in the background without the need for agent interaction.
Transfer Customer Identity
Transfer customer identity when transferring a call - if multiple agents take part in a call, the identity of the customer can be passed along the call to the other agent so that it is not necessary to identify the customer again
Click to call from Finesse
agents can find a contact using the Contact section and dial directly from within the finesse environment.
Click to call from native screen
some connectors enable the agent to dial directly from a native customer screen in the remote system
Custom Actions
each connector and each record type can define its own set of actions that an agent can perform.

Provide agents with access unlimited number of contacts. Once a connection to a contact store (SAlesforce, MS CRM Dynamics, Service Now, and or a SQL database) is created, agents can search all these contacts manually in 2Ring Dialog Gadget and on top of that, all this data ca be used to automatically identify callers using calling number or any piece of information available about the incoming call.

Generic SQL Connector
Connect 2Ring Dialog Gadget to a contact store that 2Ring has not yet created a native connector for. A Generic SQL Connector can be used for any contact store that uses a relational database and for which drivers are available for. For example, SQL connector can be use to connect to 2Ring Phone Services application that cab be used to sync contacts from multiple sources - such as MS Exchange (Outlook), MS Active Directory (AD), Lotus Notes, Cisco CallManager (CUCM), SQL database, or csv files.
Deliver number normalization
Normalize phone numbers even if they happen to be stored in multiple systems and in multiple formats. Transformation rules can be used to remove periods, dashes, and thus unify the way the numbers are presented to agents and or used to for dialing.
Native Connectors from 2Ring
Connect to contact data sources using one or multiple native connectors. 2Ring currently offers connectors for Salesforce, MS Dynamics CRM, and ServiceNow.

Create buttons that do what you need. Have these buttons available inside of Cisco Finesse (team-based configuration with different set for agents and supervisors). Buttons can be linked to 2Ring Orchestrator (2Ring Workflow), and thus multiple actions can be delivered via a single button. This also makes buttons State and Call Variable aware and thus buttons can perform different actions based on agent’s current state and/or variable of the current call. In other words, make customer interactions shorter via the use of smart action buttons that automate repetitive tasks such as database lookups, browser navigation (bookmarks), web service integration, conferencing in a translating service seamlessly, changing agent state with a single click, asking for help via a panic button, .. If automation cannot be tied to a call center event (call arrival, state change, ...) and agents (Operators) must make a decision, use our smart buttons to have all tools (and common actions) just one click away.

Bookmark

Opens a web-site inside of 2Ring Browser Gadget or in a new browser tab / window outside of Cisco Finesse.

Panic Button

Let agents ask for help - either by triggering a consult call to a specific supervisor, or simply by sending a broadcast message to a specific supervisor or to a group of supervisors.

Agent End of Shift Button
Place agent to NotReady, and only the Logout.
Ready Button
Makes agent Ready with a single click (versus three clicks that this takes it in Cisco Finesse).
Customer Advocate Button
Transfer call to the appropriate customer advocate responsible for the caller (using a combination of a DB lookup, and storing information to a CallVariable).
Translation Service Button
Call a translation service, have DTMF tones entered automatically, and initiate a conference - all as a result of a single click.

  •  Full call control
  • CallVariable editor
  • CallTrace
  • Advanced wrap-up selection (searchable by agents, no-need to confirm selection, auto-selected based on call-data)
  • Customizable notification icons (language selection in the IVR)
  • Context sensitive notification area showing important call related info