information in real-time
to every screen needed
A screen doesn’t only mean large plasma screens in contact centers and break-rooms, the individual workstations of agents, supervisors, or even managers who are not part of the contact center, but a screen also means most Android devices (phones and tablets), iOS (iPhone, iPads), or Windows phones and tablets (including Surface).
This solution is available to contact centers using Cisco Unified Contact Center Express v8+ and Enterprise (UCCE) v7+ (including Packaged UCCE); however, if you are still running an older version of a Cisco Contact Center, or if you are on a completely different platform, let’s talk.
Benefits
- Stay focused on your audience
Companies have the need for accurate and timely information to be available to the right people. Organizations, even if they come from the same vertical, are not uniform, and agents, supervisors, and managers have different expectations for real-time reporting.
Therefore, we strive to learn about your requirements and end each project with a deployment of 2Ring DASHBOARDS & WALLBOARDS providing think-through reports that fit the needs of every team using or influened by the performance of the contact center.
For example, does your statistical day start at 7AM and not after midnight? No problem. It can be taken into account in the calculation of all of the Key Performance Indicators (KPIs).
Do you want to show the agents how valuable they are for the business? Incorporate in your layout some KPIs from the ERP system.
Is the service desk using a contact center as well? Build a custom layout for the service desk department – so on one plasma screen they get to see not only the number of calls in the queue and the longest waiting call, but also how many tickets of priority 1 have not yet been resolved. 2Ring DASHBOARDS & WALLBOARDS lets you build team specific layouts.
- Access Real-Time Data from Anywhere
WEB Client allows you to be connected to the contact center from wherever business (or family) takes you. All that without installing a platform specific app. All that without worrying about screen resolutions – all content automatically resizes to the space you can give it. Simply open a bookmark in a browser on your mobile device and review all important key performance indicators (KPIs) at one glance.
- Built by Experts with Years of Experience
this solution is built, further developed and supported by 2Ring, a Cisco Preferred Solution Develop
Features
a web-based tool available to power-users including contact center supervisors. The tool was designed with business users in mind. A lot every day operational changes in a contact center can be implemented without having the IT department involved. Here is the list of features:
- Create and adjust Key Performance Indicators (KPIs)
- Pick one of mamy existing KPIs, use it as it is, or adjust its calculation if needed
- Set up thresholds – good, neutral, bad values
- Make visual /design changes – background color and font type, size, color, ..
- Create and adjust Grids
- Display a filtered and sorted list of agents or queues with auto-paging option
- Create and adjust Message Tickers / Marquees
- Send text messages to message tickers in real-time
- Adjust scrolling speed
- Create and adjust Layouts
- Divide screens into an “unlimited” number of live frames
- Pick one of many layout templates, adjust it, or build your own from scratch
- Create and adjust Content Sequences
- Create and adjust Layout Sequences
- Assign appropriate content to each frame
- Register External Content
- Arrange screens into “screen groups” and assign them layouts
made to provide real-time statistics in a browser. It is ideal for accessing information on the go – on cell-phones and tablets (no need to download and install an app), and it is also great for integrating your real-time data into other applications – such as agent and supervisor desktops (including Cisco Finesse and Cisco Jabber for Windows). Here is the list of supported features:
- Touch Screen Friendly list of Screen Groups
- Content Type Support
- KPIs
- Thresholds (good, neutral, and bad value)
- KPI blinking on bad value / over threshold
- Grids
- Banners (message tickers) including support for displaying pictures and current time
- Web-Based Content / Reports
- KPIs
- Bookmarkable Sreen Groups / Permalinks
- If you use a certain screen group often, bookmark it for a window or full-screen mode
- Automatic Content Resizing to the screen’s resolution or to the window’s size
- Rich Browser Support
- IE 8+, the latest versions of Chrome, Firefox and Safari
- Rich Platform Support
- Windows XP, Vista, 7, 8 and 8.1 workstations, Windows Phones, iPads, iPhones, Macs, Android phones and tablets, Cisco DX650 phones, 2Ring BROWSER Gadget inside of Cisco Finesse and 2Ring COMPACT AGENT (incl. version inside of Cisco Jabber for Windows)
is a feature-rich application made to deliver much more than real-time statistics to Windows based workstations. It is ideal for displaying content on large plasma screens in contact centers or in break and coffee rooms (a miniPC with Windows Vista and above is attached to the back of a plasma screen connected to the screen via HDMI, VGA, or another type of cable). Here is the list of supported features:
- Content Type Support
- KPI
- Thresholds (good, neutral, and bad value)
- KPI blinking on bad value / over threshold
- Grids
- Banners (message tickers / marquees) including support for displaying pictures and current time
- Web-Based Content / Reports
- Pictures
- Flash Objects and Applications (swf)
- Static and Live Video Streams (incl. YouTube and Vimeo)
- Presentation (PowerPoint Slides)
- KPI
- Borderless Window
- Let the application use all the space you give it for displaying content – you can always return to a standard UI for Windows applications by doublicking anywhere within the Client
- Always on Top Mode
- Make the window small, and place it in your top right of your screen in the Always on Top and Borderless mode. Ideal for supervisors at meetings when they are not on the floor
- Sequencing of Layouts within a Screen Group
- Rotate a sequence of layouts which can look like this: layout A for 10 seconds, then switch to layout B for 15, and then to layout C for 25 seconds
- Sequencing of multiple KPI types within a layout’s frame
- Within one layout, use one frame to sequence multiple KPIs