2Ring DASHBOARDS & WALLBOARDS + REPORTING (Cisco UCCX, UCCE) - slide deck

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This is a slide deck of a solution for calculating & displaying real-time data in Cisco contact centers (UCCX, UCCE, and packaged UCCE). For every team, create a unique layout with KPIs based on contact center, ERP or ticketing system data, pictures, message tickers / marquees, YouTube videos, flash and web content, and even PowerPoint slides. Do you really need to talk to the IT guys to modify a wallboard?
Available for Cisco Unified Contact Center (UCCX) 8+ and Enterprise (UCCE) 7+ (incl. Packaged UCCE). The solution's architecture also allows it to serve as a presentation layer for other systems. If that's your case, let's talk.

Request a free trial at www.2Ring.com/DWtrial.

Request a live demo with one of our product expert at www.2Ring.com/WebEx or lear more at www.2Ring.com/DW.

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  • KPI – Key Performance Indicator
  • CDMS – newest models only, limited feature set
    Cisco IP Phones = Cisco DX650 Phones
  • If the list of KPIs above does not contain a KPI that you are looking for, please let us know. We are always open to adding new KPIs to 2Ring DW as part of new projects.
  • If the list of KPIs above does not contain a KPI that you are looking for, please let us know. We are always open to adding new KPIs to 2Ring DW as part of new projects.
  • 2Ring DASHBOARDS & WALLBOARDS + REPORTING (Cisco UCCX, UCCE) - slide deck

    1. 1. DELIVER PERSONALIZED INFORMATION TO EVERY SCREEN 2Ring DASHBOARDS & WALLBOARDS v4.2.1
    2. 2. 2Ring .. Who are we? What do we do? » Founded in 2001 › EMEAR headquarters in Slovakia, EU › North American headquarters in Sacramento, CA » Offering solutions worldwide via Cisco Resellers › Indirect Sales Strategy » Cisco Preferred Solution Partner » Flexible & knowledgeable development / sales teams › We listen to your feedback / incorporate features › Deliver custom-based integrations to your environment
    3. 3. 2Ring Product Portfolio .. Unified Communications Applications Contact Center Applications / Services
    4. 4. Yes, there is an easy to use Free Trial .. 2Ring DASHBOARDS & WALLBOARDS » Request your free trial license here: › http://www.2Ring.com/DWtrial » And get a hands-on-experience with: › 2Ring DW - CONFIGURATION Tool + WEB Client › Demo running on MS Azure (Cloud), access it via your browser › Demo has a limited subset of KPIs / Grids › 2Ring DW - DESKTOP Client › Install it on your Windows machine › Preconfigured to take data from our demo database on MS Azure
    5. 5. Business Case .. 2Ring DASHBOARDS & WALLBOARDS » Review all important KPIs at one glance » Stay on top of the day thanks to information from multiple systems / data sources › Create special layout for your service desk (Ticketing System) › Provide agents with business related information (ERP) » Utilize the support for CUSTOM calculations of any contact center parameter (KPI) » Provide real-time information on contact center performance even to users who are outside of your Cisco contact center
    6. 6. Business Case .. 2Ring DASHBOARDS & WALLBOARDS .. » Stay informed no matter where you are (web-based layouts) » Support competition among agents › Show stats for different skill-groups, sites, .. » Talk to the agents via a message ticker / scrolling text marquee › Text messages displayed › on LCD screens › in Cisco Finesse (requires 2Ring GADGETS for Cisco Finesse)
    7. 7. Displays What You Need / Content Support .. 2Ring DASHBOARDS & WALLBOARDS » Divides screens into unlimited # of “live” frames › KPIs, Grids, Message Banners (Tickers, Marquees), ..
    8. 8. Flexible Layouts / KPIs / Grids .. 2Ring DASHBOARDS&WALLBOARDS .. » Re-sizes and adjusts content automatically › to the resolution used on the screen/monitor, or › to the window’s size » Suppresses flickering of web content » Visual alerts based on KPI thresholds › Changing value’s color › Blinking (changing background color) » Audible alerts based on KPI thresholds
    9. 9. Where You Need It / Schema .. 2Ring DASHBOARDS & WALLBOARDS
    10. 10. DESKTOP Client – LCD Monitors .. 2Ring DASHBOARDS & WALLBOARDS » PC / Mini-PC › Running MS Windows OS with 2Ring DESKTOP Client › Usually connected to a large LCD via HDMI, VGA or other type of cable › Must have connectivity to 2Ring DW Server » 2Ring does not deliver / provide any HW
    11. 11. Supports Grids (Agent States / Queues) 2Ring DW .. WEB Client
    12. 12. KPIs for multiple queues in one layout.. 2Ring DW .. WEB Client
    13. 13. Available on almost every device .. 2Ring DW .. WEB Client
    14. 14. Available on almost every device .. 2Ring DW .. WEB Client
    15. 15. Available on almost every device .. 2Ring DW .. WEB Client
    16. 16. Available on almost every device .. 2Ring DW .. WEB Client
    17. 17. DESKTOP Client .. 2Ring DW .. Thick Application » Runs on Windows » Supports All Content Types › KPIs, banners, grids, and web › video, flash, images, PowerPoint slides » Works with layout and content sequences » Always on Top Mode » Borderless Mode » Full Screen Mode
    18. 18. WEB Client .. 2Ring DW .. Thin Application » HTML Based Layouts / KPIs / Grids / Banners › open a bookmark in your favorite browser › have real-time data always at your fingertips (on any device) › no need to download and install a device-specific app › embed into Cisco Finesse, Cisco Agent Desktop, or any other application with integrated browser
    19. 19. Centralized Web-Based Configuration Tool .. 2Ring DASHBOARDS & WALLBOARDS » Allows admins & supervisors to › create/change KPIs & sequences › set KPI thresholds › color changes, blinking › configure indicator calculations › register external content sources › send text messages to screens › send text messages to Cisco Finesse › requires 2Ring infoPANEL (receiving) and 2Ring TEAM (sending) Gadgets
    20. 20. Built-in KPIs for UCCX .. 2Ring DASHBOARDS & WALLBOARDS » AGENTS (2 Parameters: Queue and Teams) › Agents Ready, Not Ready, Logged In, Reserved, Talking, Work » CALLS (2 Parameters: Queue and Sliding Interval) › Calls Longest Waiting (LWC) › Calls Abandoned, Calls Abandon Rate › Calls Handled, Calls Handle Rate (Availability Level) › Calls in Queue, Calls Offered, Calls Service Level » Contact us for a complete list of supported KPIs and their description. 2Ring Contact Info is available on the last slide.
    21. 21. Built-in KPIs for UCCE (incl. Packaged UCCE) .. 2Ring DASHBOARDS & WALLBOARDS » AGENTS (2 Parameters: Queue and Teams) › Agents Ready, Not Ready, Logged In, Reserved, Talking, Work Ready, Work Not Ready, Agent States (grid) » CALLS (2 Parameters: Queue and Sliding Interval) › Calls Longest Waiting (LWC) › Service Level by CallType (incl. sliding option) › Calls Abandon Rate (incl. sliding option) › Calls Abandoned, Calls Abandon Rate » Contact us for a complete list of supported KPIs and their description. 2Ring Contact Info is available on the last slide.
    22. 22. Custom KPIs .. 2Ring DASHBOARDS & WALLBOARDS » Custom calculations over contact center (Cisco UCCX and UCCE – including Packaged UCCE) data » 3rd party or home grown application indicators › Ticketing / Case Tracking systems › CRM systems › ERP systems › .. » LOB application indicators » ..
    23. 23. System Requirements .. 2Ring DASHBOARDS & WALLBOARDS » Server › Microsoft Windows Server 2008R2 or later › Microsoft .Net Framework 4.5 or later › IIS 7.0 with ASP .NET › Microsoft SQL Server 2008R2/2012 Express Edition or above » DESKTOP Client PC › Microsoft Windows Vista or later (fully updated) › Microsoft .Net Framework 4.5 or later › Access to TCP port 80/443 of the 2Ring DW Server
    24. 24. System Requirements .. 2Ring DASHBOARDS & WALLBOARDS » WEB Client › Supported Platforms and Browsers › Windows, Mac OS, Android, iOS, Windows Phone › IE 8+, Firefox, Chrome, Safari › Features & Content Types Not Yet Supported › Layout and Content Source Sequences › PowerPoint, Flash, Video › Always on Top
    25. 25. Licensing .. 2Ring DASHBOARDS & WALLBOARDS .. » Agent / Supervisor License › The total number of concurrent Cisco Contact Center agents/supervisors » Purchase › as a separate product › as part of “Enhanced Bundle” of 2Ring GADGETS for Cisco Finesse » Fits everyone › The solution (and pricing) is ready for call centers of all sizes
    26. 26. » Want to know more? Start the conversation today! › Web: www.2Ring.com/DW › Free Trial: http://www.2Ring.com/DWtrial › Schedule a live demo over Cisco WebEx › Follow & DM us on Twitter: @2Ring4UC | @MichalGrebac › Sign up for our blog updates at http://2Ring4uc.blogspot.com/ › Email us: info@2Ring.com or info-na@2Ring.com Related Resources / Q&A .. 2Ring DASHBOARDS & WALLBOARDS
    27. 27. » What features were added in DW version 4? › http://2ring4uc.blogspot.com/2014/02/dashboards-wallboards- v40-sneak-peek.html » DW Goes Mobile › http://2ring4uc.blogspot.com/2014/03/DWgoesMobile.html » DW Goes Finesse › http://2ring4uc.blogspot.com/2014/03/DWgoesFinesse.html Related Resources / Blog Posts .. 2Ring DASHBOARDS & WALLBOARDS
    28. 28. WE TURN DATA INTO INFORMATION 2Ring REPORTING Professional Service
    29. 29. Your choice of a platform .. 2Ring REPORTING » Real-time and historical custom reports » Platform independent › MS SQL Reporting Server › Cisco Unified Intelligence Center › Cisco WebView › Crystal Reports › Oracle › ...
    30. 30. Benefits .. 2Ring REPORTING » Web-based › Accessible from anywhere and anytime » Combine data from multiple sources if suited › Cisco IP telephony & contact center data › ERP & CRM systems › Service desk systems › ... » Solve extraordinary situations › Statistical day starting at 7AM and not after midnight › Multiple agents sharing one extension
    31. 31. Historical Report on MS SQL Server .. 2Ring REPORTING .. Example 1
    32. 32. Historical Report on CUIC .. 2Ring REPORTING .. Example 2
    33. 33. ADDRESS PHONE EMAIL WWW ADDRESS PHONE EMAIL WWW Galvaniho 15/C 821 04 Bratislava Slovak Republic +421 (2) 5822 4550 info@2Ring.com www.2Ring.com 2Ring .. Americas + APAC2Ring .. EMEAR OFFICE MOBILE EMAIL Tom McCain Director of North American Sales +1 (916) 426-3790 +1 (480) 255-7500 tmccain@2Ring.com 2Ring .. Questions OFFICE MOBILE EMAIL Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282-9514 +1 (916) 514-3355 mgrebac@2Ring.com 2Ring .. Connect with Us 8880 Cal Center Drive Suite 400, Sacramento, CA 95826, USA (916) 426-3790 info-na@2Ring.com www.2Ring.com

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