2Ring DASHBOARDS & WALLBOARDS for Cisco and Avaya Contact Centers

2Ring WALLBOARDS 3.0 and 2Ring REPORTINGOVERVIEW

2Ring WALLBOARDS .. In Brief» Displays real-time indicators and other information (video, pictures, ..) in two modes › Full-screen mode › Plasma / LCD TV Set › Within contact center › Anywhere within the company (lobby, coffee room, ..) › Ordinary window mode (personal use) › Supervisors’ desktops › Managers’ desktops (dashboard)

2Ring WALLBOARDS ... ScreenshotKPIs + Message Banner

2Ring WALLBOARDS .. Flexible Display» Divides into unlimited # of rotating frames» Re-sizes and adjusts content automatically › to the used resolution on the screen/monitor, or › to the window’s size» Suppresses flickering of web content (that would occur if a simple web browser was used)

2Ring WALLBOARDS .. Content Support» Key-performance indicators (KPIs) › See next slide for a complete list of built-in KPIs» Web-based / Online custom reports» Static or live video streams» Pictures» Flash objects and applications» PowerPoint presentations

2Ring WALLBOARDS .. Built-in KPIs» Longest Waiting Call (LWC)» Service Level, Availability Level» Calls in Queue» Calls Handled, Calls Offered» Agents Logged In, Agents Talking» Agents Ready, Agents Not Ready» Sliding Service Level, Availability Level» Sliding Calls Handled, Calls Offered

2Ring WALLBOARDS .. Custom KPIs» Custom calculations on CC data» 3rd party or home grown application indicators › Ticketing system › CRM system › ERP system» LOB application indicators

2Ring WALLBOARDS .. Configuration Tool» Includes a central, web-based, admin interface (for all screens within organization)» Can be used to send text messages to one or to a set of screens

2Ring WALLBOARDS .. Message SenderGadget for Cisco Finesse » Persistent messaging gadget for Cisco Finesse » Possible usage scenarios › Inform agents › Remind agents › Motivate agents › …

2Ring WALLBOARDS .. System Requirements» Client PC › Microsoft Windows XP SP3 or later (fully updated) › Microsoft .Net Framework 3.5SP1 or later › Access to TCP port 80/443 of the 2Ring WB Server» Server › Microsoft Windows Server 2003SP2 or later › Microsoft .Net Framework 3.5SP1 or later › IIS 6.0 with ASP .NET 3.0 or later › Microsoft SQL Server 2005/2008 Express Edition or above

2Ring WALLBOARDS .. System Requirements» Server › Network (Ports) › Cisco Unified Contact Center Enterprise (UCCE) Access to TCP port 1433 of UCCE real-time and historical databases (provided that the default MS SQL TCP port 1433 is configured at UCCE databases) › Cisco Unified Contact Center Express (UCCX): Access to TCP port 1504 of UCCX real-time and historical databases (provided that the default MS SQL TCP port 1504 is configured at UCCX databases) › Virtualization › Virtual PC, MS HyperV, VmWare Server

2Ring WALLBOARDS .. Licensing ModelLite Edition» Lite Edition › Content support is limited to › web reports or other web-based content › built-in and custom KPIs

2Ring WALLBOARDS .. Licensing ModelEnterprise Edition» Enterprise Edition › Full-content support

2Ring CUSTOMIZED REPORTING (Service)» Real-time and historical» Platform independent › MS SQL Reporting Server › Cisco WebView › Cisco Intelligence Suite › Crystal Reports › Avaya IQ › Oracle › ...

2Ring CUSTOMIZED REPORTS (Service)» Web-based › Accessible from anywhere and anytime» Combine data from multiple sources if suited › IPT & contact center data (Cisco, Avaya, ..) › ERP&CRM systems › Service desk systems › ...» Solve extraordinary situations › Statistical day starting at 7AM and not after midnight › Multiple agents sharing one extension

2Ring CUSTOMIZED REPORTS ..An Example of a Real-Time Report

2Ring .. Connect with Us2Ring .. Questions Michal Grebáč Rick Purnell Product & Project Manager National Accounts ManagerOFFICE +421 2 5822 4379 OFFICE 732-784-2384MOBILE +421 905 349 101 MOBILE 404-918-1022EMAIL mgrebac@2Ring.com EMAIL rpurnell@2Ring.com2Ring .. EMEA 2Ring .. North AmericaADDRESS Galvaniho 15/C ADDRESS 331 Newman Springs Road 821 04 Bratislava Building 1, Suite 143 Slovak Republic Red Bank, NJ 07701, USAPHONE +421 (2) 5822 4550 PHONE (866) 530-9282EMAIL info@2Ring.com EMAIL info-na@2Ring.comWWW www.2Ring.com WWW www.2Ring.com

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2Ring DASHBOARDS & WALLBOARDS for Cisco and Avaya Contact Centers

by 2Ring on Aug 07, 2011

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2Ring DASHBOARDS & WALLBOARDS for Cisco and Avaya Contact Centers — Presentation Transcript