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2Ring DASHBOARDS & WALLBOARDS + REPORTING for Cisco UCCE and UCCX
 

2Ring DASHBOARDS & WALLBOARDS + REPORTING for Cisco UCCE and UCCX

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2Ring DASHBOARDS&WALLBOARDS is a solution for calculating & displaying real-time data in contact centers. For every team, create a unique layout with KPIs based on contact center, ERP or ticketing ...

2Ring DASHBOARDS&WALLBOARDS is a solution for calculating & displaying real-time data in contact centers. 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.

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  • KPI – Key Performance Indicator
  • CDMS – newest models only, limited feature set <br /> 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 for Cisco UCCE and UCCX 2Ring DASHBOARDS & WALLBOARDS + REPORTING for Cisco UCCE and UCCX Presentation Transcript

  • DELIVER PERSONALIZED INFORMATION TO EVERY SCREEN 2Ring DASHBOARDS & WALLBOARDS v4.2.1
  • 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
  • 2Ring Product Portfolio .. Unified Communications Applications Contact Center Applications / Services
  • 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
  • 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
  • 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)
  • Displays What You Need / Content Support .. 2Ring DASHBOARDS & WALLBOARDS » Divides screens into unlimited # of “live” frames › KPIs, Grids, Message Banners (Tickers, Marquees), ..
  • 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
  • Where You Need It / Schema .. 2Ring DASHBOARDS & WALLBOARDS
  • 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
  • Supports Grids (Agent States / Queues) 2Ring DW .. WEB Client
  • KPIs for multiple queues in one layout.. 2Ring DW .. WEB Client
  • Available on almost every device .. 2Ring DW .. WEB Client
  • Available on almost every device .. 2Ring DW .. WEB Client
  • Available on almost every device .. 2Ring DW .. WEB Client
  • Available on almost every device .. 2Ring DW .. WEB Client
  • 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
  • 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
  • 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
  • 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.
  • 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.
  • 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 » ..
  • 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
  • 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
  • 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
  • » 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
  • » 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
  • WE TURN DATA INTO INFORMATION 2Ring REPORTING Professional Service
  • 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 › ...
  • 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
  • Historical Report on MS SQL Server .. 2Ring REPORTING .. Example 1
  • Historical Report on CUIC .. 2Ring REPORTING .. Example 2
  • 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