Apr 02, 2020

Posted by 2Ring

Sacramento, CA – 2Ring is proud to announce Amazon Connector for 2Ring Dashboards & Wallboards. Many small or large businesses from around the world using Cisco Contact Center Express / Enterprise have had the opportunity to benefit from 2Ring Dashboards & Wallboards for quite some time now. Now, businesses that use Amazon Connect also have the option to benefit from 2Ring’s real-time reporting tool that’s friendly to business users. See a sequence of sample layouts at www.2Ring.com/TryItAmazon or schedule a live demo at www.2Ring.com/DWtrial.



Out of the box, the brand-new Amazon Connect connector for 2Ring Dashboards & Wallboards offers a rich set of pre-built key performance indicators (KPIs) and three grids:

Agents Statistics Grid

  • Agent Name – the name of the agent.
  • Average Handle Time – the average time the agent spent handling contacts.
  • Average Talk Time – the average time agent’s contacts spent off hold.
  • Call Duration – the duration of agent’s current contact.
  • Call State – the state of agent’s current contact.
  • Calls Abandoned – the number of contacts disconnected by the customer, while being presented to the agent.
  • Calls Handled – the number of contacts that were handled by the agent.
  • Calls Offered – the number of contacts presented to the agent.
  • Duration – the time the agent has spent in the current state.
  • State – the current agent’s state.
  • Team – comma-separated list of agent’s hierarchy groups.

 

Queues Statistics Grid

  • AgentsAfterContactWork – the number of agents who are doing After Call Work for a contact.
  • AgentsAvailable – the number of agents who have set their status to Available.
  • AgentsError – the number of agents who have their contact in an error state.
  • AgentsNonProductive – the number of agents who have set their status to a custom status (other than Available or Offline).
  • AgentsOnCall – the number of agents currently on a contact.
  • AgentsOnline – the number of agents who have set their status to something other than Offline.
  • AgentsStaffed – the number of agents who are online, and not in Non Productive (custom) status.
  • ContactsInQueue – the number of contacts currently in the queue.
  • ContactsScheduled – the number of customers in the queue for which there is a callback scheduled.
  • Name – the name of the queue.
  • OldestContactAge – the time for the contact that has been in the queue the longest.

 

Queue Statistics Historical Grid (Interval)

  • ApiContactsHandled – the number of contacts that were initiated using an Amazon Connect API operation and handled by an agent.
  • AverageAbandonTime – the average time that contacts waited in the queue before being abandoned.
  • AverageAfterContactWorkTime – the average time that an agent spent in the After Contact Work (ACW) status after handling a contact.
  • AverageHandleTime – the average time that an agent spent on contacts, including hold time and after contact work time.
  • AverageHoldTime – the average time that customers spent on hold after being connected to an agent.
  • AverageInteractionAndHoldTime – the average of the sum of the interaction time and hold time.
  • AveragreInteractionTime – the average time that agents spent interacting with customers on a contact.
  • AverageOccupancy – the percentage of time that agents were active on contacts.
  • AverageQueueAnswerTime – the average time that contacts waited in the queue before being answered by an agent.
  • CallbackContactsHandled – the number of contacts that were initiated from a queued callback and handled by an agent.
  • ContactsAbandoned – the number of contacts disconnected by the customer while in the queue.
  • ContactsAgentHungUpFirst – the number of contacts disconnected where the agent disconnected before the customer.
  • ContactsConsulted – the number of contacts handled by an agent who consulted with another agent. The agent interacts with the other agent, but the customer is not transferred to the other agent.
  • ContactsHandled – the number of contacts that were connected to an agent.
  • ContactsHandledIncoming – the number of incoming contacts that were handled by an agent, including inbound contacts, transferred contacts, and scheduled callbacks.
  • ContactsHandledOutbound – the number of outbound contacts that were handled by an agent.
  • ContactsHoldAbandons – the number of contacts that disconnected while the customer was on hold.
  • ContactsMissed – the number of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer, during the specified time range.
  • ContactsQueued – the number of contacts placed in the queue.
  • ContactsTransferredIn – the count of contacts transferred to the queue by an agent.
  • ContactsTransferredInFromQueue – the number of contacts transferred to the queue from another queue.
  • ContactsTransferredOut – the number of contacts transferred from the queue after being answered by an agent.
  • ContactsTransferredOutFromQueue – the number of contacts transferred from the queue to another queue.
  • LongestQueuedTime – the longest time that a contact spent waiting in the queue.
  • Name – the name of the queue.
  • ServiceLevel – the percentage of contacts removed from the queue between 0 and X seconds after being added to it.

 

Current Statistics (Real Time KPIs)

  • Agents After Contact Work – the number of agents who are doing After Call Work for a contact.
  • Agents Available – the number of agents who have set their status to Available.
  • Agents Error – the number of agents who have their contact in an error state.
  • Agents Non Productive – the number of agents who have set their status to a custom status (other than Available or Offline).
  • Agents on Call – the number of agents currently on a contact.
  • Agents Online – the number of agents who have set their status to something other than Offline.
  • Agents Staffed – the number of agents who are online, and not in Non Productive (a custom status).
  • Contacts In Queue – the number of contacts currently in the queue.
  • Contacts Scheduled – the number of customers in the queue for which there is a callback scheduled.
  • Oldest Contact Age – the time of the contact that has been in the queue the longest.

 

Historical Statistics (Interval KPIs)

  • API Contacts Handled – the number of contacts that were initiated using an Amazon Connect API operation and handled by an agent.
  • Average Abandon Time – the average time that contacts waited in the queue before being abandoned.
  • Average After Contact Work Time – the average time that an agent spent in the After Contact Work (ACW) status after handling a contact. Agents enter the ACW status after a contact ends and leave it when they select a different agent status.
  • Average Handle Time – the average time that an agent spent on contacts, including hold time and after contact work time.
  • Average Hold Time – the average time that customers spent on hold after being connected to an agent.
  • Average Interaction And Hold Time – the average of the sum of the interaction time and hold time.
  • Average Interaction Time – the average time that agents spent interacting with customers on a contact.
  • Average Occupancy – the percentage of time that agents were active on contacts
  • Average Queue Answer Time – the average time that contacts waited in the queue before being answered by an agent.
  • Callback Contacts Handled – the number of contacts that were initiated from a queued callback and handled by an agent.
  • Contacts Abandoned – the number of contacts disconnected by the customer while in the queue.
  • Contacts Agent Hung Up First – the number of contacts disconnected where the agent disconnected before the customer.
  • Contacts Consulted – the number of contacts handled by an agent who consulted with another agent. The agent interacts with the other agent, but the customer is not transferred to the other agent.
  • Contacts Handled – the number of contacts that were connected to an agent.
  • Contacts Handled Incoming – the number of incoming contacts that were handled by an agent, including inbound contacts, transferred contacts, and scheduled callbacks.
  • Contacts Handled Outbound – the number of outbound contacts that were handled by an agent.
  • Contacts Hold Abandons – the number of contacts that disconnected while the customer was on hold.
  • Contacts Missed – the number of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer, during the specified time range.
  • Contacts Queued – the number of contacts placed in the queue.
  • Contacts Transferred In – the number of contacts transferred to the queue by an agent.
  • Contacts Transferred In From Queue – the number of contacts transferred to the queue by an agent.
  • Contacts Transferred Out – the number of contacts transferred from the queue after being answered by an agent.
  • Contacts Transferred Out From Queue – the number of contacts transferred from the queue to another queue.
  • Longest Queued Time – the longest time that a contact spent waiting in the queue.
  • Service Level – the percentage of contacts removed from the queue between 0 and X seconds after being added to it.

 

Technical Notes
Some of the KPIs/Grids listed above require additional API from Amazon that might result in additional charges by Amazon. For details, please contact us.

Need more Info?
A sample layout of 2Ring Dashboards & Wallboards is accessible at www.2Ring.com/TryItAmazon (no credentials needed), and full access to our public demo environment can be requested here. To receive a list with all the available KPIs/metrics for all of our connectors (Amazon Connect, Genesys PureEngage, UCCX, UCCE, CUCM, Cisco Unity, Staffino, Salesforce, and ServiceNow), or to request an upgrade of your system to the latest release, please contact us.

Feature Requests
All of the features above were added based on feedback received from our customers and/or prospects, so please do not hesitate to reach out to us with any feature suggestions (http://www.2Ring.com/Contact). To schedule a live demo, please visit www.2Ring.com/WebEx.

 

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Learn More About 2Ring

2Ring has been active in enhancing contact centers and IP telephony since 2001. 2Ring is a Cisco Preferred Solution Partner, and also a Technology Partner with Amazon, Genesys, and ServiceNow. For further info, please visit www.2Ring.com.


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