 |
 |
 |
|
 |
 |
 |
|
IPCC Dashboard
|
IPCC Express Dashboard
Overview
IPCC Dashboard provides a real-time view of agent and queue status for IPCC Express.
Users select a contact service queue to view and are presented with a list of agents assigned to that queue and their current status.
A built in alert service can message phones and send email when the number of calls in queue or the oldest contact in queue reaches a user defined threshold.
The application also displays queue based statistics and can track and tally incoming calls per queue.
Features and Benefits
-
View real-time agent and queue status at a glance.
-
IPCC Dashboard alert service provides proactive event notification by sending emails and messaging IP phones when user defined thresholds are met.
-
Supports both Resource and Skill group call service queues
-
Shows pertinent stats per agent:
- Current status
- Reason Code
- Calls handled
- Average Call Handle Time
- Idle time
-
Shows pertinent stats per queue:
- Calls in queue
- Oldest contact
- Calls handled today/this hour
- Calls abandoned today/this hour
-
Windows installer, with automated configuration
-
Built-in support features, enabling us to quickly detect and correct problems
if they appear
System Requirements
- IPCC Express version 4.0 and above
- Microsoft .NET 1.1 installed
- Windows 2000 or Windows 2003 installed
- Microsoft SQL Server 2000 or MSDE installed
- Microsoft IIS
| |
|
|
|
