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SA-IPCCDashboard
 SA-IPCCDashboard provides a real-time view of agent and queue status for IPCC Express. Select a contact service queue or team and users 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 and team statistics and tracks and tallies incoming calls per queue. A report generation interface provides historical reports on TSF (telephony service factor) by queue or team.
Screenshots:
 
Features & Benefits:
- View real-time agent and queue status at a glance
- SA-IPCCDashboard alert service provides proactive event notification by sending emails and messaging IP phones when user defined thresholds are met
- Historical reports generation for Queues/Teams by day or multi-day (reports TSF [Telephony Service Factor] and contributing variables)
- Supports both Resource and Skill group call service queues
- Windows installer, with automated configuration
- Built-in support features, enabling us to quickly detect and correct problems if they appear
- Shows pertinent stats per agent:
- Current status
- 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
- Shows pertinent stats per team:
- Calls in queue
- Oldest contact
- Calls handled today/this hour
- Calls abandoned today/this hour
- TSF: Telephony Service Factor
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