In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

a. Clean modern omnichannel widget-driven data elements

b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder “Assign Agent” widget in the event that “picking or supervisor assign waiting interaction to a specific agent” is added

d. Robust new Alert Center (replacing Rules) allowing Supervisor to set alerts for calls waiting xx, # of call are xx, through agent in xxxx state for xx. These alerts can emulate today’s capabilities like changing color, displaying a banner or playing a tone then to enhance the capabilities to offer email and SMS as an alert option. NOTE: alert should be server-based and not require the dashboard to be active

  i.    Triggers to include all current rules in place and those in the Admin Alerts

 ii.     Examples = active for 00:00:00, Waiting for 00:00:00, Active # is greater than xx, Agent count is greater. Triggers for individual occurrences like abandoned call or agent deflected/RNA need to include the corresponding information like the ANI of the abandoned caller or the agent name/ID of the agent that deflected/missed a call.

iii.    In addition, an alert for agents not logged in are requested

iv.     Configuration settings for alerts should include options for = each occurrence, between the hours of x am and xx pm, Trigger once per occurrence, trigger every x minute until resolved.

e. Similar to what is present currently, Separate widgets for inbound, outbound and digital. The IVR could fold into Realtime since it is needed to show all active interactions in an easy to view, monitor and manage environment.

f. Widgets will offer Line Totals