Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.

Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:

User State Monitoring:

Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which users are currently associated with specific skills or queues.

Queue Activity Monitoring:

Visualizes real-time call volumes for specific skills or queues, including calls currently waiting in queue, maximum wait times, and SLA breaches.
Presents queue statistics, such as active agents, occupied vs. available agents, and average handling time (AHT) for the queue.

Queue Intervention (Call Grab) Capability:

Supervisors or agents with permissions can manually grab calls from specific queues to handle high-priority or time-sensitive interactions.
This feature would prevent SLA breaches and improve overall customer service efficiency.

Custom Alerting and Notification Mechanism:

Triggers alerts when certain thresholds are reached (e.g., queue wait time exceeds X seconds, SLA at risk).
Real-time notifications for critical states such as when no agents are available or calls have exceeded a set maximum wait time.

Use Cases:
Supervisors need real-time insight into agent availability and queue status to allocate resources efficiently during high call volume periods.
Agents with permissions can directly intervene and grab calls from queues to assist during emergencies or high SLA risk situations.
Queue alerts help prevent SLA breaches by alerting supervisors when intervention is needed.

Expected Business Impact:
Reduced SLA breaches by empowering agents and supervisors with real-time queue insights and manual intervention capabilities.
Improved customer experience with faster response times and dynamic queue management.
Operational efficiency gains by consolidating multiple monitoring and action interfaces into one streamlined dashboard.