I have the screenshot of the example attached
**Please note, it does NOT have to look like this, or be laid out like this, it is to give you a idea that they want the agent view and also the voice queue stats setup like it is, i.e. longest wait time, contacts waiting, SLA %, and ideally show OTRS tickets, if its not possible let me know and we can focus on voice**
- Sends email notification when an item, ticket or phone call goes over SLA or waiting for a certain period of time - stops counting at 5:30pm because business is closed.
- informs supervisors what users are doing, idle, logged off etc.
- Contains queue wait time information, longest wait, SLA, number of agents etc. all standard information
Please do not apply if you cannot complete the job within a 3 day timeframe