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Project Title: Production Monitoring & KPI Tracking Dashboard
Project Description:
I designed and developed a custom analytical dashboard dedicated to production monitoring and performance tracking for a customer contact center. This interactive tool centralizes operational data and allows managers to track activity in real-time through a clear, dynamic interface.
Key Features:
Real-Time KPI Monitoring: Instant calculation and display of critical metrics (injected tickets, processed tickets, reachability rate, and customer satisfaction rate).
Advanced Data Visualization: Integration of dynamic charts (pie charts and bar graphs) to analyze processing status distribution and evaluate individual agent performance.
Custom Filtering & Reporting: Advanced sorting system by time period (dynamic calendar) and by agent, featuring dedicated tabs for detailed reports (e.g., Unfounded Tickets, VAS Reporting).
Impact:
This dashboard transformed data analysis for the management team. By replacing manual reporting with this automated tool, supervisors can now identify bottlenecks at a glance, provide targeted coaching to agents, and significantly optimize the overall quality of customer service.
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🚀 BrightMart Retail Sales & Performance Dashboard
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