Real time monitoring of call-center performance

Worked with a call-center where I created real-time call-center performance dashboard inorder to track key operational metrics - helping managers track agent's performance, ensure service quality and enhance customer satisfaction

Call volume: number of inbound and outbound calls to different teams

Average handle time(AHT): Average time taken by an agent to handle a customer

Customer Satisfaction (CSAT): Feedback from users on scale of 1-5 from post-call survey

Abandonment rate: % of calls where customers dropped from queue before being answered

A visual interface displaying live updates of key metrics (AHT, FCR, CSAT, etc.).

Ability to drill down into data by department, agent, or time period for detailed analysis.

Real-time view of each agent’s performance, including number of calls handled, average call time, and idle time.

Individual agent dashboards to track and improve performance.

Automatically generated reports summarizing key performance indicators, helping managers assess team performance over specified periods.

Achieved better agent productivity thus enhancing service quality