Call Center Performance Tracker
A BPO company needed real-time visibility into their support team's performance across calls, WhatsApp, and email. We built a unified dashboard that shows everything in one place - updated live.
The Challenge
The operations manager was spending 2 hours every morning pulling data from three different systems:
- Call logs from their cloud phone system
- WhatsApp conversation metrics from their CRM
- Email response times from their helpdesk
By the time the daily report was ready, it was already outdated. And if there was a problem (long wait times, unanswered messages), they didn't know until the next day.
The Solution
We built a real-time dashboard that pulls data from all three channels and displays it on a single screen:
Live Metrics:
- Calls in queue, average wait time, calls answered vs. missed
- WhatsApp messages pending response, average response time
- Email tickets open, average resolution time
- Agent status (available, on call, on break)
Alerts: If wait time exceeds 2 minutes or messages go unanswered for 30 minutes, the dashboard turns red and sends a Slack notification.
Daily Reports: Auto-generated and emailed every morning - no manual work needed.
The Results
Real-time visibility across 3 channels - no more waiting until tomorrow to see today's problems.
- 2 hours saved daily on manual reporting
- Average response time improved 40% - because problems are spotted immediately
- Manager can monitor from anywhere - dashboard works on phone too
- Data-driven decisions - they can now see patterns and optimize staffing
- Automatic escalation - no customer waits too long without someone knowing
Need Real-Time Operational Intelligence?
Let's assess your team's workflows and deploy a live dashboard that turns data into decisions.
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