Project Overview

The Contact Center Monitoring & Performance Analysis project was conceived and delivered by Digiclarity to optimize the performance monitoring capabilities of a major contact center. This system, utilizing technologies such as WFM Alvaria, Redshift, MS SQL, Amazon Connect Kinesis Stream, DynamoDB, and Amazon Connect APIs, offers real-time insights into agent activities, overall performance, and payroll accuracy. The Ops Monitoring Dashboard, a key component of this solution, empowers Coaches to monitor the performance of those reporting to them, track availability and attendance, and generate comprehensive reports. Additionally, it enables the measurement of Coaches' and Managers' performance, providing a holistic view of hierarchical performance within the contact center. Digiclarity’s solution also includes data export features, allowing further analysis based on raw data available in the database.

Project Challenges

Real-Time Data Integration:

Integrating data from multiple sources like WFM Alvaria, Amazon Connect, and MS SQL in real-time was a significant challenge. Ensuring that all data was synchronized and available for real-time analysis required a robust and efficient data pipeline.

Hierarchical Performance Monitoring:

Tracking and analyzing performance across multiple hierarchical levels, from Team Members to Coaches and Managers, demanded a flexible and scalable data structure. The challenge was to ensure accurate and meaningful performance metrics for each level.

Data Accuracy and Payroll Correction:

Ensuring that payroll corrections were based on accurate real-time data was critical. Developing a system that could reconcile discrepancies and provide precise payroll adjustments required meticulous attention to detail.

User-Friendly Interface for Coaches:

Creating an intuitive interface that allows Coaches to monitor performance, track attendance, and generate reports was essential. Balancing complexity with usability was a key challenge in the design process.

Scalability and Data Export:

The system needed to handle growing data volumes as the contact center expanded. Additionally, providing a robust data export feature that allowed for further analysis of raw data was a critical requirement.

Cross-System Compatibility:

Ensuring compatibility between various systems like WFM Alvaria, Unifocus, and Amazon Connect was challenging. The need to maintain seamless communication and data consistency across different platforms required meticulous planning and execution.

The Solution

Real-Time Data Pipeline:

We implemented a real-time data integration pipeline using Amazon Connect Kinesis Stream, DynamoDB, and other technologies. This ensured that all relevant data was available in real-time, allowing for timely insights and decision-making.

Flexible Hierarchical Monitoring:

The system was designed with a flexible data structure that supported comprehensive performance monitoring across all hierarchical levels. This enabled accurate tracking of performance metrics from Team Members up to Managers.

Accurate Payroll Correction Mechanism:

We developed a payroll correction feature that used real-time data to identify discrepancies and ensure accurate payroll processing. This feature was critical in maintaining payroll integrity and accuracy.

Intuitive Dashboard Interface:

The Ops Monitoring Dashboard was designed with a user-centric approach, providing Coaches with an easy-to-use interface for monitoring performance, tracking attendance, and generating reports. The interface was optimized for usability without sacrificing functionality.

Scalable Architecture with Data Export:

The system was built on a scalable architecture that could accommodate the growing needs of the contact center. Additionally, we implemented a data export feature that allowed users to extract raw data for further analysis, supporting a wide range of reporting and analytical needs.

Seamless Cross-System Integration:

To ensure compatibility and smooth communication between systems like WFM Alvaria, Unifocus, and Amazon Connect, we implemented robust integration protocols. This solution ensured that data flowed consistently and accurately across all platforms, supporting unified operations.

Project Approach

Understanding Client Needs:

We collaborated closely with the client to understand their specific requirements for real-time monitoring, hierarchical performance tracking, and payroll correction. This informed the design and development of the system.

Technology Selection and Customization:

After assessing the client’s needs, we selected and customized technologies like Amazon Connect, WFM Alvaria, and MS SQL to create a solution that met their requirements while ensuring seamless integration.

System Design and Planning:

A comprehensive design and planning phase ensured that the system would be scalable, user-friendly, and capable of handling complex data structures. This phase included designing the real-time data pipeline and the dashboard interface.

Implementation and Integration:

The system was implemented using a modular approach, allowing for seamless integration of various features like real-time monitoring, performance tracking, and payroll correction. This approach also facilitated future scalability and enhancements.

Testing and Optimization:

Rigorous testing was conducted to ensure the system met all performance, usability, and scalability standards. Continuous optimization was performed to refine the system and enhance the user experience.

Cross-System Compatibility Testing:

Extensive testing was carried out to ensure the system's compatibility with existing platforms like WFM Alvaria, Unifocus, and Amazon Connect. This step was crucial in maintaining data integrity and operational efficiency across all integrated systems.

Project Key Features

Real-Time Agent Activity Insights

Ops Monitoring Dashboard for Coaches

Performance Tracking and Reporting

Payroll Accuracy and Correction

Multi-System Data Integration

Project Learnings

This project highlighted the importance of real-time data integration and flexible hierarchical performance tracking in contact center environments. We learned that accuracy in payroll correction is critical for maintaining trust and efficiency within the organization. The project also underscored the need for a user-friendly interface that balances complexity with ease of use, particularly for Coaches who need to monitor and report on performance metrics. Ensuring scalability and providing robust data export options were also key takeaways that will inform future projects.

Application Services

Cloud Services

Managed Technology Solutions

Web Technologies

Javascript Frameworks

Mobile App Development

AWS

Azure

Contact Center Monitoring & Performance Analysis