NWP IVR Report Addons
General Description:
Create a reporting system that will allow production floor supervisors and the Director of Customer Service to have full visiblity of each agent's activity for each 15 minute interval. The system should report stats such as: Number of calls answered, Wrap, Hold, Handle and Speak times. It should report on Abandon Rate for each queue along with Average Speed of Answer and Max Queue Wait Time. Total of 17 reports that generate data of various points in the system have been developed to aid in staffing, load balancing and saving money. These reports must be accissible at all times and allowed to be generated for any time interval. The driver that connects to the database (Sybase) and gathers the data should be in Perl and it should generate an HTML format for the output.
Project Details:
Department: |
NWP Services Corporation |
Language: |
Perl, Javascript: Front-end, Sybase Database: Back-end |
Revisions: |
N/A |
Project Start
Date: |
January 2008 |
Project End Date: |
February 2008 |
Project Version: |
1.0 |
Testing Start
Date: |
January 2008 |
Testing End Date: |
February 2008 |
Project Screenshots:
Due to confidentiality reasons, I cannot post any internal reports or screenshots but the reports for this project have been integrated with the NWP Report Server project with the very exact look and feel. This project required the close examination of Aspect's database and understanding the database table layout.