CoMagic

Goals

• Design a reporting service for call-center managers within the calls product line
• Split the data array into separate reports
• Add clear data visualization

Research

• Ran customer development interviews with current clients potentially interested in the product to identify the key needs
• Analyzed competitors and studied popular practices for solving similar tasks

Implementation

Live monitoring

A real-time view of the line: which agents are on a call, who is on a break, how many clients are waiting and for how long. During peak load a supervisor can manually change an agent’s status and bring them onto the line.

Agent Performance report

A real-time view of the line: which agents are on a call, who is on a break, how many clients are waiting and for how long. During peak load a supervisor can manually change an agent’s status and bring them onto the line.

All reports are flexible: users can configure the fields depending on the tasks and metrics they need to track.

Agent Workload report

Shows agents’ activity during working hours. Managers can also listen to agents’ conversations and share a recording with colleagues right from the interface.

Missed Calls report

Shows how the load on the team is distributed throughout the day. The data helps regulate the flow of requests and plan agents’ schedules.

Results

• A complete product design for enterprise clients
• The service solves real user problems — it helps cut missed requests threefold, which CoMagic described in its own case study.