CoMagic

Tasks

— Design a report service for call center managers within the call handling division
— Distribute the data array across different reports
— Add clear information visualization

Research

— Conducted CustDev with current clients potentially interested in the product to identify key requests
— Conducted competitor analysis and studied popular practices for implementing similar tasks

Online monitoring

Display of the current line situation: which employees are in conversation, who went on break, how many clients are waiting for a response and for how long. During high request volume, you can manually change a manager's status and bring them online.

"Employee efficiency" report

Display of the current line situation: which employees are in conversation, who went on break, how many clients are waiting for a response and for how long. During high request volume, you can manually change a manager's status and bring them online.

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

"Employee workload" report

Shows employee actions during work hours. Here managers also have the ability to listen to employee conversations and share recordings with colleagues directly from the interface.

"Missed by employees" report

Shows how the workload is distributed across the department throughout the day. The data helps regulate request flow and create employee work schedules.

Results

— Created a full product design for large clients
— The service solves end user tasks — helps reduce the number of missed requests by 3 times, which CoMagic described in their case study