Call Center Metrics Platform

The Challenge

In 2009, we were tasked with creating a call center metrics platform that would:

• Calculate and present key performance indicators such as:
  • Telephone service factors (TSF)
  • Average handle time (AHT)
  • Average wait time (AWT)
  • Agent and regional adherence
  • Rates of call abandonment
• Perform call volume forecasting based on historical data
• Provide real-time adherence data for rapid response to unusual call volumes
• Allow web-based agent scheduling with instant TSF forecasting

The project leveraged our team's advanced mathematical skills to build a solution that would optimize call center operations across multiple locations.

Our Solution

Real-Time Forecasting with NumPy

We built an interface to import Genesys data in real-time, enabling call volume forecasting based on seasonally adjusted trends and weighting. While the majority of the platform was developed in PHP, we extended the forecasting capabilities using Python and NumPy for superior linear algebra processing.

The architecture was designed to be fully extensible, allowing the NumPy forecasting methods to be substituted with improved models in real-time without affecting other platform functions.

Interactive Workforce Management

The platform featured an intuitive agent scheduling interface with capabilities including:

• Single-click state changes of 15-minute time blocks
• Status "painting" for quick scheduling with multiple states (Phone, Break, Commitment, Training, Union)
• Instant calculation of exception, login, and total agent time
• Agent schedule memory for easy week-to-week copying
• Immediate regional and national agent load forecasting
• Agent availability flagging for vacations and leave management

The scheduling system spanned three call regions, allowing simultaneous management across multiple call centers to optimize national service factors.

Comprehensive Reporting

The platform delivered critical performance indicators through several specialized reports:

• Adherence Report: Showing how well actual call volume matched forecasts and the resulting TSF
• Agent Adherence: Tracking individual agent compliance with assigned schedules
• Average Handle Time: Monitoring call duration changes throughout the year
• Frontline: Daily performance metrics by call center and agent
• Performance: Monthly and weekly aggregated metrics

Results

The platform was successfully deployed and became a critical tool for real-time operational management. It enabled supervisors to:

• Quickly respond to unexpected call volume fluctuations
• Optimize agent scheduling for maximum efficiency
• Measure the impact of product launches and marketing initiatives
• Identify performance trends and improvement opportunities

This project demonstrates our ability to develop sophisticated enterprise applications that go beyond standard solutions, leveraging data integration and mathematical modeling to deliver measurable business value.