The context
Agents and leadership needed a consistent way to see open, answered, unassigned, and resolved cases, along with contract and team information.
My contribution
I created reports and dashboards, grouped results by agent, team, status, language, and date, and configured relevant filters. I shared the views with agents and the VP, including daily report subscriptions.
The outcome
The team and leadership had shared reporting views for reviewing case ownership and operational activity. The work brought day-to-day information into an accessible reporting workflow.
Decisions behind the work
- Organize views around the questions agents and leadership need to answer.
- Make unassigned work and case status visible.
- Provide recurring access through shared dashboards and daily subscriptions.
This is a professional experience summary. Employer screenshots, customer records, and quantitative performance improvements are not included.