hibu “USPS Desk” Project

USPS Desk Started when I created the web app for myself to easily document the calls that i am handling and to have it totally documented error free and so I can also have documents backed up on my own.

I shared the app that I created to my team for they can also document their calls to have error free documentation and created new tools which can help their call, for example, HTML code tester and US TimeZones. Until one day we have this group discussion with our managers and offered my help to improve production quality, the manager grab my offer and have one on one discussion with her team. The team wanted for me to go for the next level, they want to monitor more of the agents and requested more… this project started last somewhere November 2016 and now i created several functions for the department to use. See below for different functions created for the company for free.

Home

I created the home page to have portal on different tools for associates, team leaders, real time analysts and managers to have. Basically its a portal for all their needs. The table in the image is what we call Queue Monitor which everyone has an access to it as long as they have a cisco finesse logon. They can see on what queue that they are in and use it so they would know the current queue status.

No MVC used for this project and everything is my functions, classes and stand alone PHP script. for the Queue watch I used JSON for REST API parsing and manipulated it using PHP and jQuery for output. For the Front-end, I used Bootstrap for responsiveness and for easy HTML coding and styles.

Login modal

This is the login portal of every employee on the company, all login’s are created by their supervisor and each and every login has a role which serves in what department that they are in.

I used AJAX for synchronization and php to do its job on checking MySQL for integrity, password storing are in MD5 hash.

WPS Tracker

This is the call tracker used by the “WPS” department which can be used as a notepad and the call signature, agents signatures are ready to lessen typing time. All entered data will be stored in our own database and this can be seen by them and by their supervisors. This can also be used to track their parked job which can help them remember all the pending jobs they need to do.

I used ajax to submit the form and server sided script is php to get all data and will insert it into MySQL via MySQL Query.

DLM Tracker

This is the call tracker used by the “DLM” department which can be used as a notepad and the call signature, agents signatures are ready to lessen typing time. All entered data will be sent to our own database and will automatically submit to the onshore CRM this can be seen by them and by their supervisors. This can also be used to track their parked job which can help them remember all the pending jobs they need to do.

I used ajax to submit the form to the server side and to the copany’s CRM. The server sided script I used is php to get all data and will insert it into MySQL via MySQL Query.

MVP Tracker

This is the call tracker used by the “MVP” department which can be used as a notepad and the call signature, agents signatures are ready to lessen typing time. All entered data will be stored in our own database and this can be seen by them and by their supervisors. This can also be used to track their parked job which can help them remember all the pending jobs they need to do.

I used ajax to submit the form and server sided script is php to get all data and will insert it into MySQL via MySQL Query.

Call History

This are all the gathered data entered from the WPS tracker, every associates can review/view their own calls by searching for a keywords, account number or the caller’s name. This can also be accessed by their supervisor for supervisory and can be use for their own coaching.

I used PHP for search and grabbing the search result and to have a synchronization of viewing each calls, I used Ajax to run a php script and jQuery for output.

View Call Ticket

This can view by all roles which they can review each call that they documented for job accuracy and investigation.

I used PHP for scripting and Ajax/JSON for data synchronization with the help of jQuery for output.

Edit Call Ticket

This can be use by all roles except RTA and up, associates can modify their call ticket whenever to accurately modify the notes.

I used PHP to get information on MySQL and Ajax for form submission to generate a php function to send newly modified data back to MySQL via Query.

Web Archive

This tool can be used by associates so they can archive each website they are working on, this save to a database and website archive can be viewed just the way it looks when the time they archived the website. This is to eliminate the upload time of the image screenshot on our siebel  CRM which takes 2-10 minutes of upload which just pasting the link on the documentation will only take less than 5 seconds. This is a success on minimizing the after call work of our associate by 40% – 60% of our previous process.

I used PHP to navigate internal pages and PHP file get html function to get the codes and to store it on our database (MySQL). I also used PHP and jQuery for the website view. All images and other assets are from the official site and the codes and links are just stored in the database but all links are still relative to the website links.

Aux History

Each associates can track their aux history to monitor their performance example their ACW, Talk Time, Over breaks and lates. They can also use this for aux disputes.

I used REST API of Cisco Finesse which is the soft phone associates use for aux changing and for answering calls. REST API get data are in XML that i parsed for it can be a JSON data and decoded it via PHP so i can have the results in HTML which jQuery is the language i used for the output.

Aux History Search

This tool is for RTA’s and above roles, this were they can see the aux history of an associate which can use for investigation and more accurate data.

I used Ajax with php script to search for an associate on the MySQL and jQuery for output results.

DLM Reports

Real time analysts role and above can view this function, this function is to utilizes the time to generate reports for upper and onshore management. This function has monthly, weekly and daily reports with all the data gathered from the aux times, tracker, type of call and aux durations.

I used Ajax, PHP and jQuery for report search on multiple MySQL tables.