Help Desk Central Dashboard

Description

This innovative application revolutionizes call center management by seamlessly aggregating data from diverse platforms. It leverages web scraping to extract real-time information from Cisco Finesse (call support) and utilizes API calls to gather data from ServiceNow (email/ticket support), Bomgar (chat support), and other miscellaneous sources. This consolidated data is then presented in a unified dashboard, displayed across 4 screens in one of the largest call centers in the area. It empowers call agents and supervisors with real-time insights into call traffic and essential center metrics, promoting efficiency and informed decision-making.

This project wasn't commissioned by TAMU IT; it was born from the initiative of two student employees. This dashboard aimed to enhance call center operations and replace an outdated, cumbersome dashboard system. It exemplifies a proactive approach to problem-solving, resourcefulness in data acquisition, and a dedication to improving real-world processes.