Requirements

A leading US-based wireless and telecommunications service provider wanted to optimize call center cost by tracking the desktop activities of the call center representatives in real-time. This required creating a centralized system where operations personnel would be able to:

• Track idle time
• Track what websites are being used for how much time
• Track outlook usage
• Track various applications being used on the desktop

The client also wanted to track desktop activities when the agent is:

• On call
• Not on call
• On call and kept customer on hold

Solution

Gathr delivered a three-part solution:

• The team developed a Data Collector component to ingest data from multiple sources and send it to the respective Kafka topics
• Built-in Kafka channels were used to ingest data further in Storm pipelines and process them. The following Gathr bolts were used to process the data:
  1. Enricher Processor: Provided support to look up and enrich raw data by adding metadata required for further correlation
  2. Timer Processor: Collected events within a time-based window and sorted them to maintain their sequence
• Gathr persister components were used to persist

Business Benefits

• Annual overall cost reduction of $5 million
• Improved agent productivity with ability to handle more than 30 calls per day
• Improved customer experience
• Reduced agent idle time to 15 minutes per day
• Reduced overall after-call work activities of agents to 30 minutes per day
• Handling of CPNI information compliance
• Identification of anti-company and union propaganda