• MONITORING AGENTS PRODUCTIVITY
  

We use Tableau to extract data for monitoring agents' real-time productivity.

After extracting the data, I upload it into a spreadsheet as a data source, which is connected to Looker Studio for visibility by agents and team leaders.

• MONITORING AGENTS BREAK ADHERENCE

To monitor agents' breaks, they tag the Appscript we developed, which stores the data in a spreadsheet. We also created a Looker Studio dashboard for better visibility.