Project Help Desk Agent Call Tracking Application
Organization ALLSTATE Insurance Corp., Dallas, Texas
Project Type Off-site Consultant and project development
Duration June 1996 – Nov 1998
Platform/OS Windows NT 4.0, Windows 2000
Position Access Developer and System Analyst
Software Access 2.0/95/VBA
Description

Agent Call Tracking Application is a Help Desk information system for high volume help desk operation. It takes each call's answer and question. It shows the last 5 calls of the agent and agent information. Managers can coach each underwriter or call. The application can handle 300 users. It has extensive   management reporting modules with security. It backs up and restores data into backup database.

 
Key Features 
  • Question and Answer Entry
  • Underwriter Coaching
  • Reporting
  • Security
  • Backs up and restore databases
My Tasks 
  • Designed forms, reports, macros, modules and queries for underwriters, agents, inspectors, payments, inspection orders and coaching data entry info.
  • Created internal, external, mobile home and boat inspection reports and worksheets that shows the statistics data in graphs.
  • Designed forms, reports, macros, modules and queries for Help Desk Agent Call Tracking Application (HD). The application tracks each call, shows last five calls of the agent and calculates the agent’s financial, auto and property quality statistics.
  • Created reports that filters call data by date, underwriter, agent, and market segment.