|
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.
|
 |
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Key Features |
- Question and Answer Entry
- Underwriter Coaching
- Reporting
- Security
- Backs up and restore databases
|
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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.
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