REPORT ON TERAMIND using an API or whatever is available

[jesusitd]

API Documentation from Teramind: teramind web apidoc 2020-02-25 - Copy.html.txt

[jesusitd]

Ed says that we can start with PRODUCTIVITY > Time Worked by Agent

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Delivered **Operations/REMOTE Agents"" report with Tort Vision 2.0 for Agents Small dataset.

Used integration of Power Automate to grab Teramind's API data and post it to SharePoint file.

[jesusitd]

Released and waiting on comments/Monitoring...

[jesusitd]

NOTES CESAR / JG:

REMOTE:

Adjust Login Time with Activity if the computer wasn't turned off the night before

Add columns:

• Contact Counts ???
• Contact Rate = Contacts / Calls
• Avg Conversion Mins
• Avg DNQ
• Avg LMOM ????

Donut with Contact Dispos vs No Contacts???

• This requires DATASET ATTRIBUTE

REDESIGN Christmas Candy bar

AGENTS CONFORMED:

• HK: Add Department Attribute :)

[jesusitd]

Latest Release notes: After a heavy data model work, many of your observations and meeting action points agreed with Ed and Cesar last Saturday were able to be brought into this one report. This data remodeling includes:

• Restructuring table relationships between Leads, Calls and Teramind login data o It’s important to notice this is the first time we reconciliate CRM data to Dialer data this way
• Updating All Call-to-Lead metrics
• Creating a unified version of the Agents table covering CRM Intake Representative, Azure AD Agent Email and ViciDial Agent Username

Main features and changes for REMOTE Agents report:

• Tabs for DASHBOARD and SINGLE AGENT SUMMARY o “TODAY” part on top half on screen o “CUSTOM DATE RANGE” part on bottom half
• For all summary tables: o # Calls o % Contact Rate o Converted (by Dialer Dispo) o Declined (by Dialer Dispo) o Signed / Declined o # Callbacks Set o # Active Callbacks
• Dialer Campaigns Summary: o Gives activity by ViciDial Campaign
• FOCUSED Lead Info table: o Smartly Focuses on Leads with certain dispositions: Conversion, DQ or Active Callback o Related to the Agent
• Call Dispositions table, with Total, % from Total and Avg. Minutes
• All data is sliced by CALLS DATE RANGES.
• Cards: # Calls, Converted, Declined, Callbacks Set, Active Callbacks

Next steps:

• Add Packages Sent/Signed/Pending/Voided (requires further Power BI modeling)
• Add Decline Reasons table
• Modify Teramind Login time to estimate real login by looking at the Activity % (TIMEZONE ISSUE FIXED WITH KEN PULS'S TECHNIQUE IN https://www.excelguru.ca/blog/2015/05/20/data-from-different-timezones/ and a Power Automate Flow (Get Timezone for Reports) that grabs the correct TZ Offset for New York
• Color-code Lead Details table. this is a visual task so it's not going to be tackled unless explicitly required to do so with Color Specifications

[jesusitd]

This report is now shared with Agent Managers and running in Production