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Adroitent’s Product Engineering services helped a global BPO leader with a Real-time Agent Tracking System. https://adroitent.ai/wp-content/uploads/2024/11/INTouch_Real-Time_Agent_Tracking_Freezed_compressed.mp4 Key Business Outcomes Enhanced workforce (agents) visibility & monitoring by 100% Optimized agent performance by 100% Enhanced customer satisfaction significantly About Customer The customer is a global BPO leader in customer support, providing dedicated agents, advanced technology, and customized strategies for innovative brands.  The customer helps to scale and optimize customer experience (CX) through data-driven and brand-specific customer service solutions and has a global clientele. Customer Challenge The customer needed a real-time agent tracking system as they were enabling expansive customer support services to large innovative brands. They needed an effective real-time agent tracking system to boost efficiency, improve service quality, and maintain tighter control over their workforce (agents).  Solution Delivered Adroitent partnered with the customer to develop a real-time agent tracking system that offers many advantages for supervisors, enabling them to manage their workforce effectively. Developing this tracking system significantly improves the supervisor’s ability to manage teams efficiently and improve overall productivity by constantly tracking their activities in real-time. Various features developed help the supervisors to optimize workflows, improve service quality, and maintain high levels of customer satisfaction. Project Highlights Requirement analysis: Adroitent’s team conducted a thorough analysis of the customers’ requirements to ensure the solution met all necessary criteria. Framework development: Developed the core VTV platform framework using ES6 and core JavaScript, ensuring robust functionality and future scalability. Integrated Conviva analytics and Adobe analytics and restructured all files and maintained proper folder structure. SDK integration: Created an SDK that could be easily integrated with existing applications, simplifying the transition for customers. Lite app development: Designed and developed a “Lite App” solution for the customer without their own apps, ensuring quick deployment. Ensured to create new application seamlessly for any new customer. Quality assurance: Performed extensive testing across various devices and TV models to ensure compatibility and performance. Custom attributes and metrics changes were tested and deployed t production server. Deployment and support: Managed the deployment process and provided ongoing support to ensure smooth operation and address any issues quickly. Solution Highlights Architecture design and development: Adroitent’s team developed a scalable, efficient, and secure architecture for the real time agent tracking system. Teams were involved in the design and development of the architecture of a real-time agent tracking system. Database design, architecture, and implementation: A robust database system was developed to handle complex data securely. Quality assurance: The testing was done to ensure the system was fully functional. Technology stack leveraged The technology stack included DotNet core, HTML, Javascript, Entity Framework, SignalR, Postgres, and SQL.  Features developed Live agent status monitoring: Supervisors can view which agents are available, busy, or on break in real time. The system shows agent status and activity they are currently handling; handling a call, resolving a ticket, or engaging in back-office tasks. Real-time agent tracking: Supervisors can track the number of calls an agent handles, along with call duration and outcomes, providing insights into productivity along with their shift start and end listings. Task assignment and completion: Managers can assign tasks dynamically based on the agents’ availability and track their completion in real-time. Agent performance tracking: Supervisors can track each agent’s performance metrics and trends through their shifts, allowing immediate feedback and alignments. Alerts and notifications: The system automatically notifies supervisors when agents are handling too many calls or if service levels are at risk of falling below the set thresholds. Queue monitoring: Supervisors can see the number of callers in queues and adjust resources in real-time to manage high demand. Snoozed agents status: Agents who are on break will be displayed as snoozed users and overshooting of breaks will also be notified to their respective supervisors. Service level monitoring: Supervisors can track if service levels (response times, customer wait times) are being met in real-time, allowing for immediate corrective actions. Performance metrics dashboard: Real-time dashboards show KPIs like call resolution times, customer satisfaction scores, first-call resolution rates, average handling times, etc. Analytics and reporting: Provides reports that aggregate data from agent performance, customer interactions, and call quality to make informed decisions quickly. Supervisors can generate customized reports on various performance metrics, allowing detailed analysis and planning. Business Outcome Enhanced agent visibility and monitoring: Supervisors were able to track agent activities in real-time, which enhanced the workforce visibility and monitoring by 100%. Improved workforce management: Real-time agent availability enabled better task delegation and workload management. The real-time agent tracking system optimized the workforce management leading to a better resource allocation. Agent performance optimization: Supervisors were able to identify bottlenecks or underperforming agents and provide efficient resources for better outcomes. Data-driven insights helped to optimize workflows and improve agent performance by 100%. Improved decision-making: Real-time agent data availability enabled supervisors to make quick, informed decisions, especially during peak times or high-demand situations. The system also helped to assign tasks based on the agent availability and proximity for faster response times which helped in faster decision-making. This real-time data helped to reduce delays, especially in fast-paced environments like logistics, customer service, or technical support. Increased operational efficiency: Supervisors were able to monitor agents’ location, activities, and status in real-time, which ensured tasks were assigned more efficiently and resources were optimally utilized improving the overall operational efficiency. Enhanced customer satisfaction: Faster issue resolution and improved workforce task delegation contributed to higher customer satisfaction. Real-time tracking ensured agents were assigned promptly, reducing wait times for customers enhancing customer satisfaction significantly. Connect with us

Software Engineering services helped a leading clinical documentation and document sharing solutions provider to develop a Medical Record Documentation Platform Key Business Outcomes 99% Eased Doctor Dictation Tasks 99% Accuracy in Medical Record Documentation Seamless Integrations with EHRs in Hospitals and Out-patient Clinics About Customer Customer offers clinical documentation and document sharing solutions. They provide clinical information and electronic health record templates. They serve customers throughout the United States. Customer Challenge The customer felt a need for an error-free medical record documentation for doctors and clinicians. Their existing system struggled to integrate comprehensive data from various healthcare facilities leading to fragmented patient records and increased administrative burden on doctors. The customer sought a robust solution to streamline the doctor’s clinical documentation workflow and improve the accuracy and quality of patient records and other patient-related information.Solution Delivered Customer partnered with Adroitent to build a state-of-the-art medical record documentation platform to assist doctors across its outpatient clinics, hospitals, and ambulatory surgery centers to efficiently complete medical record documentation of patients. This platform plays a vital part in the daily clinical workflow for its users due to its essential functionality and integration points into an organization’s clinical systems. The medical record documentation platform translates doctors’ dictations into text through advanced backend editing, ensuring precise patient documentation. Additionally, it offers rhythm jobs for post-dictation editing, allowing doctors to correct errors, if any, directly on their devices (iOS and Android) and submit them to the Electronic Health Record (EHR) system.Solution Highlights Architecture and design: Crafted a scalable and secure architecture to support front end mobile interface with backend processing on web. Database design, architecture, and implementation: A robust database system was developed to handle complex data securely. Comprehensive data integration: Seamless integration of existing system data with the new system was done. Quality assurance: Total quality assurance implemented in end-to-end workflow and data validation and verification to ensure solution reliability. Build, release, and deploy: DevOps CI/CD implemented to build and release iterative cycles for timely deployment of the solution. Key performance metrics: Real-time analytics was provided to monitor and improve doctor’s documentation tasks. Support and maintenance of project: Post implementation, the Adroitent team provided technical enhancement and support to ensure optimal performance.  Technology Stack The technology stack used was .Net Framework, MVC, WCF, Web API, and XMPP. The database used was in-app Swift 3.0/4.0 for iOS apps and SQL Server. The data sources used were REST API, XML, and CSVs. The tools used were QuickBox and Zendesk. Key Features Developed Mobile app syncing: Dictations were supported on both Android and iOS mobiles where the doctor had the patient check-in details referred as a job which was synced to the backend database. The doctor could pick the job, and record the patient health conditions and processes. Secure messaging: The doctor can chat with the doctors/nurses in the clinic with the inbuilt Secure Messaging feature.   Seamless integrations: The solution was made to fit seamlessly into existing physician workflow patterns due to seamless integrations with APIs ensuring no loss in productivity. Information routing: Automatic routing of clinical information with full interfaces eased front-end scheduling along with back-end clinical systems. Work list for doctors: A full interface was developed into the clinic scheduling system for the doctors, providing them the look and feel of an EHR. Doctor’s identity: Providers were not required to identify themselves or the patient, significantly reducing dictation time and clinical errors. Voice recognition: Dictation was automatically sent to data centers for the processing and simple voice recognition created the first clinical draft. Rhythm jobs: Doctors could edit any dictation errors in the device itself and submit them to the EHR system. If they felt too many edits were required, then they could submit for transcription to editors to further edit them. Rhythm jobs were made available for editing after dictation submission. Once edited, the finished work was routed back to the clinic or hospital for automatic delivery to their EHR or data repository. Integration with HL7:  The platform was seamlessly integrated with HL7. Business Outcome Saved Doctor’s time : The platform significantly reduced the time doctors spent on paperwork allowing them to focus more on patient care with streamlined clinical documentation. It helped to ease doctors’ dictation tasks by 99% Accelerated EMR adoption: Helped improve physician satisfaction with accelerated EMR adoption Improved documentation accuracy: Advanced backend editing and post-dictation editing features reduced errors and improved the quality of patient records. It helped to ease doctors’ dictation tasks by 99% and ensured high accuracy in medical record documentation. Improved coordination and eased patient care: Unified and complete patient records with seamless data integration across healthcare facilities improved coordination and eased patient care. Easy adoption for doctors: The platform’s in-depth design and architecture resulted in a user-friendly interface, and made it easy for doctors to adapt and efficiently use the system. Enhanced operational efficiency: Intensive quality assurance and robust architecture ensured the platform’s scalability and reliability, building trust among users and enhanced the overall operational efficiency. Connect with us [wpforms id=”2376″ title=”false” description=”false”]