Summary
As a business, we would like to track and manage care center agent attendance per the Gas South Handbook in order to meet the Public Service Commission (PSC) service level requirements. The process in place today only captures whole day absences and does not include all the attendance information needed to calculate occurrences. The business manually tracks all the agents’ attendance activity, incurring additional time and cost. A solution is needed to capture all the data and reduce the amount of manual work. This initiative will need to be ready by the end of 2021, to meet the business needs for the upcoming year.
Business Value
• Introduce a robust solution that is managed and maintained by our
IT resources
IT resources
• Eliminate manual work done by Care Coaches and HR
• Better communication between HR and care coaches as it relates
to an agent’s occurrence & CR
to an agent’s occurrence & CR
• Maintaining all the data from various systems into our Gas South
systems, allowing for more visibility and flexibility when
needing/reporting on the data
systems, allowing for more visibility and flexibility when
needing/reporting on the data
Roles and Responsibilities
Julie Moffitt: Product Owner & Sr. Manager of Compensation & Benefits
Alan Rodriguez: Business Analyst
Nadeem Fatmi: Director of Application development
Antar Austin: UI/UX Designer
Project Scope
The scope of this project consists of:
The scope of this project consists of:
• A UI solution that would serve as a middle ground between the DW and the
Power BI dashboard reports.
Power BI dashboard reports.
• Creating a solution where attendance occurrences are calculated for
Customer Care agents according to the policy set forth in the employee
handbook
Customer Care agents according to the policy set forth in the employee
handbook
• A solution that will allow business users to Create, Read, Update, and Delete
(CRUD) data back to the Data Warehouse.
(CRUD) data back to the Data Warehouse.
•Only a selected group of business users should have this access.
• Certain data attributes and calculations need to be dynamic in case
company policy changes
company policy changes
• The solution needs to be able to track the occurrences and information about
any disciplinary actions that are given.
any disciplinary actions that are given.
Systems Impacted
Customer Care Coaches
Customer Care Coaches
Customer Care Coaches
Customer Care Agents
HR
Wireframes
After identifying the updated content structure for the website, I began wireframing how this content could be put into sections. The focus for this exercise was to showcase the content in a way that met both business goals and user goals. Once the layout was identified in a way that prioritized important content and created a user friendly experience, I dove in to high fidelity designs to focus on the visuals.
Final UI Design
After we were happy with the wireframes, it was time to translate them into UI designs that would be handed over to the developers for implementation. This included defining the app’s visual identity that aligns with the brand guidelines, while also following UI best practices.
Brand guidelines were already there when I joined, but we significantly evolved them during the course of the project. In that process.
Brand guidelines were already there when I joined, but we significantly evolved them during the course of the project. In that process.
