Real-time monitoring system for call centers - Thesis project

Nuxway Technology, a company focused on providing services and solutions in the telecommunications sector, relies on third-party software for #reporting and real-time monitoring of its #callcenter service , limiting the flexibility of the service and preventing it from adapting to the requirements and needs of its customers.

This project develops a real-time #monitoring system so Nuxway can have its own software and make adjustments whenever necessary.

The #system was developed using an incremental iterative methodology. Once all its iterations are completed, the system includes four main modules: historical call distribution, answered and unanswered call #KPIs, real-time monitoring, and executive report generation.

The system has a server developed in Express, with an intermediate database implemented with MySQL. It connects to the AMI interface of a PBX and to its internal database for extracting CDRs. The client side is developed in React and uses several libraries such as Redux and Socket-io.

Keywords: Call center, System, Reports, Monitoring, KPIs. Find the complete project at the link. The full project can be found at the link.

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