Workforce Optimization

The Workforce Optimization App was born after implementing Business Intelligence (BI) in an organization. With BI in place, we realized that many requests could be addressed in-house, using our skills and internal capabilities, rather than relying on external service providers.

Project Overview

From a broader perspective, the app was envisioned as a seamless and user-friendly tool for logging and tracking requests. While the interface was simple for users, it proved to be a powerful tool for the business, enhancing operational efficiency across the board.

Role-Based Features

The Workforce Optimization App provided specific functionalities for different user roles:

• Admin: Admins had the ability to allocate, accept, or decline requests. They could also monitor the overall workflow, track open and closed tickets, and generate detailed reports.
• Normal User: Users were able to log and track requests, making it easy to stay updated on the status of their tasks.
• Worker: could update the status of tasks and leave comments, allowing for seamless collaboration and transparency within the team.

Key Features

One of the standout features of the app was the integrated email notification system, which kept all stakeholders informed about status updates in real-time. The app also included a detailed reporting system, allowing admins to track performance metrics such as SLA compliance, time taken to resolve requests, and more.

Admin Perspective

From the admin’s perspective, the app provided a comprehensive view of all tickets, enabling easy tracking of open, closed, and in-progress tasks. It also offered the ability to monitor SLAs, assess time-to-resolution, and generate reports on user performance, which helped optimize workflows further.

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