Agent Productivity & KPI Dashboard Automation

Overview:

As part of the Nirmit Bharat initiative, I led the automation of performance tracking and reporting systems for operations, logistics, and support teams. The project focused on improving data visibility, agent productivity analysis, and leadership decision-making efficiency.

Objectives:

• Automate manual data reporting and performance tracking.

• Consolidate agent KPIs, operational metrics, and app review insights into a single dashboard.

• Enable faster, data-backed decision-making for stakeholders.

Process:

• Designed and automated Excel-based dashboards using pivot tables, advanced formulas, and live data links.

• Conducted in-depth analysis of TAT breaches, resolution delays, and ticket pendency trends.

• Developed an App Review Tracker for DigiHaat (Android & iOS) to monitor updates, removals, and sentiment trends over 21 days.

• Shared regular performance insights and recommendations with leadership teams.

Achievements:

• Improved reporting efficiency by 30%, reducing manual effort and turnaround time.

• Enhanced operational visibility through real-time KPI monitoring.

• Enabled proactive issue resolution and performance optimization across teams.