Noralogix

A beverage production company faced challenges in tracking the effectiveness of campaigns running across multiple hubs with Genesys outbound dialing. Supervisors lacked visibility into daily agent workloads, detailed campaign progress, call outcomes, and comparative performance across regions, resulting in limited insights into business impact. To address these gaps, we developed a real-time analytics layer integrated with Genesys Cloud, providing structured insights at national, hub, team, and agent levels. The solution features a live dashboard showing campaign progression, order-related calls, and performance comparisons. A role-based security model ensures tailored data access for business owners, supervisors, and agents, enabling dynamic filtering and exploration. Additionally, real-time agent dashboards incorporate gamification to motivate agents, enhancing overall campaign effectiveness and business intelligence.