Automation Use Cases
Insight. Automation. Impact.
Azure Call Monitoring Dashboard
Designed and deployed a monitoring solution using scheduled Python scripts and Azure SQL to track call quality and trunk health across regions. This clarified root causes during outages and reduced diagnostic time for IT teams.
CSV Ingestion & Routing Enrichment
Created a Power Automate flow to ingest user-submitted CSVs and trigger backend Python processing — eliminating manual updates to routing logic and improving data consistency across systems.
Outage Communication Workflow
Implemented a rules-based workflow to trigger targeted communications during regional outages. Messages are adapted per brand, language, and location — reducing confusion, improving transparency, and lowering support ticket volume.
Call Reason Analysis & Wrap-Up Logic
Audited existing wrap-up code usage and redesigned logic to align outcomes with strategic labels like “Sales Qualified Lead” or “Language Barrier.” Enabled deeper insight into engagement patterns and improved reporting accuracy.