Reporting

Aside from logging calls, the other primary workstream of this project is to enable stakeholders to generate reports of the data. There are a number of reports generated manually via Excel spreadsheets and this is extremely time-consuming for Team Leaders. They take data from agent-populated spreadsheets and reference the data into their own spreadsheets to reveal patterns and insights, these are a few:

• Breakdown of types of calls
• Number of repeat callers
• Callbacks requested and made

QlikSense

As our MVP covers rent stories only, the reports in the first instance will only relate to rent queries. Qlik software will be used to visualise the stats and we are in the process of generating dummy data through which we can start specifying the reports. As with other requirements, we will store our reports as User Stories in Jira and manage their prioritisation through this tool.

Qlik is a data visualisation tool that many services in Hackney Council already use to report on performance metrics and other key measurements. QlikSense takes data from a local server, that we will take from CRM, and displays the data on its own interface. This can then be manipulated by the user to filter between datasets to reveal specific insights. We are also able to pull in data from multiple sources in the future if we need to for non-rent user stories.

We did evaluate the use of Google Studios to create a data dashboard but its functionality was not extensive enough for our purposes.