Capstone Project Management Report Writing – Management Assignment Help

Task

Methods of data collection:

Qualitative data.

Interview: 

Understand the preferable way (channels) to contact customer center in various situation. the agent and their supervisors to understand the features they would like to see introduced in new setup.  site IT lead to understand the current availability of data network infrastructure. Internal Marketing team to understand their marketing strategies and how we can make difference by making data available to them. Fault tolerance capability for each of the site.

Surveys:

Understand the preferable way (channels) to contact customer center in various situation.

Existing data:

Current call flow of the sites.

• Available data in Internet in regards to the migrations.
• Database Backup and Restore
• Scrutinizing Network security for the sites.
• Local country specific telecom laws and regulations
• Existing Data Network capabilities, which would be base for any new migration.
• Existing Service Providers site wise.

2. Quantitative data:

 Existing data

• Setup or use existing Call Detail Recording data for each of the site
• PBXs licenses
• CC licenses
• PBX port count
• Scripts in use in use.
• CC Databases to create custom report for Analyzing data
• Hourly ISDN trunk utilization report.
• Total number of normal users sites wise.
• Total number of Contact Centers agents site wise.
• How many calls are expected between the sites. 
• Total number of ACD ports. 
• Total number of licenses used  & unused for traditional phones, digital & Analog
• Total number of licenses used & unused for IP phones.

Methods of analysis:

• Call Recording data
• Number or different users
• Number of calls made to internal and external
• Peak hours
• Network Bandwidth utilization
• CRM data
• Database tools to connect to existing database , like Omnichannel database
• Contact center reports

Methodological approach:

1. Describe your methods of data collection
2. Describe your methods of analysis
3. Evaluate and justify your methodological choices
    

Gather the data from existing systems:

Analyzing the existing setup from PBXs:

1) Setup or use existing Call Detail Recording data for each of the site
2) Total number of licenses used  & unused for traditional phones, digital & Analog
3) Total number of licenses used & unused for IP phones.
4) Hourly ISDN trunk utilization report.
5) Total number of sites globally
6) Reading existing call flow for each of the sites
7) Total number of ACD ports. 
8) Total number of Contact Center licenses used for different services
9) Total number of ISDN trunks & Channels in use/connected.
10) Total number of normal users sites wise.
12) Total number of Contact Centers agents site wise.
13) Database Backup and Restore
14) Existing Data Network capabilities, which would be base for any new migration.
15) Existing Authentication setup.
16) Scrutinizing Network security for the sites.
17) Total port configured in each of the PBXs.
18) Local country specific telecom laws and regulations

We will be using any existing CRM data, Call Data Recording system. Exising Contact center report to understand the agent, contact center call patterns. DBA team to collect data from existing contact center databases and prepare custom reports using the existing tables.

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