Contact Center After Hours Messaging

The contact center had a process where they would receive specific phone calls from specific customer's which would be handled by a different on-site support team the following morning. This support team didn't have a formalized ticket system; however they did need to receive the messages. The group did not want to receive the messages one at a time, rather they wanted the messages to come in one day at a time in one spreadsheet.

The business had already put together a SharePoint system where they would record these calls on a SharePoint list, export the list to Excel, email the list, and mark the items as "Sent".

I developed this application "from soup to nuts" as a full stack developer.

I added one new Schema's and a few Tables to the existing MasterRoster database.

The application was written using .NET Framework. One Web App, and a Microservice that ran every day to automatically send the night's messages in one spreadsheet to a specific distribution list of email addresses.

The application went live on October 15th, 2019, and still in use today. It has been used to track over 7,500 messages.