Contact Center Insights Hub Powered by Agentic ELT

**Overview**
Designed specifically for Contact Centres operating on Oracle this solution supports Calls, Agents, Queues, Routing, Interactions, and Adherence pipelines through LLM-powered agentic ELT automation.
Dataplatr’s Agentic ELT (AELT) framework brings AI-driven automation to Contact Centre analytics by ingesting, validating, and deploying call-event pipelines on the Databricks Lakehouse. Using LLM-based data agents and human-in-the-loop validation, the accelerator applies contact-centre domain logic to create a unified Call Details Hub (CDH) that powers operational, performance, and workforce insights.
With AELT for Contact Centres, teams benefit from intelligent metadata enrichment, automated interaction stitching, incremental pipeline generation, and conversational SQL—reducing engineering effort by 60% while maintaining transparency and governance across the entire call lifecycle.

**Business Challenge**
Contact centres face two critical challenges:
**1. Complex multi-source event stitching:**
Call platforms generate high-volume, multi-event, fragmented data (ACD logs, routing logs, agent logs, queue events). Stitching this into a single, analytics-ready interaction record is difficult and error-prone.
**2. Disconnected operational systems:**
Disconnected systems ( WFM, QA, CRM) make it hard to understand customer journeys, agent performance, and operational bottlenecks.
Dataplatr’s Agentic ELT + Call Details Hub solves this by automatically orchestrating pipelines and assembling a unified customer–agent interaction view.

**Architecture Overview – Medallion + Agentic Orchestration**
- Bronze (L0): Raw ingestion of contact centre datasets:
- Silver (L1–L2): AI agents automatically generate standardized SQL, enforce incremental load logic, and validate primary keys using Delta Live Tables (DLT).
- Gold (L3): Conversational agent assists users in defining business tables—such as CC Call Details Summary —through natural language, validating and deploying DLT SQL automatically.

**Pipeline Flow**
- Metadata Enricher Agent (Bronze): Generates semantic descriptions for events, states, and call segments with HITL approval.
- Silver SQL Generator Agent: Builds L1 standardized views for calls, agents, queues, and routing
- Conversational Gold Agent: Allows CC teams to build advanced CC tables simply by describing them (“Create an CC Call Details summary”). The agent validates logic, fixes SQL errors automatically, and ensures consistency across CC metrics.
- DLT Execution: A single Databricks Delta Live Tables pipeline constructs the complete CC lifecycle, seamlessly linking L1, L2, and L3 layers while providing full data lineage, change tracking, and auditability.

**CC Call Details Hub Functional Insights (Gold Layer)**
Once the agentic pipeline is deployed, the accelerator delivers ready-to-use insights:

**1. Call Journey Reconstruction**
Provides complete visibility into the end-to-end call flow from IVR → Queue → Agent → Transfer → Completion.
Automatically stitches multi-agent interactions and constructs timeline-ready journey data.
**2. Agent Performance Intelligence**
Tracks detailed agent behaviour including Handle Time, Talk Time, Hold Time, and transfer patterns.
Integrates adherence and conformance (with WFM data) to provide holistic productivity and SLA contribution insights.
**3. Operational Performance Monitoring**
Delivers core contact-centre KPIs including ASA, AHT, ACW, occupancy, and agent utilisation.
Offers queue-level insights on wait times, abandonment, and service-level performance for real-time optimisation.

**Dashboard Widgets**
**Call Operations**
- **Hourly Call Volume Trend** – Shows hourly patterns of inbound call volumes for peak-load identification and intraday staffing optimisation.
- **ASA & AHT Trend** – Tracks monthly trends in Average Speed of Answer and Average Handle Time to assess service responsiveness and operational efficiency.
- **Service Level Performance** – Visualises service-level attainment across intervals, highlighting periods of SLA risk or underperformance.
- **Abandonment Rate** – Displays abandonment trends with insights into queue congestion, wait times, and call drop-off patterns.

**Agent Performance**
- **Agent Handle Time Summary** – Summarises agent-level talk time, hold time, and handle time for productivity benchmarking.
- **Occupancy & Utilization** – Illustrates agent workload capacity by analysing occupancy and utilisation across shifts and teams.
- **ACW Trend** – Tracks After-Call Work duration trends to identify workflow inefficiencies and coaching opportunities.
- **Top/Bottom Performing Agents** – Highlights high-performing and low-performing agents based on efficiency, SLA contribution, and call handling KPIs.

**Key Capabilities**
- Autogenerates descriptions for call segments, events, and agent states.
- AI-driven reconstruction of complete call journeys—multi-segment, multi-agent, multi-transfer.
- DLT-ready SQL for Call Hub, Agent Performance, Queue Summary, and Customer Journey tables.
- Conversational Analytics Creation (chat-based Gold tables)
- Agent auto-fixes SQL errors and repairs broken transformations.
- CDC Support for near-real-time invoice lifecycle

**Marketplace Deliverables**
- **Production-Ready Notebooks**: End-to-end AELT pipeline notebooks for Bronze (Ingestion), Silver (Transformation), and Gold (Analytics) with agent-assisted automation.
- **Config Templates**: JSON mappings for CC objects with AI-assisted metadata generation.
- **DLT SQL Files**: Automatically generated and validated SQL for incremental tables and CC Call Details Hub views.
- **CDC & Data Quality Frameworks**: Out-of-the-box components for real-time ingestion and data validation.
- **Documentation & Implementation Guide**: Step-by-step Databricks setup, object mapping, and AELT deployment manual.

**Why Choose Dataplatr’s CC Call Deatils Hub Agentic ELT Accelerator**
- **Agentic Automation** – Eliminates manual stitching logic & complex SQL.
- **Rapid Time-to-Value** – Operational dashboards ready in hours, not weeks.
- **Deep Domain Logic** – Prebuilt formulas for AHT, ASA, occupancy, and SLA.
- **Enterprise Governance** – Unity Catalog lineage & auditability.
- **Databricks-Native** – Powered by Delta Live Tables & Lakehouse.
- **Scalable & Extensible** – Works with any contact centre platform.

**Transform CC Invoice Analytics with Agentic ELT**
Deliver unified Call Details Hub, real-time insights, and AI-powered operational intelligence—fully automated on Databricks.

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