Contact Center Leadership Insights with Agentic ELT

**Overview**
Designed for Contact Centre leaders using Oracle, this accelerator delivers end-to-end visibility into performance, efficiency, and workforce effectiveness through LLM-powered agentic ELT automation.
Dataplatr’s Agentic ELT (AELT) framework unifies routing data, agent activity, call outcomes, queue performance, handle times, and customer experience signals into a single Leadership Insights Hub on the Databricks Lakehouse.

With AI-driven metadata enrichment, automated KPI generation, intelligent aggregation layers, and conversational analytics, Contact Centre leaders gain real-time insights into service levels, staffing, SLA adherence, channel performance, and operational bottlenecks—cutting manual reporting effort by over 60% while ensuring full governance and data transparency.

**Business Challenge**
Contact centres face two critical challenges:
**1. Technical complexity:**
Executives need clarity on service levels, operational efficiency, workforce alignment, and customer experience. But critical data—call handling, agent behaviour, queue dynamics, WFM schedules, QA scores—remains scattered across multiple systems. This forces leaders to make decisions without a holistic, trustworthy view of their organisation’s performance.
**2. Poorly Connected Operational Signals:**
High-value leadership KPIs such as FCR, AHT, SLA adherence, shrinkage, utilisation, and queue efficiency depend on connecting events across telephony, WFM, and CRM systems. Traditional ETL pipelines struggle to stitch these signals accurately, resulting in delayed insights and reactive management.

**Architecture Overview – Medallion + Agentic Orchestration**
- Bronze (L0): Raw ingestion of contact centre Leadership 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 Leadership 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 Leadership 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 Leadership Insight Functional Insights (Gold Layer)**
Once the agentic pipeline is deployed, the accelerator delivers ready-to-use insights:

**1. Executive Call Journey Intelligence**
Provides leadership with a complete, high-level view of how customers move through the contact centre—from IVR and routing decisions to agent handling and multi-transfer flows.
Enables rapid identification of systemic friction points, customer effort drivers, and areas impacting CX, SLAs, and cost-to-serve.
**2. Workforce & Performance Leadership Metrics**
Elevates agent analytics into leadership-ready insights by blending productivity, adherence, and behavioural patterns.
Surfaces trends in team efficiency, coaching opportunities, burnout indicators, and SLA contribution, helping leaders optimise staffing strategies and performance programs.
**3. Operational Excellence Dashboarding**
Delivers unified KPIs that matter to leaders: SLA attainment, service reliability, queue efficiency, cost efficiency, utilisation, and capacity trends.
Helps leadership proactively manage performance, forecast operational risk, and drive strategic improvements across queues, teams, and channels.

**Dashboard Widgets**
**Empower Caps & Scorecard Review**
- **Capacity Utilization vs. Target** – Shows the percentage of planned agent capacity actually used versus target thresholds.
- **Scorecard Achievement Trend** – Tracks team- and agent-level performance against KPIs over time.
- **Compliance & Adherence Scores** – Visualizes adherence to schedules, policies, and compliance standards.
- **Performance Gaps** – Highlights areas where teams or individuals are falling short of targets.

**Agent Performance**
- **Handle Time Metrics** – Summarizes talk, hold, and wrap-up times for each agent.
- **Occupancy & Utilization** – Illustrates workload distribution across shifts and teams.
- **ACW Trends** – Tracks After-Call Work trends to identify inefficiencies or coaching needs.
- **Top & Bottom Performers**– Highlights high-performing agents and those needing support, based on SLA contribution and efficiency.

**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 Agent Performance, and Empower Caps & Scorecard Review 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 Leadership Insights 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 Leadership 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 Leadership Analytics with Agentic ELT**
Deliver unified Leadership Insights, real-time insights, and AI-powered operational intelligence—fully automated on Databricks.

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