Kinetic

This is the Channelyser, central to the system. The user would observe a worker in the call centre, start and stop an activity/task when they began and finished, and could add a quality rating to their performance. The session history was available and could be edited.

This shows the history of the Channelyser session, which can be amended.

This shows the entire Channelyser data, which can be amended.

To create and manage the data selectable in the Channelyser, a data entry system is available.

Here you can add, amend, or delete tasks and activities.

Outcomes and customer comments can also be added or modified here.

To analyse the data, I built several tools. Here is the prioritisation grid.

This is the Root Cause analyser, which uses Channelyser data to reveal root causes.

This is the E2E process modeller, allowing them to draw charts.

It also allows adding Channelyser data into those charts.

This is the Value Grid, where data can be prioritized and presented in an easily understood format.

Kinetic’s X-Centric Channelyser Tool

Kinetic, a change management consultancy, partnered with me to bring their vision for the X-Centric Channelyser to life—a sophisticated system for observing and analyzing employee workflows in call centers. Designed as a tool for detailed time-and-motion studies, the Channelyser goes beyond basic observation to deliver actionable insights for performance improvement and operational efficiency. This tool has since been instrumental in case studies with high-profile clients, including Sainsbury’s Online Shopping Call Centre Review and CWC Contact Centre Baseline and Performance Improvement, driving measurable results in customer service environments.

Project and Observation Features

The Channelyser allows for the creation of structured projects, each comprising a hierarchy of activities, tasks, outcomes, and customer feedback. Observers can watch a call center employee in real-time, starting timers for activities such as answering calls, taking notes, or consulting a supervisor. Each activity breaks down into granular tasks like “answer phone,” “introduce self,” or “ask about issue,” all timed and logged for robust analysis.

Sessions can be amended later in the system and analyzed through various tools, generating rich visual insights. I integrated advanced graphing capabilities (using JFree), enabling users to drag and prioritize key data points. A drawing module allows users to create Visio-style diagrams, dynamically incorporating live data from observations to translate findings into clear, impactful visuals.

Collaborative and Role-Based Access

To facilitate collaboration, I implemented a secure check-in/check-out system that enables controlled project access, ensuring that only one user can edit a project at a time. The system includes different user roles: administrators manage projects while observers conduct sessions. This role-based setup ensures streamlined functionality and data security.

Technical Framework and Worker Feedback

Developed from the ground up, the Channelyser consists of:

  • Front-End: Java/SWT for a responsive, easy-to-navigate user experience.
  • Database: SQLite for local storage, synced with a MySQL database on a UNIX server for efficient data handling.
  • Server-Side: JBoss and JSPs support seamless backend processes and project management.
  • Worker Input System: A complementary HTML front-end allows call center employees to add comments directly to the server, capturing on-the-ground insights and feedback.

Case Studies in Action

The X-Centric Channelyser has already demonstrated its value in real-world applications, as seen in Kinetic’s case histories with Sainsbury’s Online Shopping Call Centre Review and CWC’s Contact Centre Baseline and Performance Improvement. These case studies highlight the tool’s effectiveness in optimizing call center operations, providing Kinetic’s clients with data-driven insights that drive performance and customer satisfaction.

From front-end design to backend systems administration, I handled all aspects of the Channelyser’s development, including setting up the UNIX server, configuring JBoss, and managing database systems. Kinetic’s X-Centric Channelyser has become an indispensable tool, offering deep insights into employee workflows and empowering organizations with actionable data to elevate service standards.

Project information

  • CategoryConsultancy
  • Client Kinetic
  • Visit Website
  • Technology Java , SWT, JSP, MySql, SQL, HTML, Javascript, JFree, CSS , UNIX , Bash