#3888E7

+70 Web Screens

Innocalls

Problem It Solves

Call center operations are often unstructured and difficult to manage, impacting both agent performance and administrative oversight.

Agents struggle with handling continuous incoming calls efficiently, lacking a clear system to organize their workflow or manage their availability, which can lead to fatigue and inconsistent performance.

At the same time, administrators have limited visibility into real-time operations. Monitoring active calls, tracking agent activity, and accessing past call data and recordings are often fragmented and inefficient.

The system addresses these challenges by providing a structured, centralized solution that streamlines call handling for agents while enabling admins with full visibility, live monitoring, and comprehensive call reporting.

• Understand how agents manage high-volume incoming and outgoing calls

• Identify challenges in organizing call workflows and handling continuous tasks

• Explore how agents manage availability, including breaks and workload balance

• Analyze how administrators monitor agent performance and ongoing operations

• Identify gaps in visibility for live calls, historical data, and call recordings

• Discover opportunities to improve efficiency, speed, and workflow structure

• Define how the system can support both high-speed agent tasks and strategic decision-making for managers

Research Objectives

Qualitative Research:

For Call Center Agents

• Can you walk me through your typical workflow when handling calls?

• What challenges do you face when dealing with continuous incoming calls?

• How do you organize or prioritize your calls during busy periods?

• What makes a call handling experience smooth or stressful for you?

• How do you manage taking breaks without affecting your performance?

• What tools or features help you work faster and more efficiently?

• What frustrates you the most in your current system?

• If you could improve one thing in your workflow, what would it be?

For Administrators / Managers

• How do you currently monitor agent performance and call activity?

• What challenges do you face in tracking live operations?

• How do you access and review past call data or recordings?

• What kind of insights or reports are most important for you?

• Where do you feel you lack visibility or control?

• How do you evaluate agent efficiency and performance?

• What decisions do you need to make based on call data?

• What would make managing your team easier and more effective?

Design Methodology

Design Thinking Process

Empathize

Quantitative Research:

Agents need a structured, fast workflow that minimizes interruptions and reduces cognitive load.

Admins require a centralized system with real-time tracking and easy access to data.

From the past intro we got 2 different personas

Personal Details

Name: Sara Ahmed

Age: 26

Role: Call Center Agent

Experience: 2 years

Goals

• Handle calls quickly and efficiently

• Maintain high performance and response rate

• Avoid stress during peak hours

Pain Points

• Continuous incoming calls without a clear structure

• Difficulty managing breaks without affecting workflow

• Too many steps after each call (notes, status updates)

• Feeling overwhelmed during high call volume

Needs

• Fast and simple call handling flow

• Clear visibility of next actions

• Easy control over availability (pause / break)

Behavior

• Works under pressure and time constraints

• Prefers speed over complex features

• Relies on system clarity to stay efficient

Personal Details

Name: Mohamed Hassan

Age: 34

Role: Manager

Experience: 8 years

Goals

• Monitor team performance in real-time

• Ensure smooth call operations

• Make data-driven decisions

Pain Points

• Limited visibility over live calls and agent status

• Difficulty tracking performance across multiple agents

• Slow access to call history and recordings

• Fragmented reporting systems

Needs

• Centralized dashboard for full visibility

• Real-time monitoring of agents and calls

• Easy access to reports and call recordings

• Clear performance insights

Behavior

• Focused on efficiency and results

• Needs quick insights, not complex tools

• Makes decisions based on data and Reports

What we got

we found that inefficiencies in call center operations are mainly caused by lack of structure, limited real-time visibility, and complex workflows—rather than the call volume itself.

Framing this as a user story

As a call center agent or manager, I want a structured and intuitive system to handle calls and monitor operations in real-time, so that I can work efficiently, reduce complexity, and make better decisions without being overwhelmed.

Ideate

Information Architecture Diagram for Admin Dashboard

Define Phase

Information Architecture Diagram for Agent Dashboard

Agents have full control over their workflow—selecting active campaigns, handling inbound or outbound calls, and managing their availability seamlessly without interrupting operations.

A well-structured information architecture reduces cognitive load and allows users to navigate complex systems with clarity and confidence.

Prototype

After sketching on paper, I start building high fidelity screens

Agent Dashboard (Key Capabilities)

• Real-Time Call Handling

  Agents can receive and make calls directly through the integrated dialer, ensuring fast and uninterrupted communication.

• Availability Management

  Easily switch between statuses (available, busy, break) to control workload and maintain performance

• Call Controls & Notes

  During and after each call, agents can add notes, track outcomes, and manage interactions efficiently.

• Campaign Management

  Agents can view and switch between multiple campaigns, choosing where to handle calls (inbound or outbound) based on priority.

• Performance Insights

  Visual reports and metrics (call distribution, answered calls, duration) provide immediate feedback on performance.

Admin Dashboard (Key Capabilities)

• Advanced Reporting & Insights

  Access detailed analytics on call volume, distribution, performance metrics, and system usage to support data-driven decisions.

• Campaign & Survey Management

  Create, manage, and track campaigns, as well as configure surveys to evaluate call quality and customer experience.

• Live Monitoring

  Track active calls, waiting queues, and agent status in real time for better operational control.

• User Management & Switching

  Manage users and seamlessly switch between roles to experience the system from an agent’s perspective when needed.

• Call Control & Access

  View call details, access recordings, and monitor ongoing interactions directly from the dashboard.

The analytics section provides a comprehensive view of call center performance, combining real-time data with historical insights. It allows admins to track trends, evaluate agent performance, and identify areas for improvement

Screen provides

• Multi-Dimensional Analysis

  Analyze calls across different categories such as inbound, outbound, unanswered calls, and user performance.

• Advanced Filtering

  Filter data by date range, SLA time, and agents to focus on specific timeframes or team segments.

• User Performance Tracking

  Identify top-performing agents based on answered calls, connected calls, and SLA compliance.

• Call Distribution Insights

  Visualize how calls are distributed (incoming vs outgoing, internal vs external) to understand workload and efficiency.

• SLA Compliance Monitoring

  Track service level performance and ensure targets are being met.

• Simplified complex data into clear, digestible visualizations

• Enabled quick comparison between agents and performance metrics

• Prioritized flexibility through filters and customizable views

• Balanced detailed insights with usability and clarity

The Design focused on

More in Admin Side

Iterations based on Usability Testing

During usability testing, a clear need emerged around reporting workflows.

Users expressed difficulty in repeatedly generating reports and tracking performance over time, especially when relying on manual actions. This highlighted a gap in efficiency and continuity within the system.

Based on these insights, the Scheduled Reports feature was introduced, allowing admins to automate report generation and receive updates at defined intervals.

This reduced manual effort, ensured consistent visibility, and supported more proactive decision-making.

• Flexible Scheduling

  Set reports to run automatically (daily, weekly, monthly) based on business needs

• Report Management Table

  View all scheduled reports in one place with key details such as:

  • Creation date

  • Report name

  • Frequency (daily / weekly / monthly)

  • Status (active / inactive)

  • Next generation time

  • Recipients

• Quick Actions

  Easily manage reports through actions like:

  • Generate report instantly

  • View report history

  • Activate / deactivate reports

  • Edit or delete reports

• Search & Filters

  Quickly find and manage reports.

At the End

This project redefined how call center operations are managed by turning complexity into clarity.

By designing for speed, structure, and real-time control, the system empowers agents to perform efficiently and enables admins to make smarter, data-driven decisions.

The result is a scalable, intuitive platform that enhances performance, reduces friction, and delivers a seamless operational experience.

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