Problem
Downtime AUX usage reporting was manual, slow, and difficult to review consistently across teams. Leaders needed a faster way to identify patterns, coach with context, and avoid rebuilding the same spreadsheet every week.
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In Development
AUX 23 Reporting Tool
Turning Downtime AUX Reporting Into a Repeatable Workflow
This project focuses on a common operations problem: valuable reporting exists, but the useful coaching signal is buried inside manual exports. The tool is designed to turn recurring Nextiva Agent Activity reports into a repeatable workflow that highlights Downtime AUX usage by agent and Team Lead.
Role
Designed the workflow, defined the reporting logic, built the parsing approach, and shaped the output around how leaders actually review performance.
Audience
Call center leaders, team leads, and operations stakeholders
Stack
Python, openpyxl, SQLite, Spreadsheet exports, Automation
Solution
Built a Python-based reporting process that parses exported activity reports, identifies AUX 23 usage, groups results by Team Lead, and produces cleaner weekly summaries that can be used for coaching and visibility.
Impact
Created a clearer workflow for accountability, coaching conversations, and leadership review. The biggest value is not just saving time, but making the same performance signal easier to find every week.
Build Process
How the work came together
The important part of each project is not only what was built, but how it fit the real workflow around it.
1
Reviewed the manual reporting flow and identified the repeated cleanup steps.
2
Mapped the fields needed from Nextiva Agent Activity exports.
3
Built parsing logic to isolate AUX 23 events and summarize usage.
4
Grouped output around Team Lead ownership so the report matches the coaching workflow.
5
Kept the format practical for weekly review instead of overbuilding a dashboard too early.
Deliverables
- Report parser for exported activity files
- Agent-level AUX 23 summaries
- Team Lead grouped reporting
- Weekly coaching-ready output
Signals Tracked
- AUX 23 usage by agent
- Team Lead grouping
- Weekly summary output
- Repeatable coaching review process
Lessons
- Operational tools work best when they match the review rhythm leaders already use.
- A simple repeatable report can be more useful than a complicated dashboard if the problem is consistency.
- The output format matters as much as the parsing logic because the report has to support real coaching conversations.
Next Steps
Where this can go next
Add clearer exception handling for malformed exports.
Add trend comparison across multiple weeks.
Create a lightweight dashboard view after the reporting logic settles.
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