Call Center KPI CRM Development

The goal is to build a custom CRM that unifies our call-center activities—voice (inbound & outbound), email, chat, and product tech support—while giving me an at-a-glance view of how every agent is performing on both web and mobile.

For the very first release I want you to concentrate on the Employee KPI tracking and reporting engine. All the real-time data that flows through the telephony and messaging modules must feed a role-based dashboard so every stakeholder sees only what they need:

• Company owners and senior managers get a global view
• Team leaders and supervisors drill down to their own squads
• Each employee can privately monitor personal stats

Within those dashboards the numbers that matter are:

• Number of calls, emails, and chats handled
• Customer satisfaction and response time
• Sales results, resolved cases, and attendance

The interface should let me slice by date range, filter by team or channel, and export to CSV or PDF. I also need automatic daily/weekly email summaries and simple goal-setting so agents can track progress against targets.

While the spotlight is on KPIs, the underlying architecture has to be ready for the next milestones—omnichannel ticketing, call recording playback, click-to-dial, and integrated knowledge-base search—so please choose scalable tech (for example React or Flutter for mobile, a modern REST/GraphQL back end, and WebRTC or a proven telephony API for voice).

Deliverables for this phase:
1. Responsive web dashboard plus companion mobile app (iOS & Android)
2. Secure role-based authentication and permissions
3. Real-time data ingestion from voice, email, and chat sources
4. KPI calculation engine with editable formulas
5. Reporting dashboards, export, and scheduled emails
6. Source code in a private Git repository and basic deployment guide

I will test against sample traffic and accept once the dashboards populate correctly, role permissions work as described, and exports match on-screen figures.