Enterprise Agent Performance Tracking SaaS Platform

Designed and developed a commercial-grade Agent Performance Tracking SaaS platform for organizations that manage customer service teams, call centers, and operational departments. The platform helps businesses monitor employee performance, attendance, KPIs, quality evaluations, productivity, coaching sessions, and business performance from a centralized dashboard. Key Features: • Multi-tenant SaaS architecture • Secure role-based authentication • Super Admin, Company Admin, Supervisor, Team Leader, QA, and Agent portals • KPI & Performance Tracking • Attendance & Shift Management • QA Evaluation System • Support Ticket Management • Sales CRM Pipeline • Executive Analytics Dashboard • Audit Logs & Activity Tracking • Backup & Disaster Recovery Suite • Email Verification & Notifications • Responsive design for desktop, tablet, and mobile • PostgreSQL Database • REST API Architecture Technologies Used: • React • Node.js • Express.js • PostgreSQL • SQL • JWT Authentication • Power BI Concepts • Business Analysis • SaaS Architecture Business Value: The system enables companies to improve productivity, monitor employee performance in real time, automate operational processes, reduce manual reporting, and support better business decisions through executive dashboards and KPI analytics.