Voice Call Self-Service Reporting via Google Sheets
Mar
2025
Ongoing
Problem / Purpose
SSRS and Tableau reporting created a bottleneck, as most employees lacked the access or skills to work directly with Snowflake data. One manager responsible for phone queue oversight had to manually download call data from the phone system and analyze it in Excel—a process that took several hours each time and delayed timely insights.
Solution
Created a self-service voice call reporting tool using Coefficient and Google Sheets. Built cleaned and aggregated Snowflake layers from raw Amazon Connect call data using DBT and Dagster. Scheduled data syncs to Google Sheets and built a tabular + dashboard view to replace manual reporting. Logged process insights and limitations for future self-service data product development.
Key Achievements / Impact
Replaced multi-hour manual Excel-based call reporting with a scheduled, self-updating dashboard accessible to business users. Proved the viability of Coefficient-based reporting, paving the way for wider adoption of self-service data tools.
Key Technologies / Tools Used
Snowflake, DBT, Dagster, Coefficient, Salesforce, Amazon Connect, Data Product Design, Google Sheets
Role
Data Scientist (self-initiated)
ProService Hawaii