Customer Service Reports Automation

Problem

The customer service manager was spending about 35 minutes every week, 30 hours a year, pulling phone and ticket numbers from two different systems and typing them into the same two Excel workbooks the team has used for a long time. Daily call counts, average handle time, missed calls, outbound stats, tickets closed by agent. All by hand, every Monday. Numbers across systems didn’t always agree, formatting drifted, and the whole thing was fragile. Miss a week and the reports fell behind.

Approach

Three Python jobs pull straight from the source systems (Axxess for phone calls, HelpDesk for tickets) and fill the existing workbooks at the right rows and columns:

• CSR phone metrics: daily call counts and average handle time per agent, pulled from the Axxess call records
• Help desk closures: every ticket closed in the date range, credited to whoever closed it
• Inside Sales weekly report: Calls Handled, Talk Time, Missed Calls, Outbound Attempts and Answered, Inbound Answered, all per agent, appended to the team’s existing tracker in the same format they had been using

Two double-click shortcuts wrap the whole thing so the manager doesn’t have to touch the command line. Hit Enter for the last completed Mon-Fri week, or type custom dates. Cells that already have a value never get overwritten, so any manual edits stay safe.

Any update I make syncs to the manager automatically, no reinstall.

Result

• 35 minutes a week (about 30 hours a year) of manual report-building turned into a 30-second double-click
• Numbers come straight from the platforms, so they stay consistent week to week and across reports
• The team kept the workbooks they were already using. No new tool to learn, no migration
• Outbound stats matched the manager’s old manual export within about 1%, which the team accepted as good enough