TopN AnalyticsConsolidating Driver Support and Call-Center Analytics Across Three Telephony/Helpdesk Platforms
A leading pan-India fleet management company running driver-support and outbound/inbound call-center operations.
Where things stood
As driver-support operations grew, ticket and call data lived across multiple disconnected systems — Zoho Desk for driver support tickets, Exotel for cloud telephony call records, and the CRM/dialer platform for outbound and inbound calling activity.
Understanding day-to-day call-center productivity (call volumes, connect rates, agent utilization) and support-ticket health (resolution speed, first-call resolution, whether unresolved tickets correlate with driver churn) required manually reconciling exports from each system rather than working from a single operational view.
What we built
The Zoho Desk/Analytics API, an Exotel CDR feed, and CRM/dialer call-history data feed a PostgreSQL analytics warehouse (call-center KPI and ticketing tables), refreshed on a daily/hourly cadence.
How it works
TopN Analytics built dedicated ingestion pipelines for each platform: a proper OAuth2-based integration with Zoho Analytics' bulk export API, including automatic schema-drift handling that adds new source columns without an engineering change; a daily Exotel call-detail-record sync with a rolling reprocess window to handle fields the vendor finalizes a day or two late; and a daily call-center KPI aggregation drawing on the CRM/dialer platform.
An earlier phase of the engagement also built a set of support-ticket analytics — SLA/turnaround-time bucketing, First Call Resolution measurement, and a driver-churn-after-ticket-contact signal — establishing the analytical approach even though those specific scripts have since been superseded by newer ones.
What we delivered and learned
The call-center KPI pipeline explicitly separates inbound from outbound call activity and tracks a full campaign-to-allocation conversion funnel alongside raw call metrics — connecting call-center productivity directly to recruitment outcomes rather than treating them as separate reporting domains.
An earlier body of work established a concrete, auditable definition for 'First Call Resolution' and a driver-churn-after-support-contact signal, demonstrating the analytical groundwork exists even where the specific implementation has since evolved.
What it's built on
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