BPO and contact centre setup

Does this pack fit a contact centre, and why does it keep data for a year?

It fits agents who work a shift on a queue: voice, chat, email or back office. Work arrives; nobody picks a task before a call starts. The client wants evidence that the shift was worked.

What it switches on

Setting	Value	Default, for comparison	Why
Work mode	Productivity only	Task based	There is no task to pick at the start of a call
Tracking mode	Always on	A task is required	The shift is the unit of work, not the task
Screenshot interval	Every 10 minutes	Every 5 minutes	Enough for a quality review, cheap to keep for a year
Idle threshold	5 minutes	3 minutes	A long gap on a queue is real, and a team leader should see it
Retention	365 days	90 days	Required by law. See below

What it creates

• 4 productivity roles — Voice agent, Back-office agent, Team leader and Quality analyst
• 384 app rules — every role gets a verdict on all 96 applications and websites in the catalogue
• 3 teams — Process A, Process B, Quality. Rename them to your real processes
• 1 daily goal — 390 productive minutes
• 4 alert rules — not started by 09:15, idle over 45 minutes, distracting use over 60 minutes, and productivity under 60 percent. All four go to managers

The roles know this industry’s tools. A voice agent gets Avaya, Genesys, Five9, NICE CXone and Talkdesk marked productive. A back-office agent gets Excel, SAP, SharePoint and Google Sheets instead.

The one thing it gets right

One year of retention, because an Indian Other Service Provider must keep it.

The product default leaves an Indian contact centre non-compliant from day one

The Department of Telecommunications OSP Guidelines, issued 5 November 2020 and revised 23 June 2021, require an Other Service Provider to keep call detail records, user detail records and system logs for one year. Every Indian BPO is in scope. Home-based agents are in scope too.

The product’s own default is 90 days, and nothing on the Settings screen says that is a problem. This pack sets 365 instead.

If you lower it below 365 in the setup wizard, the review step warns you before anything is written — and then lets you do it. The warning is the only guard there is.

The review step is where the retention warning appears. It names the rule and the number you chose, so the decision to go below a year is a recorded one rather than an accident.

The second thing it gets right

Productivity only means nobody has to pick a task.

On task based work mode an agent who forgets to start a task produces no usable hours. On a queue that happens every shift, because there is nothing to pick from in the first place. This pack counts the tracked time itself, and hides the project and task screens that would only be in the way.

It also means you cannot bill an hour to a client

Productivity only switches off project summary, resource billing and monthly client billing, and the server refuses to mark any hour billable: “Productivity-only time cannot be billable.”

If you invoice clients per hour rather than per seat or per transaction, this is the wrong pack, and the work mode cannot be changed later. Read Task based or productivity only first.

What to change after you apply it

• Rename the teams to your real processes. The pack guesses Process A and Process B; you know.
• Set the daily goal to your real target minutes. 390 is a starting number, not yours.
• Check the 09:15 alert against your actual shift start. It is set in minutes past midnight, so a shift that starts at 14:00 needs it moved.
• Tell your agents what is recorded before the first shift. Send them What is recorded about you.

Next: Task based or productivity only · Screenshots, privacy and how long data is kept