PSI team partnered with the client to deliver ETL (Extract, Transform and Load) and database services. It enabled the client to transform the raw data into the desired form to load in the target database. The DWH/BI team at PSI advised the client on the forms of data marts oriented to a specific business line or team and data warehouses. In due course, helped them convert databases from one format or type to another. Specifically, the tasks included tracking the agent performance information like call resolution, agent schedules, average handle time, active and waiting calls, call abandonment, total calls, average call length, billing for the specific clients/divisions/departments/skills and programs along with the agent pay and bonus.