A dedicated contact
Someone who understands your queue routing, can pull exports on schedule, and attend readout sessions. Usually an operations manager or workforce analyst.
How engagements work
From your first brief to the final report handoff — a transparent look at how we conduct call center analytics work.
Built around your exports, not our software
Every Portalflowcore engagement begins with data you already collect. We do not require you to install agents, connectors, or monitoring tools. You send us ACD, CRM, or IVR exports on an agreed schedule; we return finished visual reports and meet with your team to walk through findings.
This model keeps your IT team out of the critical path and lets us start within days of signing, not months after a systems integration project.
The engagement timeline
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Brief and scoping
You submit a brief through our contact form or by email. Within two business days we schedule a 45-minute scoping call to understand your queues, channels, staffing model, and the specific decisions this analysis should support. You receive a written scope document and quote.
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Agreement and deposit
Once you approve the scope, we send an engagement letter and invoice for the 40% deposit. Work begins when the deposit clears. For retainers, the first month is invoiced upfront.
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Data intake and validation
Your point of contact uploads exports to our secure file share. We run a validation pass within 48 hours, checking date ranges, field completeness, and queue naming consistency. Any gaps are documented before analysis begins.
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Analysis and readouts
Depending on the engagement, we hold weekly or biweekly readout sessions. These are working meetings — not polished sales presentations. You see draft charts, ask questions, and redirect our focus if a finding warrants deeper investigation.
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Final delivery
You receive the complete report package in PDF format, with an optional live presentation for leadership. Source charts are included in the appendix. For retainer engagements, delivery follows the agreed monthly calendar.
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Follow-up window
Every fixed-scope engagement includes a 14-day follow-up window for clarification questions about the report contents. We do not charge for reasonable email or brief-call follow-ups within this period.
What we need from you
Export access
Permission to extract ACD, CRM, or IVR data covering the agreed date range. We provide a field checklist during scoping so your IT team knows exactly what to pull.
Context on decisions
The operational choices this analysis should inform — schedule changes, hiring requests, IVR adjustments, or coaching priorities. Context shapes which charts we prioritize.