06.2019 - 09.2019

Yandex Control system hosted PBX —internal product

About project

Ya.Calls is an internal service at Yandex created specifically for monitoring and analyzing the entire flow of incoming calls. Due to the scattered nature of external call centers, various departments now require their own dedicated call centers. Ya.Calls was developed to address this need while helping the company save costs.

Project objective

Develop and launch a Minimum Viable Product (MVP) version.
Re-use and adapt components from the Ya.Telephony (B2B) project.

The team

The project was developed by the Ya.Telephony team, but only part of the team was involved in the MVP project for Ya.Calls: 1 designer led by the head of B2B design department, 2 managers, 2 engineers.

Research

Through extensive research involving operators and department heads familiar with external call monitoring tools at Yandex, we prioritized user needs, conducted comparative analysis, and devised an Information Architecture for the MVP of Ya.Calls.

Key insights revealed operators' proficiency in handling dynamic information and their comfort with current tool, prompting us to incorporate familiar patterns like dashboards and tables into our MVP design. This approach ensures a seamless transition and an intuitive user experience while meeting essential user requirements.

High-Fidelity Designs

In the Administrator or the supervisor role the Information Architecture (IA) is divided into two parts: preparation and working. In the preparation stage, users can add business numbers, units like Yandex Taxi Support, operators, and their statuses (online, offline, etc.), along with media files and routing configurations.

In the working phase, they use the dashboard, calls, webphone, and reports to manage call center operations efficiently.

Simplified tables for MVP

In this MVP version of Ya.Calls, we streamline the user experience by focusing solely on essential information presented in simplified tables.

Units

Operators

Routing

We adapted the routing functionality directly from the Ya.Telephony project.

Dashboard

Initially, we intended to design a customizable and flexible dashboard. However, upon discussion with stakeholders, we determined that it would be more advantageous to utilize familiar patterns instead.

Webphone

The Webphone functionality was adapted from the Ya.Telephony project to fulfill the objectives of Ya.Calls. We streamlined the original version and its scenarios to better align with our goals.

Calls

The page displaying calls may seem overwhelming initially, but the primary objective on the call page is to efficiently select a single call through the use of filters.