Key Features

Built for operations teams

👥

User Management

Full CRUD on employees with role-based access Admin, Manager and Employee tiers with distinct permissions.

⏱️

Attendance Tracking

Daily check-in / check-out with minute-precision late calculations and live dashboard updates.

🏥

Sickness Tickets

Employees file sickness and leave tickets; managers approve, deny or escalate through clear workflows.

📅

Absence Management

Track absences against quotas, accrue leave automatically, flag patterns before they hurt the team.

📊

MIS Reports

Period-based management reports daily, weekly, monthly, custom ranges, exportable to CSV/PDF.

🖥️

Real-time Dashboard

Live metrics and stats see who's in, who's late, who's out, the moment it happens.

🔐

JWT Authentication

Bcrypt-hashed passwords, JWT sessions, role-checks on every endpoint security baked into the foundations.

🔄

Safe Migrations

Zero-downtime schema updates with automatic backup and transaction-based rollback on failure.

Inside the platform

A real tour of the system

Five of the live modules behind a 200-seat contact center — real-time service-level dashboards, MIS analytics, revenue attribution, workforce scheduling and lateness governance. Click through the navigation; two screens stream live data.

🔒 app.perla-hub.com/mis/historical-dashboard

PerlaHub

Sat 20 Jun | 00:00:00 Online EM E. MahmoudSuper Admin

Homepage

Real Time Monitoring

Agent Status Project Status Avaya Monitoring Project Agents Quad Monitor Projects Spotlight Dashboards

Intraday Reports

Glass Gate Avaya · Login/Logout Avaya · Raw Data Talexio · Login/Logout Talexio · Raw Data

Forecasting

Volume Forecast AHT Forecast Staffing Schedule Cost Optimizer Forecast vs Actual Shrinkage Alerts

MIS

Projects

Revenue

Billing Summary Routes Analytics Availability Targets Availability Report

Payroll

Payroll Settings Schedule Validation Payroll-Max Duration Validation Segment Validation Annual Leave Sick Leave AWOL Medical Leave Contracted Hours

Headcount

Staff List Staff Details

Ticket System

Absence Sick Emergency TL Feedback

Hold Tracker

Chat Monitor Hold Alerts Hold Analysis Hold Compare Agent Tracker

Schedule

Agent Monthly Agent Merges Public Holidays

Help Us Improve

Admin Panel

Admin Page Database Monitoring NICE Sync Database Backup Page Access Control

Historical Dashboard

Service-level analytics · per-skillset · per-interval

Updated just now

Offered▲ 3.2%

18,456

Answered▲ 2.1%

17,892

Abandoned▲ 6.4%

564

SLA%▲ 0.6pp

87.5%

PCA%▲ 0.3pp

92.1%

ASA

00:14

avg speed of answer

Call Volume Trend

● live · last 30 intervals

Answered vs Abandoned

96.9%Answered

Answered 17,892 Abandoned 564 Offered 18,456

Historical Performance — per skillset

Day · 20 Jun 2026

Skillset	Offered	Answered	Aband.	AHT	ASA	SLA%	PCA%
Customer Support · Tier 1	1,240	1,198	42	08:32	00:14	87.7%	96.6%
Technical Escalation	385	371	14	12:18	04:18	77.4%	96.4%
Billing Inquiries	562	541	21	06:45	00:13	93.2%	89.3%
Sales Queue	718	689	29	04:32	00:08	98.1%	96.0%

Call Volume Heatmap

Day × Hour · peak Tue 10:00

Agent Schedule

Weekly roster with per-shift activities

Week Jun 15 – Jun 21, 2026 87 agents247 shifts412 activities 23 on shift now · 00:00:00

ACD	Staff	Nice ID	Contr.	Project	Mon15	Tue16	Wed17	Thu18	Fri19	SatTODAY20	Sun21
`AGNT001`	Sarah Martinez	`NICE-2841`	37.5	Project-Alpha	09:00–17:30 2	09:00–17:30	OFF	09:00–17:30	09:00–17:30 1	09:00–17:30	OFF
`AGNT002`	Marcus Thompson	`NICE-3109`	40.0	Project-Gamma	08:30–16:45	08:30–16:45 3	08:30–16:45	08:30–16:45	OFF	OFF	14:00–22:00
`AGNT003`	Jennifer Lee	`NICE-2954`	37.5	Project-Delta	13:00–21:30	SICK	13:00–21:30 1	LATE	LATE	LATE	13:00–21:30
`AGNT004`	Robert Chen	`NICE-3401`	40.0	Project-Gamma	AWOL	AWOL	09:00–17:30	09:00–17:30	09:00–17:30	OFF	RESIGNED
`AGNT005`	Amanda Walsh	`NICE-2615`	37.5	Project-Alpha	OFF	14:00–22:15 2	14:00–22:15	14:00–22:15	14:00–22:15	PERSONAL	OFF
`AGNT006`	David Foster	`NICE-3567`	40.0	Project-Beta	22:00–06:30	22:00–06:30	OFF	22:00–06:30	22:00–06:30 2	22:00–06:30	OFF

Late Tickets

247 total·156 approved·78 confirmed·8 rejected·5 pending

Staff	Avaya login	Project	Date	Sched.	Actual	Late	Type	Status
Marcus Johnson	`m.johnson.0872`	GGP-IN-RES	2025-06-19	08:00	08:23	23m	AWOL	Approved
Sarah Williams	`s.williams.1923`	Billing-Process	2025-06-19	09:00	09:47	47m	Unauthorized	Pending
James Chen	`j.chen.0645`	Customer-Service	2025-06-19	07:30	07:35	5m	Waived	Approved
Emma Rodriguez	`e.rodriguez.2104`	Technical-Support	2025-06-19	10:00	10:18	18m	Other · Doctor	Confirmed
Rashid Al-Mansouri	`r.almansouri.8812`	Knowledge-Base	2025-06-19	06:30	06:30	On Time	Unauthorized	Approved
Patricia Johnson	`p.johnson.0334`	Finance-Control	2025-06-19	08:15	08:52	37m	AWOL	Rejected

Revenue Talk-Time Analytics

Billable handling time → revenue, per project & agent

ANS

4,287

answered calls

HT ≤ 3m

28,456

billable seconds

Hold > 3m

9,123

excess hold sec

Revenue

€892.34

@ €0.029/sec

Projects

click a row to drill down

Project	ANS	PCA%	SLA%	HT ≤3m	Hold >3m	Over-3m €	Revenue
Perla Hub Care	1,245	89.3%	94.2%	12,340	2,560	€74.56	€357.89
Premium Support	892	91.7%	96.1%	8,920	1,234	€35.89	€258.92
Government Portal	756	87.5%	92.3%	7,650	1,890	€54.81	€221.45
Emergency Line	534	85.2%	88.9%	5,340	2,123	€61.62	€154.67
Customer Care	623	90.1%	95.4%	6,230	1,456	€42.21	€180.54
Technical Support	437	88.9%	93.7%	4,370	923	€26.73	€126.61

Perla Hub Care — time split

€358revenue

Talk time 9,780s Hold ≤3m 2,560s Hold >3m 2,560s

ID	Agent	ANS	Revenue
`AG-0457`	Marco Rossi	156	€45.23
`AG-0829`	Elena Bianchi	142	€41.09
`AG-0165`	Giovanni Conti	134	€38.74
`AG-0942`	Lucia Ferrara	127	€36.72

Skillset	ANS	HT ≤3m	Hold >3m
Billing Inquiry	456	4,560	892
Technical Support	389	3,890	654
Customer Service	312	3,120	521
Escalations	234	2,340	456

Date	ANS	HT ≤3m	Revenue
Mon 15 Jun	623	6,230	€180.67
Tue 16 Jun	587	5,870	€170.23
Wed 17 Jun	612	6,120	€177.48
Fri 19 Jun	867	8,670	€251.43

Period Comparison

Selected vs previous month vs same month last year

Selected

Jun 2026

2,847 offered94.2% SLA

Prev month

May 2026

2,591 offered91.8% SLA

Last year

Jun 2025

2,703 offered93.6% SLA

KPI Comparison

Metric	Selected	Prev	Δ prev	Last yr	Δ last yr
Offered	2,847	2,591	▲ 9.9%	2,703	▲ 5.3%
Answered	2,654	2,428	▲ 9.3%	2,542	▲ 4.4%
Abandoned	193	163	▲ 18.4%	161	▲ 19.9%
SLA%	94.2%	91.8%	▲ 2.4pp	93.6%	▲ 0.6pp
PCA%	93.2%	93.8%	▼ 0.6pp	94.0%	▼ 0.8pp
AHT	4:32	4:18	▲ 14s	4:45	▼ 13s

Call Volume

Offered · Answered · Abandoned

Offered

Answered

Abandoned

Jun 2026 · answered

93.2%answered

May 2026 · answered

93.7%answered

Jun 2025 · answered

94.0%answered

Historical Dashboard

/mis/historical-dashboard

Live SLA, PCA, ASA & abandon rates with interval drill-down and a day×hour heatmap.

Agent Schedule

/agent-schedule

Weekly roster, shift colour-coding by time-band, sickness / AWOL / lateness flags.

Late Tickets

/tickets?tab=late

Lateness governance — AWOL, waivers & approvals with live tickets and agent chat.

Revenue Analytics

/project-analysis

Billable talk-time converted to revenue per project & agent, with lockable periods.

Period Comparison

/mis/period-comparison

Month-over-month and year-over-year deltas across every core call-center KPI.

Workforce Hub

Built for operations teams

User Management

Attendance Tracking

Sickness Tickets

Absence Management

MIS Reports

Real-time Dashboard

JWT Authentication

Safe Migrations

A real tour of the system

Historical Dashboard

Call Volume Trend

Answered vs Abandoned

Historical Performance — per skillset

Call Volume Heatmap

Agent Schedule

Late Tickets

Revenue Talk-Time Analytics

Projects

Perla Hub Care — time split

Period Comparison

KPI Comparison

Call Volume

Jun 2026 · answered

May 2026 · answered

Jun 2025 · answered

Historical Dashboard

Agent Schedule

Late Tickets

Revenue Analytics

Period Comparison

How it's built

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