Deepika Garg

RTM – Real-Time Monitoring System

Overview:
Developed a Real-Time Monitoring (RTM) system to display live operational data of customer support agents. The system provides supervisors with a comprehensive, real-time view of agent activities, such as:

• On Call
• On Hold
• On Break
• Working (Available/Idle)

Key Features:

• ✅ Live Agent Status Tracking:
  Utilized WebSocket technology to push real-time updates of agent activities to the monitoring dashboard with minimal latency.
• 🎧 Live Call Monitoring (Barge-In & Listen):
  Integrated WebRTC to allow supervisors to securely:
  Listen to ongoing calls.
  Barge-in to assist or take over calls when required.
• 📊 Dashboard View:
  A dynamic UI that reflects agent statuses and call data live, improving team supervision and decision-making.
• 🔐 Secure Media Stream Handling:
  Ensured secure and stable media stream transmission through WebRTC protocols, adhering to organizational privacy and compliance standards.

Technologies Used:

• Frontend: HTML, CSS, Typescript, Javascript, Angular if applicable)
• Communication Protocols: WebRTC, WebSocket

Impact:

• Enabled supervisors to make informed decisions instantly
• Improved call quality and response time
• Boosted operational efficiency by enabling real-time interventions

Overview:
Designed and developed a scalable Enterprise Cloud Platform (ECP) panel that serves as a unified interface for managing segmented telecom products like SMS, OBD, Missed Call, and Click2Call. The panel enables seamless navigation and product switching using dynamic routing and a component-based layout.

Key Features:

• 🔐 User Authentication & Login Page:
  Developed a secure login system as the entry point to the platform, ensuring authenticated access.
• 📑 Dynamic Page Layout with Sidebar & Topbar:
  Built a reusable layout structure with:
  Sidebar for product navigation
  Topbar for session details and user actions
  Fully responsive design using CSS
• 🌐 Dynamic Routing with Iframe Integration:
  Implemented URL-based routing using Angular and iframe, allowing:
  Modular loading of different product interfaces (SMS, OBD, etc.)
  Navigation via URL parameters and SSID (Session ID) for session control and product identification
• 🔄 Segmented Product Handling:
  Abstracted routing and view rendering to support product-specific dashboards inside iframes, providing a plug-and-play architecture for future products.

Tech Stack:

• Frontend Framework: Angular
• Languages Used: TypeScript, CSS, HTML
• Embedding Logic: Iframe-based page rendering
• Version Control: Git

Impact:

• Simplified user experience through a single access panel for multiple telecom services
• Enabled faster navigation and context-aware routing based on SSID and URL
• Provided a foundation for scalable product onboarding in future releases

• To build Custom Components to support JavaScript/Angular Framework.
• Building Beautiful User Interface using AngularJS Framework.
• Securely Integrate System with APIs.
• Building Complex and Reusable Components in AngularJS.
• Optimize and improve the overall runtime for best practices.
• Building User Interface Using AngularJS.
• Building Complex and Reusable Components in File manager.
• Building User Interface Using LWC.
• Lightning Component with quick action.
• Automation using Workflow and Process-Builders.
• Automation Testing
• Make Report
• Make Fields, Object, Junction Object.
• Test Cases
• Project Title 1: In-House Development, CSL Console
• Project Details: CSL Console is an Application, User can manage Companies Projects, Resources and forecast their Task planning
• Integrations: API Integration, Integrations through Node JS
• Technologies: AngularJS, Node JS
• Project Title 2: In-House - Bancom Website
• Project Details: Providing the service for learners to learn Salesforce, Vlocity, MuleSoft, Sales Cloud, Service Cloud, Health Cloud, Marketing Cloud and many more.
• Role: Angular Developer
• Technology: AngularJS, Node JS
• Project Title 3: File manager
• Project Details: This App is completely based on lightning to maintain folder and files data. Users can put the component on any record detail page and then can manage the files and folders, Manage multiple files under any Salesforce object (standard or custom) record.
• Role: Salesforce Developer
• Technologies: Salesforce
• Project Title 4: Beacon, Pliancy

WhatsApp Bot-
Designed and developed a WhatsApp Bot r using Editor Drawflow. The project allows users to create and manage chatbot conversation flows visually and connect them with WhatsApp messaging logic — enabling dynamic, low-code bot configuration.

Key Features:

• 🧩 Editor (Drag & Drop):
  Integrated Editor Drawflow to enable users to create chatbot logic using a drag-and-drop interface, defining:
  Message triggers
  User responses
  API calls or custom actions
  Conditional logic
• 💬 WhatsApp Bot Integration:
  The backend connects the visual flows to real-time messaging on WhatsApp via a bot engine (library/API not mentioned — can be added).
• 🌐 Dynamic Message Routing:
  Messages are routed based on the visual node structure created in the editor — offering non-technical users the ability to design bot flows.
• 📱 Responsive UI:
  Built using Angular, TypeScript, and CSS, ensuring a clean, responsive design for both desktop and mobile views.
• 📤 Export/Import Flows (if included):
  Enabled saving, exporting, and importing chatbot flows for reusability and faster deployment (optional — let me know if you did this).

Tech Stack:

• Frontend: Angular, TypeScript, CSS
• Flow Editor: Editor Drawflow (customized for chatbot building)
• Version Control: Git

Impact:

• Empowered users to build and deploy chatbots without writing code
• Simplified conversation logic creation via a visual interface
• Reduced development time and improved flexibility for chatbot updates