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A resident-facing government agency was operating with reporting it couldn't trust, dashboards that existed, but couldn't be validated. Armely replaced an underperforming vendor solution with a live Power BI DirectQuery wallboard built on Amazon Connect and Snowflake, eliminating data refresh lag entirely and giving su...
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Copyright 2026 Armely LLC. All Rights Reserved. | www.armely.com Page 1 How a Government Services Agency Achieved Live Call Center Visibility A government services agency operating a multi - queue Amazon Connect contact center had an existing reporting solution but confidence inithad eroded.
The data existed. The dashboards existed.
What was missing was accuracy and accountability Several challenges had accumulated: • Dashboard metrics could not be independently validated against source data • Known data quality issues remained unresolved across reporting cycles • Documentation was insufficient to support staff transitions or audit inquiries • Real - time queue and agent visibility was unavailable to supervisors • Support requests went unanswered or unresolved beyond agreed timelines Armely Changed that. 4 vendor pain points identified and addressed in delivery 0 sec data refresh lag ? live DirectQuery vs. incumbent batch reporting 3 Service queues monitored independently in real time 100% of metrics documented with business definitions and validation queries Project Snapshot Client Public Sector Government Services Agency ?
Resident - Facing Operations Industry Government Services Services Data Architecture Design ? Power BI DirectQuery Development ?
DAX Engineering ? Technical Documentation ?
Architecture Advisory Tech Stack Amazon Connect ? Snowflake ?
Power BI DirectQuery ?