I built this web portal on my own initiative for the service team at the Directorate of Core Systems of the Public Prosecutor’s Office of Minas Gerais. It began as a copy of the live call monitor, which existed on a single physical screen, so every technician could follow operations from their own desk.

From there it became the team’s central hub, cutting down the tools and pages a technician had to check during a call: real-time status (online, on a call, unavailable, offline), call history, a daily timeline, an offline-time report, a file library, useful phone numbers, user management and iTop ticket templates. The monitor shows who is on a call, works out who is next in the queue and lets each technician highlight their own name to track their turn.

Because I was responsible for the monthly indicators, I started storing call and session data in the portal — which made those reports fast and accurate. The team still uses it today.