Aplikacija za analizo podatkov klicnega centra

KLEMENČIČ, DAMJAN (author), Rožanc, Igor (mentor)

Diplomska naloga opisuje načrtovanje in razvoj namizne aplikacije CTI Server, ki je uporabna v klicnih in dipečerskih centrih, kjer imajo komunikacijski strežnik (telefonsko centralo) Siemens. Aplikacija zbira podatke, ki jih pošilja komunikacijski strežnik, in jih shranjuje v podatkovno bazo za kasnejšo obdelavo. Prikazuje tudi trenutno stanje agentov in telefonskih povezav ter zgodovino klicev in odjav agentov za določeno časovno obdobje. Aplikacija lahko s podatki, ki jih pridobi od komunikacijskega strežnika, učinkovito pripomore k organizaciji in nadzoru dela ter oddajanju poročil v klicnem ali dispečerskem centru. Kljub temu, da aplikacija že deluje, ima še vedno nekaj možnosti za nadalnji razvoj.

• Language: Slovenian
• Keywords: komunikacijski server, agent, dispečer, CSTA, klic, aplikacija
• Work type: Bachelor thesis/paper
• Organization: FRI - Faculty of Computer and Information Science
• Year: 2014
• PID: 20.500.12556/RUL-29601
• Publication date in RUL: 29.09.2014

Secondary language

• Language: English
• Title: Application for call center data analysis

Abstract

Graduation thesis describes the planning and design of desktop application CTI Server that is used in call and dispatch centers, where they have communication server (PBX) Siemens. Application collects data that is sent from communication server and stores them in data base for subsequent processing. It also displays current status of agents and telephony connections, call history and agent logs for a certain period of time. With the data obtained from communication server the application can effectively contributes to the organization and work supervision and reports emission in call or dispatch center. Despite the fact that application is already operational still has some possibilities for further development.

• Keywords: communication server, agent, dispatcher, CSTA, call, application