This thesis describes contact center technology and development of agent monitoring application.
Larger contact centers usually face a human-factor problem – higher dynamics of noise volume and movement. Supervisors have unclear overview due to obscure presentation of tabular data regarding organization and agents states.
The goal is to present practical solution to the problem in form of a web application, which allows agent work place representation in a floor plan drawing. Real time data and contact center room visualization eliminates disturbing factors, such as agent movement and noise – current situation overview becomes much clearer.