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Aplikacija za nadzor nad delom agentov v kontaktnih centrih
BEVK, ALEŠ (Author), Sodnik, Jaka (Mentor) More about this mentor... This link opens in a new window

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Abstract
Diplomsko delo opisuje tehnologijo kontaktnih centrov in razvoj aplikacije za nadzor nad delom agentov. Pri večjih kontaktnih centrih se običajno pojavlja problem človeškega faktorja – visoka dinamika glasnosti in gibanja. Nadzorniki imajo v teh primerih nejasno sliko, saj so tabelarični podatki o organizaciji in stanju agentov v nadzorni aplikaciji prikazani nepregledno. Namen pričujočega diplomskega dela je, prikazati praktično rešitev problema s spletno aplikacijo, v kateri je mogoče izrisati tloris prostora kontaktnega centra skupaj z delovnimi mesti agentov. Z vizualizacijo podatkov in prostora se tako odstranijo moteči dejavniki, kot je gibanje agentov po prostoru oziroma glasnost – slika trenutnega stanja prostora pa je s tem veliko jasnejša.

Language:Slovenian
Keywords:kontaktni center, nadzor, agent, aplikacija
Work type:Undergraduate thesis (m5)
Organization:FE - Faculty of Electrical Engineering
Year:2016
Views:606
Downloads:348
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Secondary language

Language:English
Title:Application for the supervision of work of agents in contact centers
Abstract:
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.

Keywords:contact center, monitoring, agent, application

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