Aplikacija za nadzor nad delom agentov v kontaktnih centrih

BEVK, ALEŠ (author), Sodnik, Jaka (mentor)

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
• Organization: FE - Faculty of Electrical Engineering
• Year: 2016
• PID: 20.500.12556/RUL-83210
• Publication date in RUL: 07.06.2016

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