Application for call center data analysis

Damjan Klemenčič (2014) Application for call center data analysis. EngD thesis.

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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.

Item Type:

Thesis (EngD thesis)

Keywords:

communication server, agent, dispatcher, CSTA, call, application

Number of Pages:

Language of Content:

Slovenian

Mentor / Comentors:

Name and Surname	ID	Function
viš. pred. dr. Igor Rožanc	278	Mentor

Link to COBISS:

http://www.cobiss.si/scripts/cobiss?command=search&base=51012&select=(ID=1536037827)

Institution:

University of Ljubljana

Department:

Faculty of Computer and Information Science

Item ID:

2778

Date Deposited:

25 Sep 2014 18:02

Last Modified:

14 Nov 2014 10:34

URI:

http://eprints.fri.uni-lj.si/id/eprint/2778

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