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Application for call center data analysis

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

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    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: 46
    Language of Content: Slovenian
    Mentor / Comentors:
    Name and SurnameIDFunction
    viš. pred. dr. Igor Rožanc278Mentor
    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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