Title :
A framework of call center service management system based on Pentaho
Author :
Jian-Ming Liao ; Xi-Qiang Zeng
Author_Institution :
Sch. of Comput. Sci. & Eng., Univ. of Electron. Sci. & Technol. of China, Chengdu, China
Abstract :
This paper is aimed to illustrate a framework of the design of call center service management system which is used to help call center´s managers to manage call center´s service level. It introduces the architecture of call center service management system which is based on Pentaho business intelligence Platform, and the key technologies on data analysis, such as OLAP. This framework first integrates call center business analysis and its service system development.
Keywords :
call centres; data mining; OLAP; Pentaho based call center service management system; Pentaho business intelligence platform; call center business analysis; data analysis; service system development; Abstracts; Coordinate measuring machines; Ice; Load modeling; Monitoring; Servers; Call Center; ETL; OLAP; Pentaho; Performance Measurement; Service Management;
Conference_Titel :
Wavelet Active Media Technology and Information Processing (ICWAMTIP), 2012 International Conference on
Conference_Location :
Chengdu
Print_ISBN :
978-1-4673-1684-2
DOI :
10.1109/ICWAMTIP.2012.6413506
