DocumentCode
2978594
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
fYear
2012
fDate
17-19 Dec. 2012
Firstpage
330
Lastpage
333
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Wavelet Active Media Technology and Information Processing (ICWAMTIP), 2012 International Conference on
Conference_Location
Chengdu
Print_ISBN
978-1-4673-1684-2
Type
conf
DOI
10.1109/ICWAMTIP.2012.6413506
Filename
6413506
Link To Document