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Title: Desarrollo para la asignación óptima de pausas visuales y descansos en Contact Centers
Author: Suárez Reyes, Antonio
Director: Martínez Munné, Xavier
Tutor: Daradoumis Haralabus, Atanasi  
Others: Universitat Oberta de Catalunya
Keywords: optimization
agile methodologies
visual breaks
contact centers
Issue Date: 8-Jun-2018
Publisher: Universitat Oberta de Catalunya
Abstract: The existence of various non-integrated information systems in Contact Centers, such as the personnel tool for payroll payments, the planning tool or the data repository of the telephony server, is very common. Their integration, in order to compile a Balanced Scorecard, is usually done through spreadsheets manually with the consequent increase in errors and associated times. That is why the purpose of this final degree project is to transform this interpretation by that of a differentiating element by automating its allocation in an optimal way with respect to the expected call curve. For these purposes, considering the widespread use of office tools, the development of the aforementioned functionality in that environment is proposed through the use of agile methodologies. As a result, the greater adequacy of the volume of personnel on the platform with respect to that needed to handle incoming calls will result in a greater achievement of the service levels of targeted services.
Language: Spanish
Appears in Collections:Bachelor thesis, research projects, etc.

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