Monitoring Call Center Applications with Application Response

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1 Mg App wh App p U Hh App p m mg h pfm f pp, h kp pp by pv b pp h hy f g m. Wh App p, y f pp pmz p m fy bh pfm pbm bf hy mp pvy. App p m h - p m f h pp whh y pv y wh pg m q: h kp pp, m b pp, h. I pv -- ppv f h pv xp ff bkw f p m m, wk m, v m, y fy whh p f h f g pfm pbm. Bf Wh y App p h Hh mp mg h pfm f pp, y hv h fwg bf: 1. Impv h pvy f pv by mg p m fy whh hv h w p m hgh g. F pvy mpvm h hv h g vg h m f wh f v. 2. M h pfm mp f hg y f. 3. Fx pfm pbm bf hy mp pv pvy. S p m hh h w g m wh pfm bg g, wg pbm b fx bf p m h pb v. 4. Dg pfm pbm qky by mg whh gp ff g p pbm h, h wk, h v. 5. Impv py pg by pjg w qpm b h pfm. Impv vy. Sw pfm fm pp w pvy, f m,. U App p fy h w, w wh h hgh g h m wk ff. Th mk hg pmz h h hv h bgg mp pvy. M h Imp f hg. Wh pgg mfyg pp fw ppg f, App p m p m bf f h hg. Th w y m hw mh h hg h g mpv pfm. Wh vpg w, App p p m h h pfm w bf mpmg hm h. Fx fm bm bf vy Sff. T m pvy, y kw b pfm pbm wh pp bf hy y mp p m h gh f h. U App p wh v Hh hh h gg m wh pfm bg g. v Hh my fy IT p wh pfm, hy hv m fy fx pbm bf h pvy f pv gfy ff. Dg fm bm Qky. Wh App p f pfm pbm wh pp, y y m whh h ww h, h wk, h v. Th fm w y qky h ff f y IT ff h ppp. I, App p Hh 5.6.5

2 Mg App wh App p 2 fy whh pbm p, gp,. D-w p pv bhg vg h f h pbm. Wh h fm y vb, IT ff mpv h m m p (MTT) kp y pv pv wh mm p. Impv py g. App p w y m h hp bw h vy v vg p m. A y p xp pp m m, y wh p m m hw h wk ffg pp pfm. By whg h, y p wh y w h pp v wk bwh mm h vy. App p pv h y jfy p xp p f gwh. V 1: Impv vy T mpv h pvy f y ff, App p fy h w, hv h hgh g, g h m wk ff. Exm wh m f p m h, h wk, h v. Wh h fm, pp vp pmz h h w w p. Th g p m w m. Hh ff v p f App p. I, y xp Hh g m p h m h pf f y gz. F xmp, h p Fg 1 w by xpg ASII fm Hh gp T p Mf Ex ph. Th m p pv f fm y--yz fm f qk -mkg. F h m, h mp p hw -by- p m (g b) f h w, Av D. Th y mk y mp h vg p m xp T m Fg 1. A m p g App p D Sph Hh 5.6.5

3 Mg App wh App p 3 by pv h. By g h mp p, y qky h p m f h D ghy w h Av, pg pb wk. Th yw b h p hw h pfm g f h. Thy mk y mp p m wh hh. F xmp, g h mp p v h h f, m, w bw hh, h h, ym, hh; h pfmg w. Hwv, h fh, Q, mh w h hy h b; h m fh vg. T m whh m f h pvy f y pv, k h T f h. U h fm, g wh h h, hp pz pfm pbm. F xmp, Q bh w, b h T hw h Q m f h, Q h b vg f. A Sy: Opmzg fm. Sw I, I., mj pv, Sb mg m v. Th gz mxmz pf by mmzg p m. T v m, S, h mg, h mp wh bh hh. Sh m p m hw hy mp wh h hh, h w fy w h b pmz mpv pfm. A mp f S pfm f h (Av D). Sh w mp p m by,, f w, m h h pvy b mpv. T hv h g, S g h p hw Fg 1. A g h p hw S h w f h m x h hh by gf m, hh, pfmg w. Of h w w, h p h pfm fqy bh. Thf, S gv w py p vg h Q f, hgh fqy f w p m. Th p hw h, wh h w bh, h D v by w p m f h h h Av, h w why. T m b p m f h Q, S w Hh A--G p: f D f Av. Fg 2 hw h A--G p f D. App Sv-Q Fg 2. D A---G p f h Q T Hh 5.6.5

4 Mg App wh App p 4 Th D A--G p h vg p m f h Q f m m f m gf m f wk v m. Wh S mp h p h Av A--G p, h h h Av gp xp m v f v m b wk m. S h, bh, h Q vv my f v h wk, wh v p p. Th D, hwv, hw hgh wk p m h h Av. Wh h fm, S k h pp vp g h Q q v m, php by qg fw p h wk. Sh k h wk m vg w wk f h D ff. Wh h pmz mp, S h A--G p f bh. Th p hw h p m f h Q f h w m, h h vg p m h hh. Th pv bh qky p b mpvm h p m f Q, hy b hv f m. B S w b App p fy h pf f h w w, h m gwk w b h ppp mpv pfm pvy ffvy. T pv. T fh mpv pvy Sw I, S h App p Sv Dvy p hw f m v pv pfmg h hgh wk ff, h v. (f Fg 3.) Th hgh-ff y w p m f h m, hy g h wk, whh ff p m f h pv. Af yg h p, S k h pv why wh hy pfm h hgh-ff. H h v h pv f q Th pfm f g hgh ff. G G f B f B Fg 3. Fg Hgh Tff, Hgh Ug T m wh hy y y m p f h fm. S S b q h q m f fm, h pv hm, h fm h g m f w pv. By g h ff b m v h fm h hy q h g h m f h wk, S w b v m by 5%. Aj Sffg v. S App p hp p ffg v h Sw I. F h, h A--G p k h T Obv h, whh hw h mb f p m v h pf m p. Sh k f p m h by m f h y, y f h wk, wk f h y, b h mb f pfm h. Sh h h fm wh hg m v pv ff vg. F xmp, h fwg h y hw h Fy w h, S h fw pv Fy. q v S q v S X X Hh 5.6.5

5 Mg App wh App p 5 Sv Dvy p Fy w h. m y Q M fm. T m h pfm f h pp g b, S Sw I h m p f b fm. Th mp p Fg 4 f gf pbm wh h Q, wh vg p m f 7 9. Hwv, h p ff fh fm, h hw f xg h hh, gv b h f h pfm pbm. 1 K 5 K m y Q Nwk Sv m y Q m y Q Fg 4. m p Shw Q bm F m -ph pfm fm, S h App p Sv Dvy p. Th p w pg: h f pg mp pfm f h m ( pp), h pg mp pfm h. (Fg 5 hw h f pg f h p.) By xmg h p gy, S k f m, m hg pfm h p vpg pbm, h h bgg x hh m f, h xpg w p m h h. I gph h pv b h f pfm pbm. Q ym K 2. K 3. K 1.7 K 1.9 K K K K K 14.6 K 58.1 M 12.3 K 29.7 M 6. K 21.2 M 3.8 K 3.4 K Fg 5. Sv Dvy p Shw M D p/m. S k h f h, p/m, k f vpg pbm. Eh b hw hw w mg v v. Th p f b h pg f h x h f v v. I h mp p, h b hw h y 1% f x h hh; h pfmg w. Hf f h fh b, hwv, ; 5% f h Q x Hh 5.6.5

6 Mg App wh App p 6 h hh, h hh. Th xpg pfm pbm. Avg p Tm. Th Avg p Tm h hw p m f h m, wh bkw m, wk m, v m. By gg h h, S qky gg p m f h m whh p f h f my b g ww. I h mp p, h Avg p Tm h hw h h f h hv f p m pfmg w. Th fh b, hwv, hw h h Q h w vg p m f 8, m f whh v m. T T. Th T T h hw hw f h w pfm g h pg p. I hp S h v mp f h h fm h p. F xmp, h mp p hw h h ym Q pfm m f. fm pbm wh h w hf hv hgh py h pbm wh m-, b hy w hv g mp pvy. T By. Th T By h hw h mb f mg gg by f h g h pg p. Th m m f h wk ff g by h, whh b w p m. I h mp p, S h h pbm Q g f wk ff. Hwv, h Avg p Tm h h wk m w b v m hgh. Fm h fm, S h h wk h gh bwh mm h ff, h p h h pp v wkg h ff q fm h pp. SA V. Th SA V b k h m b h pfm, wh h w pfmg h p f h. I pv m pp h gph h h p. S h fm h g f h p pfm pbm h. I h mp p, h Q k h bgg pfm pbm, wh 5% f xg hh. fm h Sv Dvy p. Af xmg h p Fg 5, S vg h Q m whh my q h pp v, whh h q h ffy by h v. T h vg, h A--G p xm h mb f mg by, gg by, T, p bv. Th fm w hp h hw f h pp mm wh h pp v g Q. S h k vg f m g wh h Hh p fh bh h Q f wy mpv pfm. pg Mgm. S h h Sv Dvy p wh -v mgm wh hy k f p-- fm b pfm. A wh Hh p, h h App p p g b (y, wky, mhy) my mk h p vb pf g -m, p Wb p, h Hh Wb f. V 2: M h fm Imp f hg Th pfm f h pp b b pb g f hg h fw f. Uxp hg pfm my ff h pvy f ff, g g m f. U App p m p m bf f hg pb v v m xp pfm mpvm. A Sy: Sfw q Upg. Wh Sb pg fw, h IT ff Sw I w hk mp p m ym bf pgg h fw h p ym. F hy h m pfm p h p m f h, xp by m v pv. Th fwg p hw h p m f wh h hh. Hh 5.6.5

7 Mg App wh App p 7 v, h IT ff p h : hy pfm mp f h 48 h h m p g hk p m. Th p hw h p m f h fw pv v. Th IT ff h f f b pgg h p v pfm h pg. Bf pgg h fw h p v, h IT ff pfm h pg v. Th hy pfm mp v 48-h p h m p mp p m bf f h hg. Th g p hw gfy w p m f h fw pg. T vg h f h p m, h IT ff A--G p f h. Th Avg p Obv h hw h bkw f p m, wk, v m. 9K 6K 3K Th h hw h h g b vg p m v m. Th IT ff vw h pg h hy v pm mm w fw fy. Af hy hg pm h V 3: Fx fm bm bf vy Sff T f v f qk p m f h ff wh hp hm, p App p m p m v Hh f pfm hh f m. A pfm bg g, v Hh g m, gvg y m vg h pbm bf y bg mp pvy. A Sy: Sw p Th vy. m v pv Sw I Sb p m q, q, pfm hk. Thy App p m f mp f h pp: m,, ym, Q. F p m wh h pp w pv v m m h y. Sw p m pvy, w, f m. v Am Tgg by Thh. T f p m f m v pv, h IT ff v Hh f f hh f h h pbm pfm g. F xmp, h m pfm h f m vy y m b vy f, hh f fw: Wg wh p m x 2. M m wh p m x 2.5 Mj m wh p m x 3. m wh p m x 3.5 Hh 5.6.5

8 Mg App wh App p 8 Wh pfm pph x hh, v Hh my py h m h v Exp bw, v S gm, -m pg mg h my - IT p. Th g m gv h IT ff h m hy gz, bh, p h pbm bf gf y. F xmp, h fwg mp -m h v Hh wh p m pphg hh. Th -m h ym,, pp v vv. Th fm w h IT ff fy h pbm qky, hy fh vg k ppp. Fm: NHh U S: Thy, Dmb 4, 23 1:28 AM T: Sbj: Am mj p Tm pphg hh; v -p---sv2-a ID: /4/23 1:23: 12/4/23 1:27:59 p Svy f m Hh Ev D: T Sv [Svy]: mj [S Tm]: 12/4/23 1:27:59 [S Tm(UT)]: [Em Nm]: -p---sv2-a [ Mg]: p Tm pphg hh [Th Typ]: p [Vb]: Avg. p Tm [bm S Tm]: 12/4/23 1:23: [bm S Tm(UT)]: Dm h Sp f h bm. Wh v Hh -m m, h - IT ff mmb hk h v S gm h p f h pbm. Th IT ff h fg v S f h f f h pp. Wh qk g h gm, h IT ff m whh m pbm f m gp, v, wk mp. I h, h v S gm hw m f h f h m f h pp, w w v m. B h - m pp f h f f y, h IT ff qky h (Av) hvg b. Wh h pbm f, hy p g h f h pbm, b h x. bm wh f h Q S v ym _Sw h bm wh 2 v m Sv W Sv Fg 6. v S Dgm f App V 4: Dg bm Qky Wh App p g h pfm f y pp, y k f vg f Hh g pb qky pp h pbm. D-w p fy whh h pbm h, h wk, h v, whh h pbm m p pp,, gp. Wh h fm, y qky h ppp IT vg v h, h mp pb. D Dw f D. T h y fm h pv, v Hh h IT ff h h pp xpg pfm pbm, ffg pv h Av ff. Fm h v S gm (hw Fg 6), IT ff mmb gh-k Av w A--G p vg h pbm f m v pv h. Hh 5.6.5

9 Mg App wh App p 9 Q ym v g h m ff by h v ww. S v _Sw h W Sv I h A--G p, h Avg p Obv h hw v p m f h p h, pg pbm h v. -p-s f-p-s gy-p-s -w2k-s 4.31 K 3.87 K 3.61 K 2.15 K K p-s 1.82 K K 3K 2K 1K Th T Obv h f h A--G p hw pg hg pp vy: h bg h m m h h v p m bg. Th pfm pbm mpg h by f Av m v pv w Dm Wh I Aff. Th A--G p hw vg pfm f Av. Fm h A--G p, IT ff mmb w Tp N p f f h Av wh Th Tp N p hw h v p m hgh f m h Av ff. Th fm h IT ff h h pbm y pf b pbm wh h v h v h pp f h Av ff. Nw h h IT ff h f pbm v p m f Av, hy h Hh p p vg h v k f h f h pbm. F xmp, hy Hh p f h v hk f xp wh. Thy A--G p f h pf v whh h Av g k f h f h pbm. Th m g f Hh p mpf bhg pv -- f pp pfm mgm. V 5: Impv py g App p hp y pfm py pg pp y f. Wh h fm, y p h f pg pp v, ym, wk mp pp h v f pfm. B App p f h f h mpg pfm, y p y p bg wh m. Wh y jfy p Hh 5.6.5

10 Mg App wh App p 1 xp, App p pv y bk p y p. A Sy: g f Gwh. Th m v Sw I gwg p 2 w pv h mh v h x y. Th IT ff kw whh wh hy m h pp v m v g, whh h wk w q py pp h wk ff. k f T. T pfm py pg wh App p, h IT ff h gp T p xm vg p m h mb f v m. Th fwg mp p hw h h mb f (g) h m y f h p v wk, h p m () gy h. 8K 6K 4K 2K T m whh h p m h, h wk, h v, h IT ff h gp T p f w h f yp y. Th p v h v p m hv gfy. 5K 4K 4K 3K 3K 2K 2K 1K 1K Th mh, 2 w pv p mh hv h mb f pfm. Th fwg p hw w b y pw p m. Wh h fm, h IT ff m p h pp v py pp h w. Thy w m p m wh f h h f wk py, w. Hh 5.6.5

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