Obrada i analiza prometnog opterećenja u svrhu povećanja učinkovitosti pozivnog centra

master's thesis

• Title (english): Processing and analysis of traffic load to increase the efficiency of the call center
• Author: Matea Hrsto
• Mentor: Tomislav Erdelić (mentor)
• Committee member: Marko Matulin (predsjednik povjerenstva)
• Committee member: Štefica Mrvelj (član povjerenstva)
• Committee member: Ivan Cvitić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Intelligent Transport Systems and Logistics); (Department of Intelligent Transport Systems); Zagreb
• Defense date and country: 2024-09-25, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

U ovom radu obrađuju se i analiziraju prikupljeni podaci radi provjere prometnog
opterećenja pozivnog centra odnosno svrha ovog rada je analiza povijesno prikupljenih
podataka iz pozivnog centra radi povećanja učinkovitosti pozivnog centra. Podaci koji su
prikupljeni su: količina primljenih poziva, duljina trajanja poziva, broj aktivnih agenata te
podatak u kojem vremenskom periodu je završen poziv. Dizajnirana je relacijska shema baze
podataka u programu SQL Server Management Studio, u koju su spremljeni podaci. Cilj je
utvrditi u kojem periodu se odvija najveći broj poziva, odnosno kad je prometno opterećenje
pozivnog centra na vrhuncu, kako bi se pronašao način da se smanji prometno opterećenje
pozivnog centra. Nakon analize podataka, dobiveni rezultati prikazani su u web-aplikaciji, a
strojnim modelom predviđeno je buduće prometno opterećenje rada pozivnog centra.

Abstract (english)

In this work, the collected data is processed and analyzed for the purpose of checking the traffic
load of the call center, that is, the purpose of this work is to analyze the historically collected
data from the call center in order to increase the efficiency of the call center. The data collected
are: the number of calls received, the length of the call, the number of active agents and the
information in which time period the call ended. A relational schema of the database was
designed in the program SQL Server Management Studio, in which the data was saved. The
goal is to determine in which period the largest number of calls takes place, that is, when the
traffic load of the call center is at its peak, in order to find a way to reduce the traffic load of
the call center. After the data analysis, the obtained results are presented in the web application,
and the machine model predicts the future traffic load of the call center.

• Keywords: prometno opterećenje; relacijska shema baze podataka; podaci; SQL; web aplikacija; strojno učenje
• Keywords (english): traffic load; relational database schema; data; SQL; web application; machine learning
• Language: croatian
• URN:NBN: urn:nbn:hr:119:380308
• Study programme: Title: Transport; specializations in: Road Transport, Rail Transport, Water Transport, Air Transport, Postal Transport, Information and Communication Traffic, Urban Transport; Course: Road Transport; Study programme type: university; Study level: graduate; Academic / professional title: sveučilišni/a magistar/magistra inženjer/inženjerka prometa (sveučilišni/a magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-12-05 12:37:11