| The name of the base system (platform): | QlikView |
| Developers: | 1C: The first BIT (earlier 1C: Accounting and Trade) |
| Last Release Date: | September, 2013 |
| Technology: | BI, Call centers |
Specialists of the First BIT provided in the fall of 2013 of the general public the analytical system of bits.BI.CallCenter. The solution is focused on satisfaction of individual needs of the companies in the organization and job evaluation of call centers. A system is created on the QlikView platform.
Bits.BI.CallCenter allows to analyze load of telephone lines, employees, to plan changes. Seius the help it is possible to identify the most successful workers and to precisely calculate their remuneration.
In a system indicators of efficiency evaluation of the entering and outgoing calls visually are reflected:
- percent of calls with the answer during time according to the service level,
- percent of lost calls,
- percent of the redirected calls,
- percent of complete calls,
- average speed of the answer,
- maximum delay with the answer,
- average time of a conversation,
- efficiency coefficient,
- the average time after which subscribers hang up receivers, without having waited for the answer,
- monetary costs for one call,
- level of load of the operator,
- percent of the processed productive contacts.
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