Abstract
The contact center industry represents a large proportion of many country’s economies. For example, 4% of the entire United States and UK’s working population is employed in this sector. As in most modern industries, contact centers generate gigabytes of operational data that require analysis to provide insight and to improve efficiency. Visualization is a valuable approach to data analysis, enabling trends and correlations to be discovered, particularly when using scatterplots. We present a feature-rich application that visualizes large call center data sets using scatterplots that support millions of points. The application features a scatterplot matrix to provide an overview of the call center data attributes, animation of call start and end times, and utilizes both the CPU and GPU acceleration for processing and filtering. We illustrate the use of the Open Computing Language (OpenCL) to utilize a commodity graphics card for the fast filtering of fields with multiple attributes. We demonstrate the use of the application with millions of call events from a month’s worth of real-world data and report domain expert feedback from our industry partner.
Highlights
Introduction and MotivationThis paper represents an extensive reworking and extension to a previously published conference paper [1]
Two important measures of customer satisfaction are supplied as part of the data set: customer effort score (CES) and net promoter score (NPS)
The NPS is only supplied for a small percentage of the calls (3.7%), involving a post-call survey sent to the customer, and completed by the customer
Summary
This paper represents an extensive reworking and extension to a previously published conference paper [1]. A similar proportion of the adult working population in the United Kingdom is employed by the contact center industry representing 77,000 agent positions across 6200 sites [4]. This is set to increase with a recent survey revealing that 67.8% of contact center operators forecast an uplift in the number of overall interactions [5]. The remaining sections of this paper are as follows: Section 2 details work related to this topic, including call center operations management, hardware acceleration, and scatterplot applications.
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
