Agent Service Montoring System Of Call Center

With the development of next-generation call center, call center business is more and more widely, the increased volume of business types, call center agents increasing staff size, how to effectively manage call center agent will become a problem in the call center management. In this context, the companies hope that the call center can provide seating staff management functions, call center agent monitoring system is such a system allows enterprise managers to see at a glance the seating staff of real-time information to facilitate the management of the Agents.Firstly in this paper, the paper introduced the concept of the call center and the function of major modules, then introduced the call center’s history and its development trend. Then introduce the technical characteristics and technical advantages of the technology used by the seating service monitoring system, these technologies, including Silverlight front-end technology, ActiveX controls technology, use socket communication technologies on the web, the.NET development framework; highlights.NET development framework and Silverlight development techniques. Subsequently, in the paper, we analyzed the needs of seating service monitoring system, according to the demand the system is divided into functional sub-modules, divided into server-side modules and front-end modules. First at the design stage, designed the protocol of communication, the protocol provides a number of methods, and events, and the parameters of the message, and the message flow. Then the modules of the monitoring system design and development work, carried out a detailed analysis and interpretation of each sub-module. Detailed test after the completion of the development work on the implementation of the monitoring system, and gives a detailed report of the test to determine if the system has completed the functional goals and performance goals.Finally, the development of the seating service monitoring system are summarized, and the prospect of the next step of the agent monitoring applications.