Podrobné záznamy o volání a jejich statistické zpracování

Abstract

The topic of this bachelor thesis is „Call Detail Records and their Statistical Processing“. This work deals with obtaining information from the call detail records and calculation parameters of Call center and its dimensioning. ATECO and Asterisk CDR records are processed and the important statistic data are collected from them. These data can be used for proper development and decision-making businesses. Important information includes the main operating hours, the values of service load during the day and an average length of the call. In order to compute the parameters of the Call center, the Markov models were applied. It makes possible to determine how stable the calculated system is and what level of the quality of service is provided, the traffic parameters are important for the call center optimization. The required number of agents in the Call center can be computed as well and thereby it brings a possibility to adapt the call center to the particular traffic situation. Finally, the comparison of the single-stage Call center to the multi-stage with an Interactive Voice Response (IVR) system is demonstrated, the design is based again on the Markov models.