scholarly journals Tecnologies of defining the indicators of call centre

2020 ◽  
pp. 58-67
Author(s):  
Ana Kobiashvili ◽  
◽  
Ketevan Kutateladze ◽  
Nodar Darchiashvili ◽  
◽  
...  
Keyword(s):  
Service Level ◽  
Optimal Number ◽  
Call Centre ◽  
Treatment Service ◽  
Level Indicator ◽  
Call Centres ◽  
Operational Level ◽  
Criteria For Selection ◽  
Selection Of

A great number of calls enter call centres daily. It is difficult to determine the state of the call cenre without evaluation of the indicators of the call centre operational level. In order to control all significant indicators it is necessary to have software, which will allow a real-time monitoring of various data. The paper describes all significant indicators of operational level of the call centre, such as the duration of waiting for the answer; volume of calls; the duration of call treatment; service level indicator; the percentage of those calls, which helped to fix the problem; the quality of conducted services. The assignments of each of them are discussed, definatory formulae and examples of some indicators are given, criteria for selection of an optimal number of call centre operators are analyzed, theoretical and practical assessments of various indicators of calls are conducted and necessary recommendations for improving the performance of a call cenre are formed as well.

Investigating cluster validation metrics for optimal number of clusters determination

2021 ◽  
pp. 1-16
Author(s):  
Aikaterini Karanikola ◽  
Charalampos M. Liapis ◽  
Sotiris Kotsiantis
Keyword(s):  
Real World ◽  
Optimal Number ◽  
Cluster Validation ◽  
Clustering Methods ◽  
Number Of Clusters ◽  
Validity Indices ◽  
Selection Of ◽  
Specific Distance ◽  
Optimal Number Of Clusters

In short, clustering is the process of partitioning a given set of objects into groups containing highly related instances. This relation is determined by a specific distance metric with which the intra-cluster similarity is estimated. Finding an optimal number of such partitions is usually the key step in the entire process, yet a rather difficult one. Selecting an unsuitable number of clusters might lead to incorrect conclusions and, consequently, to wrong decisions: the term “optimal” is quite ambiguous. Furthermore, various inherent characteristics of the datasets, such as clusters that overlap or clusters containing subclusters, will most often increase the level of difficulty of the task. Thus, the methods used to detect similarities and the parameter selection of the partition algorithm have a major impact on the quality of the groups and the identification of their optimal number. Given that each dataset constitutes a rather distinct case, validity indices are indicators introduced to address the problem of selecting such an optimal number of clusters. In this work, an extensive set of well-known validity indices, based on the approach of the so-called relative criteria, are examined comparatively. A total of 26 cluster validation measures were investigated in two distinct case studies: one in real-world and one in artificially generated data. To ensure a certain degree of difficulty, both real-world and generated data were selected to exhibit variations and inhomogeneity. Each of the indices is being deployed under the schemes of 9 different clustering methods, which incorporate 5 different distance metrics. All results are presented in various explanatory forms.

scholarly journals Selection of bull dams in population of Simmental cattle

2009 ◽  
Vol 25 (5-6-1) ◽  
pp. 301-313 ◽  
Author(s):  
V. Pantelic ◽  
Z. Novakovic ◽  
D. Ostojic-Andric
Keyword(s):  
Milk Fat ◽  
Genetic Progress ◽  
Body Development ◽  
Reproduction Traits ◽  
Quality Of Milk ◽  
Fertility Traits ◽  
Main Population ◽  
Criteria For Selection ◽  
Selection Of

Increase of production and improvement of the quality of milk, as well as of the intensity of fertility, are main prerequisites of modern cattle production. For the purpose of production of domestic Simmental bulls it is necessary to select the best cows from main herd. These heads as a rule represent approx. 1% of best cows in the controlled population primary in regard to production of milk and milk fat, but also in regard to body development, udder development and fertility traits. Fertilization of bull dams is done according to adequate system, where, for each dam, annually, bull, previously selected as sire, is determined, whose semen will be used for her insemination. Since the fastest way for selection and genetic progress is sire-son line, the most attention is directed to selection of bull sires. In Serbia, annually, only very few bulls are tested, which is insufficient for realization of greater and faster genetic improvement of production and reproduction traits of Simmental population of cattle. Therefore, centres for artificial insemination often import semen of elite bulls for planned insemination of Simmental bull dams, or borrow young bulls from abroad (waiting bulls) whose semen is used for insemination of main population. In this paper criteria for selection of cows into category of bull dams are presented as well as results relating to milk production, fertility, body development and type score of bull dams of Simmental breed in Central Serbia.

scholarly journals SURGICAL TREATMENT OF TRAPEZIOMETACARPAL OSTEOARTHRITIS (REVIEW)

2018 ◽  
Vol 24 (3) ◽  
pp. 135-144
Author(s):  
L. A. Rodomanova ◽  
I. V. Orlova
Keyword(s):  
Surgical Treatment ◽  
Life Quality ◽  
Pain Syndrome ◽  
Key Factors ◽  
Trapeziometacarpal Joint ◽  
Trapeziometacarpal Osteoarthritis ◽  
Surgical Options ◽  
Criteria For Selection ◽  
Selection Of

 The sellar joint plays a key role in wrist function ensuring thumb contraposition when gripping. Lesions of sellar joint are accompanied by pain syndrome and deformity of the first metacarpal which substantially affects life quality of the patients. The authors carried the analysis of literature dedicated to surgical treatment of degenerative lesions of trapeziometacarpal joint. The present review describes features of joint anatomy and biomechanics, reports the key factors contributing to disease progression, covers various approaches and criteria for selection of surgical options for reconstruction of sellar joint. 

Registration of Diagnoses in the Danish National Registry of Patients

1986 ◽  
Vol 25 (03) ◽  
pp. 158-164 ◽  
Author(s):  
H. J. Jürgensen ◽  
C. Frølund ◽  
J. Gustafsen ◽  
H. Mosbech ◽  
Birgitte Guldhammer ◽  
...  
Keyword(s):  
Medical Records ◽  
Policy Making ◽  
Orthopaedic Surgery ◽  
Primary Diagnosis ◽  
National Registry ◽  
Physical Medicine ◽  
Level Of Agreement ◽  
Criteria For Selection ◽  
Selection Of

SummaryThe data recorded in the National Registry of Hospitalized Patients in Denmark (Landspatient-registeret [LPR]) are based on reports from the somatic departments of hospitals throughout the country. For the purpose of evaluating the quality of these data, information from LPR concerning patient diagnoses was compared with corresponding information in the records from 924 consecutive admissions to the Frederiksborg County Hospital, Hiller0d. The diagnoses in these records were registered and given priority based on predetermined criteria for selection of primary and secondary diagnoses, respectively. For each hospitalized case a total of 4 primary and 4 secondary diagnoses might be registered. In order to show the variation in choice of diagnoses between physicians, all records from the two medical departments and 10% from the remaining departments were revised by two different physicians. In the medical “block” (medical departments B and F, and the departments of physical medicine, paediatrics, and neurology), there was agreement between the two physicians on at least one of the maximally 4 primary diagnoses which could be registered in 92% of the cases (2-digit code). For the surgical “block” (the departments of parenchymal surgery, orthopaedic surgery, gynaecology, and otology), the corresponding figure was 95%. If the two coders were in agreement on at least one primary diagnosis, this was identical with LPR’s primary diagnosis in 76% of the cases in the medical “block” and 85% of the cases in the surgical “block” (2-digit code). However, in the case of 15% of the medical and 7% of the surgical cases, the primary diagnosis, on which the two coders were in agreement, was not recorded at all by LPR (3-digit code).It is to be emphasized that a certain variation between different physicians in their choice of diagnoses cannot be eliminated. In conclusion, the level of agreement between LPR and the study material found in the present study is in general satisfactory if LPR’s function as a basis of information for policy making in the hospital sector is taken into consideration. On the other hand, agreement (especially on medical records) is presumably not good enough in LPR to be used for research purposes.

scholarly journals Problems of Grammar Material Choice in Teaching of English Language

2021 ◽  
Vol 7 (11) ◽  
pp. 320-324
Keyword(s):  
English Language ◽  
English Language Teaching ◽  
Basic Principles ◽  
Training And Education ◽  
Materials Research ◽  
Material Choice ◽  
Criteria For Selection ◽  
Selection Of

Research relevance: this article is considering selection and organization of grammatical materials relevant in English language teaching. Research purpose: at incorrect interpretation of grammatical minimum content, students cannot fully assimilate the simplest and basic phenomena of morphology and syntax. In connection with this, determination of grammatical material quantity and content in a foreign language allows to increase the quality of learning. Research materials and methods: article analyzes differences between basic principles of selection of active and passive grammatical minimums and the criteria for selection of grammatical materials. Research results: there is requirement for teacher to choose a grammatical topic, ideologically relevant for students training and education. Conclusions: choosing a specific topic, students should be able to systematize their training from simple to complex, from simple to complex.

Call-centre work: specific characteristics and the challenges of work organisation

2002 ◽  
Vol 8 (3) ◽  
pp. 456-466 ◽  
Author(s):  
Claudia Weinkopf
Keyword(s):  
Working Conditions ◽  
Work Organisation ◽  
Call Centre ◽  
Call Centres ◽  
Corporate Form ◽  
Flexible Working ◽  
Form Part ◽  
Low Pay ◽  
Modern Form

In recent years call-centres have been, in many countries, one of the fastest growing areas of employment. The services provided by them are as diverse as their corporate form: call-centres may form part of existing companies but they may equally well be new independent serviceproviders. It is frequently asserted that they are invariably a modern form of sweatshop or dark satanic mill, with low pay, poor working conditions and highly flexible working time. In this contribution the characteristics of call-centre work are analysed more closely and it is shown that the quality of jobs is in practice extremely variable. In spite of difficult general conditions, a number of starting points for a better organisation of work and collectively agreed regulation exist.

scholarly journals Digital Copies of Bibliographic Indexes in the Electronic Library(The example of the Russian State Library)

2018 ◽  
Vol 67 (2) ◽  
pp. 157-163 ◽  
Author(s):  
N. S. Maslovskaya
Keyword(s):  
Remote Access ◽  
Digital Content ◽  
Electronic Library ◽  
Digital Format ◽  
Russian State ◽  
Selection Principles ◽  
State Library ◽  
Criteria For Selection ◽  
Selection Of

Digitization of printed publications by libraries is a source of bibliographic information; it provides users with wide accessibility to electronic bibliographic resources. The notion of “digital copies” is considered. The emphasis is focused on digitization of reference and bibliographic publications from the holdings of the Russian State Library (RSL). The main access points for digital copies of bibliographic publications — of local and remote access — are identified. There are determined the basic positions, confirming the importance of the translation of bibliographic indexes into a digital format. The approaches (methods) used by libraries in the selection of publications for digitization are revealed. The principles and criteria of selection of publications for digitization are studied.Based on the studied material, the conclusion is made on the need to develop special criteria for selection applicable specifically to bibliographic publications. Recommendations and proposals for the development of selection principles for bibliographic indexes are given. There are given the options and ways of reflection of digital copies of bibliographic indexes in the electronic catalogue and the e-library of the RSL on the basis of study of the library website. There are analysed the possibilities of access to the content of the electronic library and considered the options for finding and providing users with digital copies. As a result, it is concluded on the necessity to form collections by types of documents in the electronic library.The proposals will contribute to the improvement of the quality of digital content of the electronic library.

scholarly journals Analysing meta-organizations with embedded brokering services performance modelled as a call-centre for supporting dynamic reconfigurability of networked and virtual organizations

2020 ◽  
Vol 48 (4) ◽  
pp. 725-732
Author(s):  
Goran Putnik ◽  
Diana Rodrigues ◽  
Cátia Alves ◽  
Paulo Ávila ◽  
Hélio Castro ◽  
...  
Keyword(s):  
Service Level ◽  
Virtual Organizations ◽  
Call Centre ◽  
Virtual Enterprises ◽  
Traffic Intensity ◽  
Functional Requirements ◽  
Call Centres ◽  
New Type ◽  
And Performance ◽  
High Level

Various companies choose to outsource the delivery of part of their services, so as not to deviate from its core business and improve the service level. This approach leads to a new type of organizations, so-called networked and virtual enterprises, where possibly a great number of companies work together without having direct contact but through a broker, as an intermediary, that streamlines the relationships between them. To enable high level efficiency, as well as some other functional requirements, the meta-organizations and brokering services are conceived as environments and services for networked and virtual enterprises operation and dynamic reconfigurations, representing a model of organizations-of-organizations, as an implementation of one of the Industry 4.0 models and ecosystem for networked and virtual enterprises dynamic reconfiguration. In this paper, the meta-organizations with embedded brokering services, modelled as call centres, are analyzed. Various simulations are presented, based on Erlang's formulas for some of design and performance measures parameters evaluation, such as service level, average waiting time, agent occupancy and service traffic intensity.

ON THE EXPERT’S RIGHT TO BE PRESENT AT LEGAL PROCEEDINGS

2016 ◽  
Vol 15 ◽  
pp. 163-171
Author(s):  
M. G. Shcherbakovskiy
Keyword(s):  
Initial Data ◽  
Legal Proceedings ◽  
Reliable Assessment ◽  
Data Acquiring ◽  
Selection Of

The article discusses the reasonsfor an expert to participate in legal proceedings. The gnoseological reason for that consists of the bad quality of materials subject to examination that renders the examination either completely impossible or compromises objective, reasoned and reliable assessment of the findings. The procedural reason consists ofa proscription for an expert to collect evidence himself or herself. The author investigates into the ways of how an expert can participate in legal proceedings. If the defense invites an expert to participate in the proceedings, then it is recommended that his or her involvement should be in the presence of attesting witnesses and recorded in the protocol. In the course of the legal proceedings an expert has the following tasks: adding initial data, acquiring new initial data, understanding the situation of the incident, acquiring new objects to be studied, including samples for examination. An expert’s participation in legal proceedings differs from the participation of a specialist or an examination on the scene of the incident. The author describes the tasks that an expert solves in the course of legal proceedings, the peculiarities ofan investigation experiment practices, the selection of samples for an examination, inspection, interrogation.

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