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ITS » Undergraduate Theses » Teknik Telekomunikasi - D4
Posted by dee@its.ac.id at 01/10/2013 07:38:53  •  1128 Views


IMPLEMENTASI METODE SINGLE LINKAGE UNTUK MENENTUKAN KINERJA AGENT PADA CALL CENTER BERBASIS ASTERISK FOR JAVA

IMPLEMENTATION SINGLE LINKAGE METHOD TO DETERMINE THE PERFORMANCE OF CALL CENTER AGENTS BASED ON ASTERISK FOR JAVA

Author :
PRIYAMBODO, BENI ILHAM  ( 7207040026 )




ABSTRAK

Keberadaan suatu Call Centre pada tiap-tiap provider telepon sangatlah diperlukan. Hal ini menyangkut kepuasan pelanggan terhadap produk suatu provider. Call Centre sendiri difungsikan agar pelanggan suatu provider telepon bisa berbicara langsung dengan Agent customer service dari operator telepon tersebut. Untuk itu diperlukan suatu kinerja yang baik dari seorang Agent pada Call Centre. Pada tugas akhir ini dibuat suatu sistem Call Centre menggunakan Asterisk berbasis pemrograman Java. Dimana digunakan suatu program Java untuk melakukan monitoring terhadap kinerja Agent. Dari hasil monitoring didapat lalu dilakukan pengelompokan menggunakan dua metode yaitu perhitungan manual dan metode Single Linkage. Pengelompokan menual dilakukan berdasar standarisasi yang telah ditetapkan sedangkan pengelompokan menggunakan metode Single Linkage mengacu pada jarak terdekat antar parameter Agent. Dari hasil pengujian didapatkan bahwa sistem Call Centre untuk menentukan kinerja Agent berbasis Asterisk for Java telah berjalan dengan baik. Waktu eksekusi paling lama yang dibutuhkan untuk menyimpan data monitoring yaitu parameter Login Time dengan rata-rata waktu 2.2 milisekon. Sedangkan untuk waktu eksekusi program clustering manual semakin banyak jumlah Agent maka waktu eksekusi program semakin lama dimana saat dilakukan pengujian terhadap 10 Agent dibutuhkan waktu 352.8 milisekon. Saat proses pengelompokan menggunakan metode manual dan metode Single Linkage terdapat perbedaan dalam hal jumlah Agent dalam cluster anggota pada masingmasing cluster dan waktu eksekusi untuk melakukan cluster. Dalam hal waktu eksekusi metode Single Linkage lebih unggul dengan waktu 184.7 ms dibanding metode manual 352.8 ms dalam mengelompokkan 10 Agent. Dengan mencari nilai variance didapat bahwa cluster yang terbentuk dari metode manual lebih ideal dibanding metode Single Linkage. Dimana nilai variance dari metode manual yaitu 1.4172645672185147 lebih kecil dibanding nilai variance metode Single Linkage yaitu 1.4568698006373213.


ABSTRACT

The existence of a Call Centre on each phone provider is required. This is about customer satisfaction against a product provider. Call Centre functionalized so that a customers own telephone provider can talk directly with Agent customer service From the telephone operator. It required a good performance from a Agent on Call Centre. In this final project created a system Call Centre use Asterisk based programming Java. Where use of a Java program to monitor the performance of Agent. From the results of monitoring and then do the grouping obtained using two methods of manual calculations and Single Linkage method. Grouping menual done based on predefined standards while using the Single Linkage clustering refers to the distance between the nearest Agent parameters. From the test results obtained that the Call Centre system to determine the performance of Asterisk for Java-based agent has been running well. Longest execution time required to store the monitoring data is the parameter Log Time with an average time of 2.2 milliseconds. As for the manual clustering program execution time the more the number of Agents in the execution time of the longer program which when tested against 10 Agent takes 352.8 milliseconds. When the grouping process using manual methods and Single Linkage method there are differences in the number of Agents in a cluster the members in each cluster and the execution time to perform the cluster. In terms of execution time Single Linkage method is superior with a time of 184.7 ms 352.8 ms compared to manual methods in classifying 10 Agent. By seeking the variance obtained that the clusters formed from the manual method is more ideal than the Single Linkage method. Where the value of the variance of the manual method that is smaller than the value 1.4172645672185147 variance Single Linkage method is 1.4568698006373213.



KeywordsCall Centre; Java; Agent; Database; Monitoring; Performance Agent; Single Linkage
 
Subject:  Pelayanan informasi
Contributor
  1. Mike Yuliana, ST, MT
  2. Nur Rosyid Mubtada’I, S. Kom
Date Create: 15/08/2011
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Undergraduate-72001130003297
Collection ID: 72001130003297
Call Number: 006.42 Pri i


Source
Undergraduate Thesis of Telecomunication Engineering, 006.42 Pri i, 2013

Coverage
ITS Community

Rights
Copyright @2013 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




[ Download - Open Access ]

  1.  ITS-Undergraduate-27215-7207040026-Abstract_id.pdf - 178 KB
  2.  ITS-Undergraduate-27215-7207040026-Abstract_en.pdf - 177 KB
  3.  ITS-Undergraduate-27215-7207040026-Conclusion.pdf - 178 KB




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