Cloud Pak for Data Group

Contact Center Optimization 

Tue August 13, 2019 09:03 AM

Need to improve the productivity of your customer contact center? The Contact Center Optimization accelerator can jump-start your analysis.

What's included?

A structured business glossary of more than 100 cross-industry business terms.

How does it work?

This glossary provides the information architecture that you need to effectively analyze the productivity of your contact center. Your data scientists can use the data associated with this glossary to discover patterns related to:

  • Agent productivity
  • Contact center usage

When you import the accelerator, the terms are added to your business glossary under the Contact Center Optimization category.

A sample of the terms included in the Contact Center Optimization accelerator.

Prerequisites

Required services: To use the industry accelerators, you must install the following service on IBM® Cloud Pak for Data
Service Required for
Watson Knowledge Catalog Importing data governance artifacts, such as business terms and categories. See Installing Watson Knowledge Catalog.

Importing the accelerator

To use this accelerator on Cloud Pak for Data v3.5.0.0, complete the following steps:

  1. Download the contact-center-optimization-industry-accelerator.tar.gz file, which is available on the https://github.com/IBM/Industry-Accelerators repository.
  2. Determine how you want to import the accelerator:
    • If your Cloud Pak for Data user account has Admin privileges, all components can be installed by following these steps:
      1. From a command prompt, run the following command to extract the contents of the package:

        tar -xvf {TARFILENAME}

      2. Run the following command to import the accelerator content into Cloud Pak for Data. When prompted, enter the required information.

        ./import-accelerator.sh

        For a list of all available options, including how to pass arguments to the import script, enter the command:

        ./import-accelerator.sh --help

    • If you would like to pick which components you import, complete the following steps:
      1. Extract the contents of the package.
      2. Import the governance artifacts to Cloud Pak for Data:
        1. Log into the Cloud Pak for Data web client as a user that has the Manage categories permission and the Author governance artifacts permission.
        2. Import the CSV file that defines the categories. The file name should have the following format: accelerator-name-glossary-categories.csv.

          See Managing categories.

        3. Import the CSV file that defines the business terms. The file name should have the following format: accelerator-name-glossary-terms.csv.

          See Managing business terms for the business glossary.

      3. Import the ZIP file that defines the analytics project to Cloud Pak for Data. The file name should have the following format: accelerator-name-analytics-project.zip.

        See Importing a project.


To use this accelerator on Cloud Pak for Data v3.0.1.0, complete the following steps:

  1. Download the contact-center-optimization-industry-accelerator.tar.gz file, which is available on the https://github.com/IBM/Industry-Accelerators repository.
  2. Determine how you want to import the accelerator:
    • If you would like to pick which components you import, complete the same steps, as described above for Cloud Pak for Data v3.5.0.0, to manually import each accelerator component.
    • If your Cloud Pak for Data user account has Admin privileges, all components can be installed by following these steps:
      1. From a command prompt, run the following command to authenticate to Cloud Pak for Data:

        curl -s --output /dev/null -w '%{http_code}' -k -X POST https://{HOSTNAME}/v1/preauth/signin -F username={USERNAME} -F password={PASSWORD} -c auth_cookie.txt

      2. Run the following command to import the TAR.GZ file to Cloud Pak for Data:

        curl -k -X POST https://{HOSTNAME}/zen-watchdog/v1/accelerator -F project_file=@{FILEPATH} -b auth_cookie.txt

        For the {FILEPATH}, use the fully qualified path of the TAR.GZ file that you downloaded.

      3. Run the following command to verify that the import completed successfully:

        curl -k -G -b auth_cookie.txt -X GET https://{HOSTNAME}/zen-watchdog/v1/accelerator/status -d project_id={PROJECT_ID} -d transaction_id={TRANSACTION_ID}

        For the {PROJECT_ID} and {TRANSACTION_ID}, use the IDs that were returned by the preceding command.


To use this accelerator on Cloud Pak for Data v2.5.0.0, complete the following steps:

  1. Download the contact-center-optimization-industry-accelerator.tar.gz file, which is available on the https://github.com/IBM/Industry-Accelerators repository.
  2. Complete the same steps, as described above for Cloud Pak for Data v3.5.0.0, to manually import each accelerator component.

Release Notes

This accelerator has been verified on:

  • Cloud Pak for Data v3.5.0.0
  • Cloud Pak for Data v3.0.1.0
  • Cloud Pak for Data v2.5.0.0

About the developer:

IBM

Licensing

This project contains Sample Materials, provided under license.
Licensed Materials - Property of IBM.
© Copyright IBM Corp. 2019, 2020. All Rights Reserved.
US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.


#governance
#IBM
#CrossIndustry
#IndustryAccelerator
#Featured-area-3

Statistics

0 Favorited
105 Views
0 Files
0 Shares
0 Downloads