Cloud Pak for Data

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 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. Extract the contents of the package.
  3. 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.

To use this accelerator on Cloud Pak for Data v2.1.0.0, 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. Extract the contents of the package.
  3. Import the XML file from the Cloud Pak for Data web client. For details, see Importing a data dictionary in the Cloud Pak for Data documentation.

Release Notes

This accelerator has been verified on:

  • Cloud Pak for Data v2.1.0.2
  • 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. All Rights Reserved.
US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.


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