Cloud Pak for Data

Contact Center Optimization 

9 days ago

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 95 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

Importing the accelerator

To use this accelerator, complete the following steps:

  1. Download the contact-center-optimization-industry-accelerator.tar.gz file, which is available on the 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.

Additional information

This accelerator has been verified on Cloud Pak for Data v2.1.0.1

About the developer:



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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