RiverState: A Visual Metaphor Representing Millions of Time-Oriented State Transitions
RiverState: A Visual Metaphor Representing Millions of Time-Oriented State Transitions
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RiverState：代表数百万个面向时间的状态转换的视觉隐喻
DOI：
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发表时间：
2018
期刊：
影响因子：
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通讯作者：
G. A. Smith
中科院分区：
文献类型：
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作者：
Richard C. Roberts;Dylan Rees;R. Laramee;P. Brookes;G. A. Smith
在企业和客户之间建立积极的关系是成功的关键。任何客户互动的结果都可以决定企业未来的赞助。许多行业与客户的唯一互动点是通过联络中心，从销售到投诉，一切都在这里处理。这对联络中心的运营效率和为客户提供的服务水平至关重要。这些客户交互被记录并存档在大型数据库中，但是由于数据的大小和复杂性，进行有洞察力的分析是具有挑战性的。我们提出了一种大规模跟踪客户交互的可视化解决方案。RiverState使用河流的比喻，通过与呼叫中心互动的过程，将呼叫者的集体流动可视化。我们使用具有定制边缘的有限状态转移机来描述数百万个事件和调用者完成其旅程所经历的状态。我们实现了一系列新颖的功能，以提高应用程序的分析质量，并收集领域专家的反馈，以分析和评估软件的使用。
Developing a positive relationship between a business and its customers is vital to success. The outcome of any customer interaction can determine future patronage of the business. Many industry’s only point of interaction with their customers is through a contact centre where everything from sales to complaints are handled. This places tremendous importance on the operational efficiency of the contact centre and the level of care provided to the customers. These customer interactions are recorded and archived in large databases, but undertaking insightful analysis is challenging due to both the size and complexity of the data. We present a visual solution to the tracking of customer interactions at a large scale. RiverState visualises the collective flow of callers through the process of interacting with a contact centre using a river metaphor. We use finite state transition machines with customised edges to depict millions of events and the states callers go through to complete their journey. We implement a range of novel features to enhance the analytical qualities of the application, and collect feedback from domain experts to analyse and evaluate the use of the software.
影响因子：
2.5
作者：
Burch, Michael;Kull, Andreas;Weiskopf, Daniel
通讯作者：
Weiskopf, Daniel