title: ÐÐ²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÑÐµÑÐ¾Ð² ÑÐ°Ð±Ð¾ÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ð¿ÑÐ¸ Ð¿Ð¾Ð¼Ð¾ÑÐ¸ QlikView
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Automation of building analytical reports of the call center using QlikView
Creators: name: Ð¡ÐºÐ°Ð»ÐµÐ½ÐºÐ¾, ÐÐºÐ°ÑÐµÑÐ¸Ð½Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2020
Subjects: QlikView
business intelligence
Ð±Ð°Ð·Ñ Ð´Ð°Ð½Ð½ÑÑ
Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ Ð¿Ð°Ð½ÐµÐ»Ñ
Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÐºÐ°
Oracle
ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑ
database
Dashboard
analytics
call center

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸Ð·ÑÑÐµÐ½Ð¸Ñ Business Intelligence ÑÐ¸ÑÑÐµÐ¼Ñ QlikView Ð¸ ÐµÐµ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐµÐ¹ Ð´Ð»Ñ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÑÐµÑÐ¾Ð² ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ°. ÐÑÐ»Ð¸ ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ñ Ð¸ Ð¾Ð¿Ð¸ÑÐ°Ð½Ñ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ ÐºÐ¾Ð¼Ð¿Ð¾Ð½ÐµÐ½ÑÑ ÑÐ¸ÑÑÐµÐ¼Ñ, Ð¼ÐµÑÐ¾Ð´Ñ Ð·Ð°Ð³ÑÑÐ·ÐºÐ¸ Ð´Ð°Ð½Ð½ÑÑ Ð¸ Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ Ð¿Ð°Ð½ÐµÐ»ÐµÐ¹. Ð ÑÐ°Ð±Ð¾ÑÐµ ÑÐ°ÐºÐ¶Ðµ ÑÐ°ÑÐºÑÑÐ²Ð°ÑÑÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ¾Ð². ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¸Ð·ÑÑÐµÐ½Ð½Ð¾Ð¹ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð±ÑÐ»Ð¾ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð¾ ÑÑÐ°Ð½Ð¸Ð»Ð¸ÑÐµ Ð´Ð°Ð½Ð½ÑÑ Ð¸ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÐµ Ð¿Ð°Ð½ÐµÐ»Ð¸ QlikView, Ð¾ÑÑÐ°Ð¶Ð°ÑÑÐ¸Ðµ Ð²ÑÐµ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÐµ Ð¼ÐµÑÑÐ¸ÐºÐ¸ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ°. ÐÐµÑÐ²Ð°Ñ Ð³Ð»Ð°Ð²Ð° ÑÐ°ÑÑÐ¼Ð°ÑÑÐ¸Ð²Ð°ÐµÑ Ð¾Ð±ÑÐ¸Ðµ Ð²Ð¾Ð¿ÑÐ¾ÑÑ Business Intelligence Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð², Ð¿ÑÐ¾Ð²Ð¾Ð´Ð¸Ñ Ð¾Ð±Ð·Ð¾Ñ ÑÑÐ½ÐºÐ°. ÐÐ¾Ð¼Ð¸Ð¼Ð¾ ÑÑÐ¾Ð³Ð¾ Ð² Ð¿ÐµÑÐ²Ð¾Ð¹ Ð³Ð»Ð°Ð²Ðµ ÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÑÑÑÑÑ ÐºÑÐ¸ÑÐµÑÐ¸Ð¸ Ð²ÑÐ±Ð¾ÑÐ° BI-Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð², Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´Ð¸ÑÑÑ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐµÑ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð¿ÑÐ»ÑÑÐ½ÑÑ Ð¿Ð»Ð°ÑÑÐ¾ÑÐ¼. ÐÐ¾ Ð²ÑÐ¾ÑÐ¾Ð¹ Ð³Ð»Ð°Ð²Ðµ Ð¿ÑÐ¾Ð²Ð¾Ð´Ð¸ÑÑÑ Ð¿Ð¾Ð´ÑÐ¾Ð±Ð½Ð¾Ðµ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ QlikView, ÐµÐµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ, ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð° Ð¸ Ð¾ÑÐ»Ð¸ÑÐ¸ÑÐµÐ»ÑÐ½ÑÑ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐµÐ¹. Ð ÑÑÐµÑÑÐµÐ¹ Ð³Ð»Ð°Ð²Ðµ Ð¿ÑÐ¾Ð²Ð¾Ð´Ð¸ÑÑÑ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÑÐµÑÐ¾Ð² ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ°, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¿Ð¾Ð´ÑÐ¾Ð±Ð½Ð¾ ÑÐ°ÑÐºÑÑÐ²Ð°ÑÑÑÑ Ð²ÑÐµ ÑÑÐ°Ð¿Ñ ÐµÐµ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ñ. Ð§ÐµÑÐ²ÐµÑÑÐ°Ñ Ð³Ð»Ð°Ð²Ð° Ð¾Ð¿Ð¸ÑÑÐ²Ð°ÐµÑ Ð¿ÑÐ¾ÑÐµÐ´ÑÑÑ ÑÐµÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ.
description: This graduation project studies the QlikView business intelligence system and its capabilities for creating call center analytic reports. The main components of the system, methods for loading data and building information panels have been considered and described. The paper also reveals the main analytical indicators of call centers. Based on the information studied, a data warehouse and QlikView dashboards that reflect all the necessary call center metrics were developed. The first chapter examines the general issues of Business Intelligence tools and conducts a market survey. In addition, in the first chapter, criteria for selecting BI tools are formulated, a comparative analysis of the three most popular platforms is performed. The second chapter provides a detailed description of the QlikView system, its architecture, functionality and distinctive features. The third chapter describes the architecture of the call center analytical reports building system, and also describes in detail all the stages of its creation. The fourth chapter describes the testing procedure of the developed system.