The Science and Information (SAI) Organization
  • Home
  • About Us
  • Journals
  • Conferences
  • Contact Us

Publication Links

  • IJACSA
  • Author Guidelines
  • Publication Policies
  • Digital Archiving Policy
  • Promote your Publication
  • Metadata Harvesting (OAI2)

IJACSA

  • About the Journal
  • Call for Papers
  • Editorial Board
  • Author Guidelines
  • Submit your Paper
  • Current Issue
  • Archives
  • Indexing
  • Fees/ APC
  • Reviewers
  • Apply as a Reviewer

IJARAI

  • About the Journal
  • Archives
  • Indexing & Archiving

Special Issues

  • Home
  • Archives
  • Proposals
  • Guest Editors
  • SUSAI-EE 2025
  • ICONS-BA 2025
  • IoT-BLOCK 2025

Future of Information and Communication Conference (FICC)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Computing Conference

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Intelligent Systems Conference (IntelliSys)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact

Future Technologies Conference (FTC)

  • Home
  • Call for Papers
  • Submit your Paper/Poster
  • Register
  • Venue
  • Contact
  • Home
  • Call for Papers
  • Editorial Board
  • Guidelines
  • Submit
  • Current Issue
  • Archives
  • Indexing
  • Fees
  • Reviewers
  • Subscribe

DOI: 10.14569/IJACSA.2020.0111127
PDF

Self-Organizing Map based Wallboards to Interpret Sudden Call Hikes in Contact Centers

Author 1: Samaranayaka J. R. A. C. P
Author 2: Prasad Wimalaratne

International Journal of Advanced Computer Science and Applications(IJACSA), Volume 11 Issue 11, 2020.

  • Abstract and Keywords
  • How to Cite this Article
  • {} BibTeX Source

Abstract: In a contact center, it is required to foresee and excavate any disturbance to the daily experiencing call pattern. Abnormal call pattern may be a result of a sudden change in the organization’s external world. Expecting a methodological analysis prior to meet customers’ demand may introduce a delay for queuing customers. It is required a fast and promising method to predict and reasoning any unwilling event. It is not possible to draw conclusions by considering one dimension such as total call count. Total call count may increase in same way due to a failure in any service. Research mainly focusses on reasoning multidimensional events based on historical records. In contrast to traditional wallboards, our approach is capable of clustering and predicting disturbances to the normal call patterns based on historical knowledge by considering many dimensions such as queue statistics of many service queues. Our approach showed improved results over traditional wallboards equipped with 2D or 3D graphs.

Keywords: Multidimensional data; visualization; contact centers; self-organizing map; clustering

Samaranayaka J. R. A. C. P and Prasad Wimalaratne, “Self-Organizing Map based Wallboards to Interpret Sudden Call Hikes in Contact Centers” International Journal of Advanced Computer Science and Applications(IJACSA), 11(11), 2020. http://dx.doi.org/10.14569/IJACSA.2020.0111127

@article{P2020,
title = {Self-Organizing Map based Wallboards to Interpret Sudden Call Hikes in Contact Centers},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2020.0111127},
url = {http://dx.doi.org/10.14569/IJACSA.2020.0111127},
year = {2020},
publisher = {The Science and Information Organization},
volume = {11},
number = {11},
author = {Samaranayaka J. R. A. C. P and Prasad Wimalaratne}
}



Copyright Statement: This is an open access article licensed under a Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, even commercially as long as the original work is properly cited.

IJACSA

Upcoming Conferences

IntelliSys 2025

28-29 August 2025

  • Amsterdam, The Netherlands

Future Technologies Conference 2025

6-7 November 2025

  • Munich, Germany

Healthcare Conference 2026

21-22 May 2026

  • Amsterdam, The Netherlands

Computing Conference 2026

9-10 July 2026

  • London, United Kingdom

IntelliSys 2026

3-4 September 2026

  • Amsterdam, The Netherlands

Computer Vision Conference 2026

15-16 October 2026

  • Berlin, Germany
The Science and Information (SAI) Organization
BACK TO TOP

Computer Science Journal

  • About the Journal
  • Call for Papers
  • Submit Paper
  • Indexing

Our Conferences

  • Computing Conference
  • Intelligent Systems Conference
  • Future Technologies Conference
  • Communication Conference

Help & Support

  • Contact Us
  • About Us
  • Terms and Conditions
  • Privacy Policy

© The Science and Information (SAI) Organization Limited. All rights reserved. Registered in England and Wales. Company Number 8933205. thesai.org