SENSEI
Monitoring
Simple
Prefilled
Report
Elastic Search
Predicted
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Servizio
LUNA
DECODA
070300_0001.trs
070300_0005.trs
070400_0008.trs
070400_0021.trs
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Scenario 1
Scenario 2
Politeness
of the agent
Ability to understand
the nature of the problem
Politeness
of the operator
Proactivity
of the operator
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
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Collection level
Scenario 1
Scenario 2
Proportion of calls
solved by the operator
Source
of technical compliants
Proportion of problems
sent to a second level
Source
of unresolved problems
Salva