Návrh automatizace rozvrhového systému směn pro zákaznícké centrum

Ladislav Radoň

Bachelor's thesis

The Design of the Automation of a Staff Scheduling System for a Customer Center

Abstract:

Tato bakalarska prace se zabyva navrhem a implementaci nastroje pro rozvrhovani zamestnancu na smene a prioritizace zpracovani uloh v zakaznickem centru. V teoreticke casti je rozebrana problematika optimalniho vytizeni zamestnancu a dnesni nejznamejsi zpusoby pro efektivni zpracovani front pozadavku. Dale je provedena analyza pozadavku systemu pro oddeleni pro rizeni lidskych zdroju. Prakticka cast prace se venuje navrhu a vyvoji webove aplikace, kde pro uzivatelske rozhrani je pouzit javascriptovy framework React. Klient komunikuje se serverem pomoci aplikacniho rozhrani GraphQL a data jsou ulozena v databazi PostgreSQL. Zaver prace diskutuje o moznostech pouziti aplikace v produkcnim prostredi.

Abstract:

This bachelor thesis deals with the design and implementation of a new tool for real-time shift planning and prioritization of processing tasks in the customer centre. In the theoretical part are discussed methods for improving the distribution of workloads and modern techniques for task routing in queues. Next chapter describes requirements for a new system. In the practical part is described design and development of the new web application, which consists of frontend written in React and GraphQL server backed by PostgreSQL database. The final part is discussing the possibility of deployment to the production environment.

Keywords

Zakaznicke centrum, Workforce management, RTA, React, GraphQL, PostgreSQL

Language used: Czech

Date on which the thesis was submitted / produced: 15. 5. 2019

Thesis defence

Tomas Bata University in Zlín

Faculty of Applied Informatics

Bachelor programme / field:
Engineering Informatics / Information and Control Technologies