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Bc. Martin Šesták

Master's thesis

Gamifikační prvky v aplikaci ALVAO Service Desk

Gamification elements in ALVAO Service Desk application
Abstract:
The goal of this thesis is to design and implement gamification mechanism for system ALVAO Service Desk, which motivates solvers to better fulfill selected KPIs. Selected KPIs are response time, resolution time and customer feedback. The first two chapters deal with the concept of gamification and a detailed description of this issue. The third chapter focuses on the introduction of ALVAO, its products …more
Abstract:
Cieľom práce je navrhnúť a implementovať gamifikačný mechanizmus systému ALVAO Service Desk, motivujúci riešiteľov k lepšiemu plneniu vybraných KPI. Vybrané KPI sú doba do prvej reakcie, doba do vyriešenia a hodnotenie riešenia požiadaviek. Prvé dve kapitoly práce sa venujú predstaveniu pojmu gamifikácia a detailným popisom tejto problematiky. Tretia kapitola sa venuje predstaveniu firmy ALVAO, jej …more
 

Keywords

gamifikácia motivácia typológia hráčov ALVAO Service Desk webová aplikácia gamification motivation player typology web application
 
Language used: Slovak
Date on which the thesis was submitted / produced: 21. 5. 2018
Identifier: https://is.muni.cz/th/ilrx7/

Thesis defence

  • Date of defence: 21. 6. 2018
  • Supervisor: Ing. Aleš Studený
  • Reader: Ing. Leonard Walletzký, Ph.D.

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Institution archiving the thesis and making it accessible: Masarykova univerzita, Fakulta informatiky
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Masaryk University

Faculty of Informatics

Master programme / field:
Applied Informatics / Service Science, Management and Engineering

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