There is no dashboard to monitor call center agent violation data at PT. Infomedia Nusantara causes the monitoring process to be ineffective and inefficient. This article presents a Web-based Information System model to simplify and speed up the presentation of data and information to support the Call Center agent violation monitoring process at PT. Infomedia Nusantara. System development follows the stages in the Waterfall method. The system modeling uses the Unified Modeling Language (UML) object-oriented modeling tools, while the design implementation uses the PHP programming language, by utilizing the CSS Bootstrap framework as a provider of basic interface components on the Web system. The backend system uses a MySQL database. The main functional requirements of the application system were identified, in the form of: authentication of system administrators and team leaders; management of identity data and agent breach data by system administrators; monitoring of violation data as well as advice by the team leader to agents; and presentation of agent violation information. The results of the functional test/validation of the application with Blackbox Testing show that the functional features of the application system have been running according to system requirements.

Link publikasi : http://ojs.stmik-banjarbaru.ac.id/index.php/jutisi/article/view/762/