Success Story

Improved Call Handling

Sun Microsystems, UK, used Visual Mining NetCharts Applets to "provide online dynamic graphing facilities via the Web server to our customers. Examples of this are as follows:

"We plot the response and performance of call handling times on the Web—for our customers to access and read."

Visual Mining solutions "enabled us to fully automate the graph production and therefore removed the manual intervention, which not only slowed the process down, but has cost a great deal of resource."

"We plot the performance of employees: the staff completes a Web based questionnaire, which generates a score. His/her manager then does the same based upon his/her perception of the employee performance. "

Visual Mining solutions are "then used via a CGI, which analyzes the scores and plots the differences and the areas for improvement. Again, this has allowed a process, which was paper based, to be automated and put on-line plus it is on the web and staff finds it more fun to use."