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) Rupdo0Rgho/Dqjxdjhdqg7Rroviru'Hvljq$Jhqw V6Fhqdulrvlq&Doo &Hqwhu6/Vwhpv

This document discusses a project to develop a formal modeling language, tools, and environment for designing call center scripts. It introduces a Petri net-based model called "script-net" to formally represent scripts and the logical structure of a call center. The model allows representation of scripts, agent communication, exception handling, and time constraints. An iconic visual language is also outlined for script specification, with semantics based on script-nets. Examples of typical call center scripts are presented to illustrate the proposed tools.

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Karan Madaan
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0% found this document useful (0 votes)
72 views9 pages

) Rupdo0Rgho/Dqjxdjhdqg7Rroviru'Hvljq$Jhqw V6Fhqdulrvlq&Doo &Hqwhu6/Vwhpv

This document discusses a project to develop a formal modeling language, tools, and environment for designing call center scripts. It introduces a Petri net-based model called "script-net" to formally represent scripts and the logical structure of a call center. The model allows representation of scripts, agent communication, exception handling, and time constraints. An iconic visual language is also outlined for script specification, with semantics based on script-nets. Examples of typical call center scripts are presented to illustrate the proposed tools.

Uploaded by

Karan Madaan
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Proceedings of the 32nd Hawaii International Conference on System Sciences - 1999

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