Currently there are not many Analytic systems widely used in the world. Analytic systems, like Analyst Notebook, iBridge and similar are well known. Unfortunately these systems are quite complicated and expensive. It takes a lot of time and money to train company workers to use these systems. Small companies are not capable to do their. So, naturally there comes demand on more simple and more expensive systems. The main objective of this project is to create low complicated small-medium size analytic system, more concrete, – call records analysis system, which include main features of large analytic systems and also avoids their’s defects. There was made an analysis of existing analytic software and customer needs in this work. In these days computer analysis usage is growing extremely fast, so naturally it increases needs to use such data into databases, transferring, standardization and so on. Sustaining these models there was evolved an idea of object oriented call records analysis model.

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Staff motivation in a contact centre environment was analysed from the perspective of Herzberg's Motivation- Hygiene theory in the present study using survey data from seven contact centres in the Kwa-Zulu Natal region. The study investigates the relationship between intrinsic and extrinsic motivation factors and the extent of the existence of equity factors in the and the relationship between intrinsic and extrinsic motivation factors with equity factors in the South African environment, specifically favouritism, discrimination and consistency. The findings confirm that contact centre agents need to be highly skilled and adequately supported by management in order to fulfil the significant role that they play in an organisation. The support required goes further than technical skill and training but moves into the emotional well being of the agent. The emphasis shifts from the agent providing a service to the customers and the organisation and moves from the organisation providing its agents with the recognition and incentives to motivate them to strive for their very best at their jobs. / Thesis (MBA)-University of Natal, 2003.

The investigation of a species’ repertoire and the contexts in which different calls are used is central to understanding vocal communication among animals. Beluga whale, Delphinapterus leucas, calls were classified and described in association with behaviours, from recordings collected in the Churchill River, Manitoba, during the summers of 2006-2008. Calls were subjectively classified based on sound and visual analysis into whistles (64.2% of total calls; 22 call types), pulsed or noisy calls (25.9%; 15 call types), and combined calls (9.9%; seven types). A hierarchical cluster analysis, using six call measurements as variables, separated whistles into 12 groups and results were compared to subjective classification. Beluga calls associated with social interactions, travelling, feeding, and interactions with the boat were described. Call type percentages, relative proportions of different whistle contours (shapes), average frequency, and call duration varied with behaviour. Generally, higher percentages of whistles, more broadband pulsed and noisy calls, and shorter calls (<0.49s) were produced during behaviours associated with higher levels of activity and/or apparent arousal. Information on call types, call characteristics, and behavioural context of calls can be used for automated detection and classification methods and in future studies on call meaning and function.

Based on a multimodal approach combining elements of ethnographic participant/observer methodology, rhetorical genre analysis, and corpus analysis, this study examines trouble ticket discourse as a genre of digital communication (IText), interpreting the findings through the lens of 18 months the author spent working in the environment.Trouble tickets are the basic form of documentation used in call centers. They record details of all actions and interactions in the call center environment that is the setting for this study. One section employs the Ethnography of Communication as a foundational model to provide a rich description of both text and environment. Trouble ticket text is written in a fragmentary style which internal and external audiences alike find difficult to process.The rhetorical moves analysis (Swales 1990) uses the rich description as a basis for interpreting and explaining its findings. Key findings are that trouble tickets are rhetorical, and that they seamlessly incorporate actions by the automated system into the human rhetoric. The corpus analysis builds on both the rich description and rhetorical moves analysis, finding that trouble tickets use grammatical structures differently than traditional spoken and written communication.This study concludes that trouble tickets are used simultaneously for direct and archival communication, are collaboratively concatenative in generation and that a new model is required for understanding the variation between speech, writing and IText. / Department of English

The Common River Frog Amietia quecketti is a well-known and widely distributed species in southern Africa. Despite the fact that it is a common species and quite prevalent in urban areas little is known about its behaviour. The North-West University Botanical Gardens was selected as study area as it supports a healthy population of Common River Frogs at a series of 18 water bodies. Each pond in the Garden was assigned a reference number and the surface area, depth and vegetation were noted. Frogs were located with the aid of strong flashlights. Specimens were caught by hand and transferred to clear plastic bags. Frogs were sexed and their mass and their snout-vent length (SVL) were determined. Frogs were subsequently individually marked by means of injecting a micro-transponder (pit-tag) subcutaneously. Field observations were conducted over two consecutive evenings every two weeks for a period of one year. On the first night all sites were visited and all frogs were scanned and their position, orientation and activity were noted. During the second night focus was on Pond 6 as it sustained the biggest population. Observation started at 19:15 and continued until 02:30. All frogs in and around the pond were scanned and detailed notes were taken, focusing on their orientation, behaviour, calling activity and distance to the nearest other frog. Results showed that limited movement between ponds in the Garden does occur. A number of individuals were recorded regularly. Some males had preferred call sites, and clear circadian and seasonal patterns with regards to males and females exist. The complex call structure consist of a chuck and a whine and then a combination of the two. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2013

The Common River Frog Amietia quecketti is a well-known and widely distributed species in southern Africa. Despite the fact that it is a common species and quite prevalent in urban areas little is known about its behaviour. The North-West University Botanical Gardens was selected as study area as it supports a healthy population of Common River Frogs at a series of 18 water bodies. Each pond in the Garden was assigned a reference number and the surface area, depth and vegetation were noted. Frogs were located with the aid of strong flashlights. Specimens were caught by hand and transferred to clear plastic bags. Frogs were sexed and their mass and their snout-vent length (SVL) were determined. Frogs were subsequently individually marked by means of injecting a micro-transponder (pit-tag) subcutaneously. Field observations were conducted over two consecutive evenings every two weeks for a period of one year. On the first night all sites were visited and all frogs were scanned and their position, orientation and activity were noted. During the second night focus was on Pond 6 as it sustained the biggest population. Observation started at 19:15 and continued until 02:30. All frogs in and around the pond were scanned and detailed notes were taken, focusing on their orientation, behaviour, calling activity and distance to the nearest other frog. Results showed that limited movement between ponds in the Garden does occur. A number of individuals were recorded regularly. Some males had preferred call sites, and clear circadian and seasonal patterns with regards to males and females exist. The complex call structure consist of a chuck and a whine and then a combination of the two. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2013

The thesis evaluates mobility based on mobile phone positions. The aim is to develop and assess different methods for travel demand estimation based on CDR data. Besides this estimation location data in cellular data is explained in more detail and a previous work based on mobile phone data and travel demand estimation is reviewed. The different methods of travel time estimation include both static and dynamic estimation. The static travel demand estimation evaluates movements in the city based on predefined time periods, whereas the dynamic estimations are based on different definitions of a trip. A trip can be defined as movements between important places, or just simply count a trip between each position, or a filtering of active states to create more accurate origin-destination matrices. The second part of the thesis includes evaluation of travel time based on CDR data before the final conclusions are drawn. The main finding of the thesis is that it is possible to assess mobility in a city based on CDR data, even if there are no validation data available.

Thesis (M.Comm. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

The research reported on in this thesis forms part of the foundation of a bigger research project in which an attempt is made to provide better, faster and more efficient feedback on student writing. The introduction presents the localised and international context of the study, and discusses some of the problems experienced with feedback practice in general. The introduction also gives a preview of the intended practical implementation of the research reported on in this thesis. From there on, the thesis is presented in article form with each article investigating and answering a part of two main guiding questions. These questions are: 1. Does feedback on student writing work? 2. How can feedback on student writing be implemented as effectively as possible? The abstracts for the five individual articles are as follows: Article 1 Article 1 presents a rubric for the evaluation of Computer-Assisted Language Learning (CALL) software based on international recommendations for effective CALL. The rubric is presented after a brief overview of the pedagogical and implementation fundamentals of CALL, and a discussion of what needs to be included in a needs analysis for CALL evaluation. It is then illustrated how the evaluation criteria in the rubric can be used in the design of a new CALL system. Article 2 Providing feedback on student writing is a much-debated topic. One group of researchers argues that it is ineffective and another group remains convinced that it is effective, while at ground level teachers and lecturers simply carry on “marking” texts. The author of this article contends that both arguments have valid contributions to make and uses the arguments both for and against feedback to create a checklist for effective feedback practice. Adhering to this checklist should counter most of the arguments against feedback while supporting and improving the positive arguments in favour of feedback. Article 3 This article reports on an experiment which tested how effectively standardised feedback could be used when marking L2 student writing. The experiment was conducted using a custom-programmed software tool and a set of standardised feedback comments. The results of the experiment prove that standardised feedback can be used consistently and effectively to a degree, even though some refinements are still needed. Using standardised feedback in a standard marking environment can assist markers in raising their awareness of errors and in more accurately identifying where students lack knowledge. With some refinements, it may also be possible to speed up the marking process. Article 4 This article describes an experiment in which Boolean feedback (a kind of checklist) was used to provide feedback on the paragraph structures of first-year students in an academic literacy course. The major problems with feedback on L2 writing are introduced and it is established why a focus on paragraph structures in particular is of importance. The experiment conducted was a two-draft assignment in which three different kinds of feedback (technique A: handwritten comments; technique B: consciousness raising through generalised Boolean feedback; and technique C: specific Boolean feedback) were presented to three different groups of students. The results indicate that specific Boolean feedback is more effective than the other two techniques, partly because a higher proportion of the instances of negative feedback on the first draft were corrected in the second draft (improvements), but more importantly because in the revision a much lower number of changes to the text resulted in negative feedback on the second draft (regressions). For non-specific feedback, almost as many regressions occurred as improvements. In combination with automatic analytical techniques made possible with software, the results from this study make a case for using such checklists to give feedback on student writing. Article 5 This article describes an experiment in which a series of statements, answerable simply with yes or no (labelled Boolean feedback), were used to provide feedback on the introductions, conclusions and paragraph structures of student texts. A write-rewrite assignment (the same structure as in article 4) was used and the quality of the student revisions was evaluated. The results indicate that the students who received Boolean feedback showed greater improvement and fewer regressions than students who received feedback using the traditional method. The conclusion provides a brief summary as well as a preview of the immense future research possibilities made possible by this project. / Thesis (Ph.D. (English))--North-West University, Potchefstroom Campus, 2011.