Abstract: In order to ingest data from an arbitrary source in a set of sources, a computer system accesses predefined configuration instructions. Then, the computer system generates a dynamic data-ingestion pipeline that is compatible with a Hadoop file system based on the predefined configuration instructions. This dynamic data-ingestion pipeline includes a modular arrangement of operators from a set of operators that includes: an extraction operator for extracting the data of interest from the source, a converter operator for transforming the data, and a quality-checker operator for checking the transformed data. Moreover, the computer system receives the data from the source. Next, the computer system processes the data using the dynamic data-ingestion pipeline as the data is received without storing the data in memory for the purpose of subsequent ingestion processing.

Abstract: In order to ingest data from an arbitrary source in a set of sources, a computer system accesses predefined configuration instructions. Then, the computer system generates a dynamic data-ingestion pipeline that is compatible with a Hadoop file system based on the predefined configuration instructions. This dynamic data-ingestion pipeline includes a modular arrangement of operators from a set of operators that includes: an extraction operator for extracting the data of interest from the source, a converter operator for transforming the data, and a quality-checker operator for checking the transformed data. Moreover, the computer system receives the data from the source. Next, the computer system processes the data using the dynamic data-ingestion pipeline as the data is received without storing the data in memory for the purpose of subsequent ingestion processing.

Abstract: The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour. Next, the system uses the set of KPIs to display a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives. The system then displays, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs.

Abstract: The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of metrics associated with a performance of one or more customer service representatives. Next, the system calculates a productivity key performance indicator (KPI) from the set of metrics, wherein the productivity KPI includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour for the one or more customer service representatives. The system then outputs the productivity KPI for use in managing the performance of the one or more customer service representatives.