User activity investigation of a web CRM system based on the log analysis

Abstract

There are many tools for the analysis of Web system log files based on statistical or web mining methods. However they do not always provide information specific for a given system. In the paper special method for investigation of the activity of web CRM system users is presented. The method has been designed and implemented in the web CRM system at a debt vindication company. There was basic foundation, that analysis should be carried in three time groups, i.e. working days in hours of work, working days beyond hours of work and idle days. Besides, system should make it possible to perform analysis for a chosen employee, position, day, hour and CRM system file. The results of investigation allowed to reveal anomalies in staff activity, what was not possible using common web log analyzer. © Springer-Verlag Berlin Heidelberg 2005.