Bank Call Centre Queue Management

The assignment requires the development of a call centre management system that tracks and manages waiting calls. The system should have a GUI menu that allows users to add, remove, or update calls in a queue. The program should also calculate and display average wait times and number of calls waiting. The solution involves implementing algorithms for sorting, searching, and queuing, and using object-oriented programming techniques in C++.

Assessed Learning
Outcomes
LO1. Synthesise and implement stacks, linked lists, sorting and
queues.
LO2. Compile and use abstract data types within programs.
LO3. Evaluate algorithms in terms of efficiency and justify the
selection of the most appropriate data structure or algorithm
for a given problem.

This is question 2 and I already sent you the code for this also, the code works fine only
need a GUI menu display data with explanation how the code works
Task 2
A bank has a call centre set up for customers and requires a piece of software to count and
track waiting calls.
The telephone system can only keep 20 calls on hold at any time.
Once a call is made to the bank the following information is logged on a computer and put
into a queue.
 Call number
 Time called
 Queue ID number
The program will initially have no calls in memory. A basic menu screen will allow the user to
perform the following operations: -
1. Add data to the queue.
2. Put call through to operator.
3. Remove call from the queue (customer disconnect).
4. Update queue.
 When a call comes in the data is added to the queue.
 If a call is at the top of the queue then it will be the next one to get a free operator.
 Some calls will be disconnected by the customer before they reach the top of the
queue, your program should allow for this.
On the menu screen you should also display the calls waiting and the time each call has
been waiting.

This information is then to be used to calculate an average number of calls waiting and also
the average wait time for a call to be sent to an operator. This should also be shown on the
screen.
You may add additional functionality to the program if you consider it necessary.
Task 2.1
Discuss the use and implementation of various methods to store data and also discuss the
method you will use to create a working program which is best suited for this problem.
Task 2.2
You must produce a specification for the data structure used. Fully explain how you will
implement the data structure.
Task 2.3
Produce a working program in c++ which creates and uses your chosen algorithm for this
scenario. Each call is to be created as a new memory object using object orientated
techniques
Document and test the program and provide screenshots and a full code listing of your
program.
Include any additional information necessary.
Task 2.4
Evaluate your program and suggest areas for improvement.

Marking Criteria:
Marks will be awarded on the basis of:
Requirements Marks
available
Marks
awarded
Feedback
Task 1 Sorting
Inclusion of 3 sorting algorithms
(5 marks per algorithm)
Explanation of algorithms, test data and use
of C++ language
Evaluation of sorting algorithms used for
different sizes of data sets
(tables of results, graphs, evaluate data)
Additional features
(Additional algorithms, additional testing,
predicting times for sorts using data obtained)
Task 2 Call centre
Task 2.1
Description of Algorithms for sorting
searching and queuing
Task 2.2
Explanation of data structure used.
Task 2.3
Program functionality, code and development
paperwork
Object Orientated techniques used and
explained
Task 2.4
Evaluation of program and possible
15
15
10
10
10
5
10
10
10

improvements
Additional features, GUI design, menu items
and displayed data
5
100

6