{"id":4918,"date":"2023-10-09T10:40:00","date_gmt":"2023-10-09T13:40:00","guid":{"rendered":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/?p=4918"},"modified":"2024-01-19T11:15:08","modified_gmt":"2024-01-19T14:15:08","slug":"modernizacao-do-help-desk-cusco","status":"publish","type":"post","link":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/2023\/10\/09\/modernizacao-do-help-desk-cusco","title":{"rendered":"Moderniza\u00e7\u00e3o do Help Desk Cusco"},"content":{"rendered":"\n<p align=\"justify\">No dia 09\/10, o N\u00facleo de Tecnologia de Informa\u00e7\u00e3o (NTI) lan\u00e7ou a nova vers\u00e3o do sistema de Help Desk Cusco, um portal de chamados e gest\u00e3o de servi\u00e7os utilizado para administrar os fluxos de trabalho e informa\u00e7\u00f5es no campus da UFSM em Cachoeira do Sul.<\/p>\n<p align=\"justify\">O Cusco emprega Processamento de Linguagem Natural (PLN) para determinar o setor respons\u00e1vel, por meio de um algoritmo estat\u00edstico chamado TF-IDF. Isso resulta em treinamento cont\u00ednuo, aprendizado de m\u00e1quina e rapidez na abertura de tickets, sem a necessidade de preencher longos formul\u00e1rios.<\/p>\n<p align=\"justify\">Criado em 2016, o sistema direciona tickets para o NTI, Infraestrutura, Comunica\u00e7\u00e3o, Empr\u00e9stimo e outros setores do campus, abrangendo funcionalidades de Help Desk, Intranet Corporativa, Agenda de Transportes e outros m\u00f3dulos administrativos. At\u00e9 o momento, j\u00e1 foram cadastradas quase 6.000 solicita\u00e7\u00f5es por usu\u00e1rios, otimizando o tempo das equipes de trabalho, o planejamento, a gest\u00e3o e a coordena\u00e7\u00e3o, proporcionando benef\u00edcios para a comunidade acad\u00eamica e, acima de tudo, valorizando a experi\u00eancia dos usu\u00e1rios. Isso porque n\u00e3o basta apenas solicitar o registro de demandas, \u00e9 necess\u00e1rio contar com uma ferramenta eficiente para o controle dos tickets.<\/p>\n<p align=\"justify\">O Cusco tamb\u00e9m oferece o armazenamento e organiza\u00e7\u00e3o de toda a base de conhecimento em cada demanda, proporcionando maturidade e preparo aos servidores respons\u00e1veis pelos atendimentos, por meio da consulta ao banco de informa\u00e7\u00f5es produzido durante as intera\u00e7\u00f5es.<\/p>\n<p align=\"justify\">Entre as novas funcionalidades, destacam-se as seguintes:<\/p>\n<ul>\n<li>Interface renovada;<\/li>\n<li>Dashboard do usu\u00e1rio;<\/li>\n<li>Dashboard administrativo;<\/li>\n<li>Melhor interatividade;<\/li>\n<li>Feedback aprimorado;<\/li>\n<li>Reabertura de tickets;<\/li>\n<li>Avalia\u00e7\u00e3o de chamados;<\/li>\n<li>Aperfei\u00e7oamento da IA.<\/li>\n<\/ul>\n<p align=\"justify\"><b>Acesse o Cusco<\/b> atrav\u00e9s do link <a href=\"https:\/\/cusco.ccsul.ufsm.br\/\" target=\"_blank\" rel=\"noopener\">https:\/\/cusco.ccsul.ufsm.br\/<\/a> e confira as novidades.<\/p>\n<p align=\"justify\">No site do Campus da UFSM Cachoeira do Sul, voc\u00ea tamb\u00e9m pode acessar o <b>Guia R\u00e1pido do Usu\u00e1rio<\/b>, por meio do link: <a href=\"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/servicos\/help-desk-cusco-ufsm-cs\" target=\"_blank\" rel=\"noopener\">https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/servicos\/help-desk-cusco-ufsm-cs<\/a>.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;galleryId&quot;:&quot;6a66ccc707728&quot;}\" data-wp-interactive=\"core\/gallery\" class=\"wp-block-gallery aligncenter has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\"><div class=\"wp-block-image\">\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a66ccc70f8e2&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a66ccc70f8e2\" class=\"aligncenter size-medium 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O Cusco emprega Processamento de Linguagem Natural (PLN) para determinar [&hellip;]<\/p>\n","protected":false},"author":292,"featured_media":5270,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[683],"tags":[689,690,688,687],"class_list":["post-4918","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias-nti","tag-cusco","tag-help-desk","tag-nti","tag-nti-cs"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/posts\/4918","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/users\/292"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/comments?post=4918"}],"version-history":[{"count":0,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/posts\/4918\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/media\/5270"}],"wp:attachment":[{"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/media?parent=4918"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/categories?post=4918"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ufsm.br\/unidades-universitarias\/cachoeira-do-sul\/wp-json\/wp\/v2\/tags?post=4918"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}