Call Centre DataRepresented using Multiple Telephone Systems
About
Call Centre Visualisations
Using Portus, Ostia developed a bespoke site which monitors call
centre data for a large, financial services organisation. They had:
multiple systems
managing and tracking inbound and outbound calls,
limited views of what
each call centre operator was doing based on the system or systems
they were using.
The company were interested in accessing all of the data from
these systems centrally in normalised fashion. This would give a
broader overview of the areas where there were problems, enabling
them to compare the statistics from these different areas.
Using Portus enabled them to collect this information and visualise it using two interactive D3.JS charts:
A Sunburst Chart
An Area Chart
Demos
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Call Centre Visualisations
Sunburst Chart
A Large
Financial Services Organisation
December
2014
Web Dev,
Service Creation, D3.JS
Skill Group Q Time
Sunburst Chart
We are taking a snapshot of 20 Agents.
Madden Glasgow's numbers
are very high for HoldTime and RingTime, and reasonably low for
TalkTime. This could indicate she is regularly unavailable, or
regularly needs to put people on hold.
Delaney Ross has a very
high TalkTime and HoldTime. This could indicate he is taking
personal calls, while putting existing valid calls on hold.
Yitzchak Faden has calls
metrics which within acceptable ranges, but has a very low count
of calls. This could indicate he has just started with the
company.
Technical Details
The core data is a replication of the ICM test data. The data
is stored in SQL Server, and has been enriched using data maker.
Basic 1:1 web services have been created that expose the
database tables, and logical web services have been created that
return calculated data in XML and/or JSON.
The individual HTML pages use D3.js to render the content. The
sunburst uses xmltoflare.php and the areaChart uses JSON from the
physical services directly.
These are the wait times that occur for the selected skill
groups. It determines this by using the NetSkillGroupQTime field
and the selected SkillGroupTargetID. The minute granularity is
each of the individual data points rendered (there is a 1 second
sample time). The hour granularity is a mean of the values across
the hour in question. The X & Y axis will automatically re-size
based on the data. For example, the data for "Test_Telecoms.SG"
group abruptly ends at 7pm.
Technical Details
The core data is a replication of the ICM test data. The data
is stored in SQL Server, and has been enriched using data maker.
Basic 1:1 web services have been created that expose the
database tables, and logical web services have been created that
return calculated data in XML and/or JSON.
The individual HTML pages use D3.js to render the content. The
sunburst uses xmltoflare.php and the areaChart uses JSON from the
physical services directly.
