1 seestat quick guide seestat quick guide contents 1.the call’s life cyclethe call’s life cycle...
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SEEStat Quick Guide SEEStat Quick Guide
Contents
Contents
1. The Call’s Life Cycle
2. Daily Summaries (using within-day data)
* Time Periods
* Durations
* Instants
3. Time Series Summaries (trajectories over days, or months)
4. Daily Reports (flow charts)
5. General Useful Tools
June, 2010
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SEEStat Quick Guide SEEStat Quick Guide
1. The Call’s Life Cycle
Calls entries
Direct Entry
VRUAnnounceMessage
Service by an Agent
Queue
Direct Entry
VRUAnnounceMessage
Service by an Agent
Queue
Normal exit after
automatic service
Normal exit after
automatic service
Normal exit after agent
serviceAbandon
Abandon
Continued to an
additional Ineraction
Continued to an
additional Ineraction
Normal exit after agent
service
Interaction 1 (first sub_call)
Interaction 2 (second sub_call)
A Customer call constitutes by one or more Interactions. An Interaction starts with the entry of a call to the system or with the completion of a previous interaction. Each interaction ends when the call ends or when a service given by an agent ends. Each interaction is called “sub_call”.
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2. Daily Summaries (using within-day data)
Statistical Analysis → Database Summaries → Select Study → USBank → OK General → Descriptive Statistics
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2. Daily Summaries (using within-day data)
* Time Periods – Select Tables Variables → Options → Select Categories → X Properties
Drawing Arrivals Counts of Summit Service ,on 25,29 and 30 May, 2001 (HW3, Q6)
Select Variable → Arrivals to queue Select Option → Counts Select Category → Summit Select X Properties → Resolution 60:00 Range 6:00-23:00
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2. Daily Summaries (using within-day data)
* Time Periods – Select Dates Months → Days
Drawing Arrivals Counts of Summit Service, on 25,29 and 30 May, 2001 (HW3, Q6)
Select Month → May Days type → Individual days Select Days → 25, 29 and 30
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2. Daily Summaries (using within-day data)
* Time Periods – Output
Drawing Arrivals Counts for Summit Service, on 25, 29 and 30 May 2001
Arrivals to queue, SummitUSBank
0.0
50.0
100.0
150.0
200.0
250.0
300.0
350.0
400.0
450.0
500.0
550.0
600.0
650.0
700.0
750.0
6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Time (Resolution 60 min.)
Num
ber
of c
ases
25.05.2001 29.05.2001 30.05.2001
SEEStat output HW3, Q6 drawing
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2. Daily Summaries (using within-day data)
* Durations – Select Tables Variables → Options → Select Categories → X Properties
Drawing Customer service time distributionfor Retail calls on weekdays, May 2001
Select Variable → Customer service time Select Option → Relative frequencies Select Category → Retail Select Subcategory → Total terminations Select X Properties → Resolution 00:01 Low limit – Minimal value Upper limit – 95%
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2. Daily Summaries (using within-day data)
* Durations – Select Dates Months → Days
Drawing Customer service time distributionfor Retail calls on weekdays, May 2001
Select Months → May Days type → Aggregated days Select Days → Week days
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2. Daily Summaries (using within-day data)
* Durations – Output
Drawing Customer service time distribution for Retail calls on weekdays May 2001
Customer service time, RetailUSBank, May 2001, Week days
0.000
0.100
0.200
0.300
0.400
0.500
0.600
0.700
0.800
0.900
00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00
Time(mm:ss) (Resolution 1 sec.)
Rel
ativ
e fr
equ
enci
es %
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2. Daily Summaries (using within-day data)
* Instants – Select Tables Variables → Options → Select Categories → X Properties
Drawing Number in queue Summit Service ,on 25 May 2001 (HW3, Q4)
Select Variable → Calls in Queue Select Option → Counts Select Category → Summit Select X Properties → Resolution 01:00 Range 6:00-23:00
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2. Daily Summaries (using within-day data)
* Instants – Select Dates Months → Days
Drawing Number in queue Summit Service ,on 25 May 2001 (HW3, Q4)
Select Months → May Days type → Individual days Select Days → 25
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2. Daily Summaries (using within-day data)
* Instants – Output
Drawing Number in queue for Summit Service, on 25 May 2001 (hw3, Q4)
SEEStat output HW3, Q4 drawing
Customers in queue(average), SummitUSBank, 25.05.2001
0.00
5.00
10.00
15.00
20.00
25.00
30.00
06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Time (Resolution 1 min.)
Num
ber o
f cas
es
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2. Daily Summaries (using within-day data)
* Instants – Extension
Two different definitions for “Instant Variables”
X type defined as “Instants” X type defined as “Time Periods ”
Calls in Queue, SummitUSBank, 25.05.2001
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
11:00 12:00 13:00 14:00 15:00 16:00
Time (Resolution 5 min.)
Nu
mb
er
of
ca
se
s
Customers in queue(average), SummitUSBank, 25.05.2001
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
11:00 12:00 13:00 14:00 15:00 16:00
Time (Resolution 5 min.)
Nu
mb
er
of
ca
se
s
Count of Calls in Queue exactly at 15:00:00
Average number of Calls in Queue averaged over all seconds between 14:57:30 to 15:02:30 (5 min. interval)
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3. Time Series Summaries (trajectories over days, or months)
Statistical Analysis → Database Summaries → Select Study → USBank → OK Time Series → Daily Totals
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3. Time Series Summaries (trajectories over days, or months)
– Select TablesVariables → Options → Select Categories
Drawing Abandons rate for Premier Service,in second half 2001
Select Variable → Abandons rate Select Option → Rate Select Category → Premier
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3. Time Series Summaries (trajectories over days, or months)
– Select Dates Months → Days
Drawing Abandons rate for Premier Service,in second half 2001
Select Months → from June 2001 to December 2001 Select Time series type → Aggregated days by months Select Days → Weekdays
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3. Time Series Summaries (trajectories over days, or months)
– Output
Zooming on December 2001 : Abandons rate, PremierUSBank, December2001 Weekend
HolidayShutdow nAbnormal
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
5.50
6.00
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Days
Ra
te
, %
Abandons rate, PremierUSBank, Week days
0.0000.0500.1000.1500.2000.2500.3000.3500.4000.4500.5000.5500.600
Jun-01 Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01
Month
Ra
te, %
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3. Time Series Summaries (trajectories over days, or months) – ExtensionA call constitutes by one or more customer interactions (sub_calls)
EBOUSBank, Week days
0.00
0.25
0.50
0.75
1.00
1.25
1.50
1.75
2.00
2.25
Jun-01 Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01
Month
Ra
te,
%
Abandons proportion Total Abandons proportion (all_sub_calls)
Abandons proportion Total: the abandonment rate of customers waiting for EBO service, calculated only among customers that are on their first interaction.
Abandons proportion (all_sub_calls): the proportion of abandonments in some interaction-queue, out of all segment visits.
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4. Daily ReportsStatistical Analysis → Daily Report → Select Study → USBank → OK
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4. Daily Reports – Aggregated days
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4. Daily Reports – Individual days
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5. General Useful Tools
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