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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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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Statistical Analysis → Database Summaries → Select Study → USBank → OK General → Descriptive Statistics

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* 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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* 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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* 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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* 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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* 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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* 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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* 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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* 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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* 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


Num

ber o

f cas

es

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* 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


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


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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Statistical Analysis → Database Summaries → Select Study → USBank → OK Time Series → Daily Totals

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– 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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– 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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– 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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1 SEEStat Quick Guide SEEStat Quick Guide Contents 1.The Call’s Life CycleThe Call’s Life Cycle...

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