Date post: | 26-Mar-2015 |
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Alexandre Zolotovitski, [email protected]
Dashboard for Statistical Visualization of Client Service Events
Photo by Dave Trindade
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Dashboard for Statistical Visualization of Client Service Events
The raw TSC data:Creation – Received –First_Contact_SW – First_Contact_HW – Request – Pending – Closed
Events: Creation – Received – First_Contact_SW – First_Contact_HW – Request – Comp_Pending – Closed
Types: HW Platforms, Products, Geo, Owner, …
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Dashboard for Statistical Visualization of Client Service Events
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Dashboard for Statistical Visualization of Client Service EventsConsists of three key elements:
• Trend/SPC chart for longitudinal (in time) representation of data • Matrix bar chart for types of cases• Flower bed chart for time between events representation.
The flower bed and matrix bar charts can be plotted for any specific interval of time: week, month, or year.
All features of these three charts are clickable, switching is easy between charts, and drilling down can be done to detailed lists of individual cases. These interactive capabilities facilitate identification of the most business important cases.
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Longitudinal Analysis: Trend Chart
TTR = Time-To-Resolve = DateTime(CaseClosed) – DateTime(CaseCreated)
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Cross-Sectional Analysis by Types of Cases:
Traditional way To represent 2 (pivot) tables: Freq and TTR (HW Platform) x (Product)
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Cross-Sectional Analysis by Types of Cases: Matrix Bar Chart
Width of cuboid is proportional to time and height is proportional to square root of frequency.
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Cross-Sectional Analysis –Time Between Events:
The raw TSC data:Creation – Received –First_Contact_SW – First_Contact_HW – Request – Pending – Closed
Events: Creation – Received – First_Contact_SW – First_Contact_HW – Request – Comp_Pending – Closed
Types: HW Platforms, Products, Geo, Owner, …
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Cross-Sectional Analysis –Time Between Events:
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Cross-Sectional Analysis –Time Between Events:
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Cross-Sectional Analysis –Time Between Events:
• Traditional way to represent 2 (pivot) tables: Freq and TTR (Event x PrevEvent )
Freq
0
20000
40000
60000
80000
100000
R S H Q P C W
Event
Freq
CREATION
RECEIVED
FIRST_CONTACT_SW
FIRST_CONTACT_HW
REQUEST
COMP_PEND
CLOSED
WAREHOUSE_UPDATE
TTR
0
100
200
300
400
500
600
700
800
900
R S H Q P C W
EventTT
R, d
ays
CREATION
RECEIVED
FIRST_CONTACT_SW
FIRST_CONTACT_HW
REQUEST
COMP_PEND
CLOSED
WAREHOUSE_UPDATE
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Cross-Sectional Analysis –Time Between Events: Variants of possible designs
• Area of Circle (“house”) is proportional to frequency of the event.• Width of Petal (arrow, bar) is proportional to frequency of transitions between events.• Length of Petal is proportional to mean time between events.• Color of Petal is the same as color of “To” Circle (“house”)
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Cross-Sectional Analysis –Time Between Events: Flower Bed Chart
Data visualization – variants of designPetal direction points to next event, with matching petal-circle color. Circle size ~ frequency. Length of petal ~ time and width of petal ~ frequency.
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Cross-Sectional Analysis – Evolution of Elements
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Dashboard for Statistical Visualization of Client Service Events
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