Presentation is loading. Please wait.

Presentation is loading. Please wait.

Dashboard for Statistical Visualization of Client Service Events Alex Zolot (Zolotovitski), PhD

Similar presentations


Presentation on theme: "Dashboard for Statistical Visualization of Client Service Events Alex Zolot (Zolotovitski), PhD"— Presentation transcript:

1 Dashboard for Statistical Visualization of Client Service Events Alex Zolot (Zolotovitski), PhD alex.zolot@statvis.com www.StatVis.com

2 www.zolot.uswww.zolot.us www.StatVis.com 2www.StatVis.com 2 Dashboard for Statistical Visualization of Client Service Events The raw data:Creation – Received –First_Contact_SW – First_Contact_HW – Request – Pending – Closed TSC Events: Creation – Received – First_Contact_SW – First_Contact_HW – Request – Comp_Pending – Closed Types: HW Platforms, Products, Geo, Owner, …

3 www.zolot.uswww.zolot.us www.StatVis.com 3www.StatVis.com Case DateTime Event Type Time PrEv Case1T 1 Ev 1 Type 1 0 0 Case1T 2 Ev 3 Type 1 T 2 -T 1 E 1 Case1T 3 Ev 7 Type 1 T 3 -T 2 E 3 Case2T 4 Ev 3 Type 1 0 0 …… Sorted data

4 www.zolot.uswww.zolot.us www.StatVis.com 4www.StatVis.com OLAP dimensions.

5 www.zolot.uswww.zolot.us www.StatVis.com 5www.StatVis.com Dashboard for Statistical Visualization of Client Service Events Consists of three key elements: Run 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.

6 www.zolot.uswww.zolot.us www.StatVis.com 6www.StatVis.com 6 Longitudinal Analysis: Run Chart TTR = Time-To-Resolve = DateTime(CaseClosed) – DateTime(CaseCreated)

7 www.zolot.uswww.zolot.us www.StatVis.com 7www.StatVis.com 7 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, …

8 www.zolot.uswww.zolot.us www.StatVis.com 8www.StatVis.com 8 Cross-Sectional Analysis –Time Between Events:

9 www.zolot.uswww.zolot.us www.StatVis.com 9www.StatVis.com 9 Cross-Sectional Analysis –Time Between Events:

10 www.zolot.uswww.zolot.us www.StatVis.com 10www.StatVis.com 10 Cross-Sectional Analysis –Time Between Events: Traditional way to represent 2 (pivot) tables: Freq and MTBE (Event x PrevEvent ) MTBE

11 www.zolot.uswww.zolot.us www.StatVis.com 11www.StatVis.com 11 Cross-Sectional Analysis –Time Between Events: Variants of possible designs for 2 parameters (Fr and T) 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)

12 www.zolot.uswww.zolot.us www.StatVis.com 12www.StatVis.com 12 Cross-Sectional Analysis –Time Between Events: Flower Bed Chart Data visualization – variants of design Petal direction points to next event, with matching petal-circle color. Circle size ~ frequency. Length of petal ~ time and width of petal ~ frequency.

13 www.zolot.uswww.zolot.us www.StatVis.com 13www.StatVis.com 13 Cross-Sectional Analysis – Tower Charts 1 1 33 7 7 3 3 1 1 Figure 5. Empirical CDF (left) and sorted sequence (right) of TBE = {1, 1, 3, 3, 7}. f(i) = Q( i / N) = ECDF-1(i / N). 3D Towers 3D Towers

14 www.zolot.uswww.zolot.us www.StatVis.com 14www.StatVis.com 14 Cross-Sectional Analysis –Time Between Events: Flower Bed Chart with Tower Petals

15 www.zolot.uswww.zolot.us www.StatVis.com 15www.StatVis.com 15 Cross-Sectional Analysis – Evolution of Elements

16 www.zolot.uswww.zolot.us www.StatVis.com 16www.StatVis.com Cross-Sectional Analysis by Types of Cases: Traditional way To represent 2 (pivot) tables: Freq and TTR (HW Platform) x (Product)

17 www.zolot.uswww.zolot.us www.StatVis.com 17www.StatVis.com 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.

18 www.zolot.uswww.zolot.us www.StatVis.com 18www.StatVis.com Dashboard for Statistical Visualization of Client Service Events

19 www.zolot.uswww.zolot.us www.StatVis.com 19www.StatVis.com

20 Dashboard for Statistical Visualization of Client Service Events Alex Zolot (Zolotovitski), PhD alex.zolot@statvis.com www.StatVis.com


Download ppt "Dashboard for Statistical Visualization of Client Service Events Alex Zolot (Zolotovitski), PhD"

Similar presentations


Ads by Google