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Alexandre Zolotovitski, Ph.D. Dashboard for Statistical Visualization of Client Service Events Photo by Dave Trindade.

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Presentation on theme: "Alexandre Zolotovitski, Ph.D. Dashboard for Statistical Visualization of Client Service Events Photo by Dave Trindade."— Presentation transcript:

1 Alexandre Zolotovitski, Ph.D. alex.zolot@sun.com Dashboard for Statistical Visualization of Client Service Events Photo by Dave Trindade

2 2 2 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, …

3 3 Dashboard for Statistical Visualization of Client Service Events

4 4 Consists 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.

5 5 5 Longitudinal Analysis: Trend Chart TTR = Time-To-Resolve = DateTime(CaseClosed) – DateTime(CaseCreated)

6 6 Cross-Sectional Analysis by Types of Cases: Traditional way To represent 2 (pivot) tables: Freq and TTR (HW Platform) x (Product)

7 7 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.

8 8 8 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, …

9 9 9 Cross-Sectional Analysis –Time Between Events:

10 10 Cross-Sectional Analysis –Time Between Events:

11 11 Cross-Sectional Analysis –Time Between Events: Traditional way to represent 2 (pivot) tables: Freq and TTR (Event x PrevEvent )

12 12 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)

13 13 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.

14 14 Cross-Sectional Analysis – Evolution of Elements

15 15 Dashboard for Statistical Visualization of Client Service Events

16 16


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