1 SEEStat Quick Guide SEEStat Quick Guide Contents 1.The Call’s Life CycleThe Call’s Life Cycle 2.Daily Summaries (using within-day data)Daily Summaries * Time Periods Time Periods * Durations Durations * Instants Instants 3. Time Series Summaries (trajectories over days, or months)Time Series Summaries 4. Daily Reports (flow charts)Daily Reports 5. General Useful ToolsGeneral Useful Tools June, 2010

2 SEEStat Quick Guide SEEStat Quick Guide 1.The Call’s Life Cycle 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 ”. Back to Contents

3 SEEStat Quick Guide SEEStat Quick Guide 2.Daily Summaries (using within-day data)  Statistical Analysis → Database Summaries → Select Study → USBank → OK  General → Descriptive Statistics Back to Contents

4 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

5 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

6 SEEStat Quick Guide SEEStat Quick Guide 2.Daily Summaries (using within-day data) * Time Periods – Output Drawing Arrivals Counts for Summit Service, on 25, 29 and 30 May 2001 SEEStat output HW3, Q6 drawing Back to Contents

7 SEEStat Quick Guide SEEStat Quick Guide 2.Daily Summaries (using within-day data) * Durations – Select Tables  Variables → Options → Select Categories → X Properties Drawing Customer service time distribution for 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% Back to Contents

8 SEEStat Quick Guide SEEStat Quick Guide 2.Daily Summaries (using within-day data) * Durations – Select Dates  Months → Days Drawing Customer service time distribution for Retail calls on weekdays, May 2001  Select Months → May  Days type → Aggregated days  Select Days → Week days Back to Contents

9 SEEStat Quick Guide SEEStat Quick Guide 2.Daily Summaries (using within-day data) * Durations – Output Drawing Customer service time distribution for Retail calls on weekdays May 2001 Back to Contents

10 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

11 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

12 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

13 SEEStat Quick Guide SEEStat Quick Guide 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” 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) Back to Contents

14 SEEStat Quick Guide SEEStat Quick Guide 3. Time Series Summaries (trajectories over days, or months)  Statistical Analysis → Database Summaries → Select Study → USBank → OK  Time Series → Daily Totals Back to Contents

15 SEEStat Quick Guide SEEStat Quick Guide 3.Time Series Summaries (trajectories over days, or months) – Select Tables Variables → Options → Select Categories Drawing Abandons rate for Premier Service, in second half 2001  Select Variable → Abandons rate  Select Option → Rate  Select Category → Premier Back to Contents

16 SEEStat Quick Guide SEEStat Quick Guide 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 Back to Contents

17 SEEStat Quick Guide SEEStat Quick Guide 3.Time Series Summaries (trajectories over days, or months) – Output Zooming on December 2001: Back to Contents

18 SEEStat Quick Guide SEEStat Quick Guide 3.Time Series Summaries (trajectories over days, or months) – Extension A call constitutes by one or more customer interactions (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. Back to Contents

19 SEEStat Quick Guide SEEStat Quick Guide 4. Daily Reports  Statistical Analysis → Daily Report → Select Study → USBank → OK Back to Contents

20 SEEStat Quick Guide SEEStat Quick Guide 4. Daily Reports – Aggregated days Back to Contents

21 SEEStat Quick Guide SEEStat Quick Guide 4. Daily Reports – Individual days Back to Contents

22 SEEStat Quick Guide SEEStat Quick Guide 5. General Useful Tools Back to Contents