DataMOCCA
DATA MOdel for Call Center Analysis
Volume 3.2
SEEStat Guide II – Advanced User
(Including Creating User-Defined Variables and Summary Tables)
Draft
Mr Michael Reich
Mr Pablo Liberman
Dr Valery Trofimov
Professor Paul D. Feigin
Professor Avishai Mandelbaum
Created: March 2005
Last Revised: July 2008
DataMOCCA
DATA MOdel for Call Center Analysis
The DataMOCCA Project is an initiative of researchers from the Technion—Israel
Institute of Technology and The Wharton School—University of Pennsylvania. The
mission of the project is to collect, pre-process, organize and analyze data from
Telephone Call/Contact Centers. The raw data obtained are call-by-call records of at
least one year’s duration from active Call Centers. Among the goals of the project are
the development and distribution of Call Center databases, using a uniform schema.
The data repository created, together with software tools, will be accessible through the
world-wide-web and provide a resource for researchers and teachers of Service
Engineering, Science and Management.
List of Documents
Volume
Title
Revision Date
1
Model Description and Introduction to User Interface
July 29, 2006
2
Summary Tables Variable Definitions
August, 2006
3.1
SEEStat Guide I – Beginning User
to be completed
3.2
SEEStat Guide II – Advanced User
July, 2008
3.3
SEEStat Guide III – Data Extraction Facility
to be completed
4.1
The Call Center of a “US Bank"
November 2, 2006
4.2
The Call Center of “IL Telecom"
November 2, 2006
4.3
Empirical Analysis of a Call Center in an Israeli
Commercial Company
July, 2009
4.4
Empirical Analysis of a Call Center
August, 2009
5.1
Skills-Based-Routing in a US Bank
February, 2008
6.1
Empirical Analysis of Little's law using Data from the
Call Center of US Bank
May, 2010
6.2
Implementing the Offered-Load in SEEStat
May, 2011
For more information concerning access to the database and materials please contact:
Professor Avishai Mandelbaum: [email protected]
Contents
1. Introduction............................................................................................................4
2. The concept of Variables in SEEStat.....................................................................6
3. Getting Started .......................................................................................................7
4. Producing variable’s definitions ............................................................................9
4.1 Time Periods variables ....................................................................................9
4.1.First Step: Defining the Summary Table .........................................................9
4.1.Second Step: Choosing Input Table...............................................................11
4.1.Third Step: Choosing Input Fields ................................................................12
4.1.Fourth Step: Defining Table Fields ...............................................................15
4.1.Fifth Step: Defining Table Variables.............................................................17
4.1.Sixth Step: General Setup ..............................................................................20
4.1.Seventh Step: Saving the Table ......................................................................21
4.2. Instants ..........................................................................................................22
4.2.First Step: Defining the Summary Table .......................................................22
4.2.Second Step: Choosing Input Table...............................................................24
4.2.Third Step: Choosing Input Fields ................................................................25
4.2.Fourth Step: Defining Table Fields ...............................................................28
4.2.Fifth Step: Defining Table Variables.............................................................29
4.2.Sixth Step: General Setup ..............................................................................32
4.2.Seventh Step: Saving the Table ......................................................................32
4.3. Histogram variables ......................................................................................33
4.3.First Step: Defining the Summary Table .......................................................33
4.3.Second Step: Choosing Input Table...............................................................35
4.3.Third Step: Choosing Input Fields ................................................................37
4.3.Fourth Step: Defining Table Fields ...............................................................39
4.3.Fifth Step: Defining Table Variables.............................................................41
4.3.Sixth Step: General Setup ..............................................................................44
4.3.Seventh Step: Saving the Table ......................................................................45
4.4. Time Series variables....................................................................................46
4.4.First Step: Defining the Summary Table .......................................................46
4.4.Second Step: Choosing Input Table...............................................................47
4.4.Third Step: Choosing Input Fields ................................................................49
4.4.Fourth Step: Defining Table Fields ...............................................................51
4.4.Fifth Step: Defining Table Variables.............................................................53
4.4.Sixth Step: Saving the table ...........................................................................56
5. Producing new variable’s definition based on an existing summary table..........57
6. Modify an existing summary table ......................................................................58
7. Processing the new variable.................................................................................60
8. Removing Variables ............................................................................................62
8.1 Removing Summary tables definitions and data ...........................................62
8.2 Removing Summary tables data ....................................................................63
Appendix A: How to write formulas. ......................................................................64
A1. How to write Input field formula ..................................................................64
First example: Duration Example ........................................................................65
Second example: Time Periods Field ..................................................................66
A2. How to write table field formula...................................................................67
First Example: Sum All .......................................................................................68
Second Example: Conditional Count...................................................................69
2
Third Example: Conditional Sum ........................................................................69
A3. How to write table variable formula .............................................................69
First Example: Rate Variable...............................................................................71
Second Example: Mean Variable ........................................................................72
Appendix B: How to write filter condition ..............................................................73
First example: X_Field Filter...............................................................................74
Second example: Time Filter ...............................................................................74
Appendix C: How to write condition formula .........................................................76
Example ...............................................................................................................77
3
1. Introduction
This document describes how to create a new variable on which statistical analysis
can be produced by SEEStat. The variables are divided into 2 major groups according
to the analysis type they belong to: ‘Cross Tabulation’ or ‘Time Series’. The ‘Cross
Tabulation’ variables contain the information about the intra-day events; and the
‘Time Series’ variables contain summarized information about all the day-events. For
example, in Graph 1 we see the average service time in the days of June 2001 in a
USBank, in 5-minutes epochs, between 7:00-20:00. This is a graph of a ‘Cross
Tabulation’ variable. We can build a similar variable that represents the average
service time during June 2001; in this case the average will be calculated according to
all the services given each day in the month. The last variable is represented in Graph
2.
Graph 1:
Means
Average service time
USBank, June 2001, All days
300.00
275.00
250.00
225.00
200.00
175.00
150.00
125.00
100.00
75.00
50.00
25.00
0.00
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
Time (Resolution 5 min.)
Graph 2:
Means
Average service time
USBank, June2001
Weekend
275.00
250.00
225.00
200.00
175.00
150.00
125.00
100.00
75.00
50.00
25.00
0.00
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
Days
4
In addition the ‘Cross Tabulation’ variables are divided according to their output type:
Time Periods, Histogram (Duration) or Instants. For each type there is a slightly
different procedure that should be followed in order to produce the new variable.
Hence, the first step in creating a new variable is to figure out what is its type. Time
Period variables (see Graph 1) produce data for each time interval in the selected
range and are dependent on the selected resolution. In this class the variables usually
keep count of instances that occurred during each time interval (according to the
resolution) or average values of measures such as duration or rate.
Histogram variables (see Graph 3) produce quantity or frequency histograms of
duration values such as waiting time and service time.
Graph 3
Relative frequencies
%
Customer service time
USBank, June 2001, All days
2.75
2.50
2.25
2.00
1.75
1.50
1.25
1.00
0.75
0.50
0.25
0.00
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 (Resolution 5 sec.)
Instants variables (see Graph 4) produce on a certain time period a count of all events
that are taking place on it. For example: On 10:10 o’clock there were 275 agents
online (handling calls).
Average number of
cases
Graph 4
325.0
300.0
275.0
250.0
225.0
200.0
175.0
150.0
125.0
100.0
75.0
50.0
25.0
0.0
7:00
Agents on line
USBank, June 2001, All days
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
Time (Resolution 5 min.)
More examples of the different variables are given in pages 33-38 in: “Volume 1:
Model Description and Introduction to User Interface”.
5
2. The concept of Variables in SEEStat
Each variable in the SEEStat is represented in a table that keeps its definitions. The
definitions include the variable type and resolution, the input table and input fields
from that table, and finally the formula and conditions of the variable.
Each table can stand for more than one variable, but a table should keep variables of
the same type: 'Time Periods', 'Histogram (Duration)' or 'Time Series'.
This chapter goes through the logical aspect of the defining process of a variable with
a reflection to the variable's table.
The general process
•
•
•
•
•
Defining the variable type: The definition of the variable type is configured in the
first tub of the 'Summary table' form. In this stage the general definitions are
given. The definitions that are set in this stage stand for all variables in that
specific table. In this section the type, the resolution and the dimension of the
variable are set. In addition the division into separate analysis categories is
decided.
Choosing input table: Set the database's input table (a table from the database)
from which the variable will be processed. The definitions that are set in this
stage stand for all variables that are in that specific table. During this stage the
user should specify the main input field from that table and the fields that will
stand for the categories that were chosen in the previous stage.
Choosing input fields: Select from the input table the fields that the new variables
will be contracted from. The fields can be either existing fields from the
database table or aggregated fields.
Defining table fields: Create new fields in the new table. The fields in the new
table can be either from the input fields or an aggregation of them. There will be
no possibility to use in the next stage ("Defining table variables") fields that are
not selected as input fields.
Defining table variables: The variables are defined in this stage. Each variable can
be either from the table fields or an aggregation of them, and will have the
characteristics defined in the first and second stages.
6
3. Getting Started
In order to begin with creating a new variable, choose: ‘File’ → ‘New’ → ‘Summary
table’ as shown in the image below:
In the following window choose the data set on which you would like to create the
new variable and click ‘OK’.
7
The following window will appear:
This form is used for creating a new summary table that will include the new
variables. A table may include more than one variable, but in order to prevent
mistakes, it is recommended that the variables on each table be of the same type, such
as ‘Histogram (Duration)’, for example. However, it is quite natural to put on one
table both ‘Count’ and ‘Rate’ variables (‘Rate’ variables are created by dividing one
‘Count’ variable with another ‘Count’ variable).
From this stage and on a separate description will be given for each of the following
types:
Cross Tabulation
Time Periods
Instants
Histogram (Duration)
Time Series
8
4. Producing variable’s definitions
4.1 Time Periods variables
4.1.First Step: Defining the Summary Table
The first tub: 'Summary table' form: In this stage the general definitions are given.
The definitions that are set in this stage stand for all variables that are in that specific
table. In this section, the type, the resolution and the dimension of the variable are set.
In addition, the division into separate analysis categories is decided.
3
1
2
4
6
5
7
*(1) Short name – Define the name of the new table. This name will represent the
table after its creation.
*(2) Table type – Choose table type between "Cross Tabulation" and "Time Series".
For creating "Cross Tabulation", mark the "Cross Tabulation" button.
*(3) Table dimension – choose the dimension of the table. The dimension sets the
number of different categories on which a separate analysis can be produced. If the
dimension is 1, there are no such available categories.
According to the number of dimensions that was chosen, the following fields will be
enabled:
• 1 dimension: only the fields that correspond with the first dimension (X)
will be enabled (4,5).
• 2 dimensions: only the fields that correspond with the first 2 dimensions
(X and Categories) will be enabled (4,5,6).
• 3 dimensions: All the fields will be enabled (4,5,6,7).
9
X (first dimension):
*(4) Type - Click on ‘Select’ button to select the type of ‘X axis’ by clicking on
"Select" button. Select ‘Time Periods’.
*(5) Resolution – Set the length, in seconds, of the time interval on which the
calculation will be produced. After processing the variable, an analysis will be
available for 1 hour in any whole multiplicity of the selected resolution. For example,
if 900 is the chosen resolution, then an output will be calculated for each quarter hour.
In this case the analysis can be produced in quarter, half and 1 hour resolution.
**(6) Categories (Second dimension):
Choose the division into categories under which the table stores the wanted results.
Using this option enables a creation of analysis on each category separately after the
table was produced. (The available categories groups are related to the dictionary and
the purpose of that field is to connect between the categorical value and the verbal
meaning).
Name – choose the categories group.
***(7) Sub-Categories (Third dimension):
Choose the division into sub-categories under which the table stores the wanted
results. All the features are the same as in the categories box.
10
4.1. Second Step: Choosing Input Table
Choosing input table: Set the database's input table (a table from the database) from
which the variable will be processed. The definitions that are set in this stage stand for
all variables that are in that specific table. During this stage the user should specify
the main input field from that table and the fields that will stand for the categories that
were chosen in the previous stage.
1
2
3
4
5
6
*(1) Source table – Click on the ‘Select’ button to select the table in the database from
which the query takes its data.
*(2,3) X field – Click on the ‘Select’ button (2) to choose which field from the
database table determines to which time interval an instance belongs. For example, if
‘Segment Start’ is chosen, then a record line belongs to a specific time interval, if the
time in ‘Segment Start’ field, of the input table, is within that time interval. You can
also define this field as an aggregation of some table fields by clicking on the
‘Formula’ button (3).
**(4) Categories field – Click on the ‘Select’ button to Select the field in the input
table from which the categories will be taken. The category in this field should be
similar to the category that was chosen on the ‘Summary Table’ tub (First stage). For
example, if ‘service’ was chosen in the previous stage, then the acceptable values on
this stage are: ‘service’, ‘first_service’ or ‘primary_service’. Note that the
‘service_group’ category carries a different meaning.
***(5) Sub-Categories field - Click on the ‘Select’ button to select the field in the
input table from which the sub-categories will be taken. The category in this field
should be similar to the sub-category that was chosen on the ‘Summary Table’ tub.
11
(6) Where – Click on the ‘Formula’ button to set preliminary conditions that will filter
the record lines on which the query will run. These conditions will be held for all
variables that are processed through this table. The following window will appear:
In this example, the only records that will be regarded are those that their
service_group field is equal 2 and their cust_subcall field is equal 1.
For further information about how to write a condition formula see Appendix C: How
to write condition formula page 76.
on
4.1. Third Step: Choosing Input Fields
Select the input fields on which the query will be run. The fields can be either existing
fields from the database table or aggregated fields.
5
6
4
1
2
3
12
(1) Adding existing field – click on ‘Select’ and choose the wanted field.
(2) Adding aggregated field – Click on the ‘Formula’ button. Then choose the type of
the field. A new window will appear. In this window the formula should be written.
To write a formula, click on the relevant field’s names and operators. The formula
will be written in the upper command line. In order to erase the last expression that
was added, click on the ‘Undo’ button. When the expression is done, click on ‘OK’.
Finally, Enter the name of the new field (no spaces allowed) in the white box where
‘Name’ (4) appears and click on ‘Add’ (3).
For further information about how to write an aggregated input field formula see
Appendix A1. How to write Input field formula page 64.
on
13
5
6
4
1
2
3
(5) Changing an aggregated field – choose the desired field and click on ‘Edit’. In the
‘input field’ box, you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
14
4.1. Fourth Step: Defining Table Fields
Defining table fields: Create new fields in the new table. The fields in the new table
can be either from the input fields or an aggregation of them. There will be no
possibility to use in the next stage ("Defining table variables") fields that are not
selected as input fields.
5
6
4
1
2
3
(1) Adding existing input field – click on ‘Select’ and choose the wanted input field.
(2) Adding new input field – Click on the ‘Define’ button. A new window will appear.
In this window the formula should be written. To write a formula, click on the
relevant field’s names and operators. The formula will be written in the upper
command line. In order to erase the last expression that was added, click on the
‘Undo’ button. When the expression is done, click on ‘OK’. Finally, Enter the name
of the new field (no spaces allowed) in the white box where ‘Name’ (4) appears and
click on ‘Add’ (3).
For further information about how to write a 'new table field’ formula, see Appendix
A2. How to write table field formula on page 67.
15
5
6
4
1
2
3
(5) Changing a new input field – choose the desired field and click on ‘Edit’. In the
‘table field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
16
4.1. Fifth Step: Defining Table Variables
Defining table variables: The variables are defined in this stage; for each different
variable we will see a different graph in the software. Each variable can be either from
the table fields or an aggregation of them, and will have the characteristics defined in
the first and second stages.
6
3
10
4
7
1
11
8
2
5
9
‘Count’ variables are calculated by selecting the ‘Count/sums’ table’s field or by an
addition or subtraction of some ‘Counts/sums’ table’s fields.
‘Rate’ variables are calculated by dividing table fields of the ‘Count/sums’ type with
another ‘Count/sums’ table’s field.
‘Means’ variables are calculated by dividing the ‘Count/sums’ table’s field with the
‘Count/sums’ table’s field.
It is important to understand that the fields in Time Periods variables are simply sums
of the records from the input table. When in the input table the field in the sum is a
categorical field, the sum is a count of the number of corresponding records. For
example: the sums of a field like service time has the meaning “the total service time
that was given in a period”; the sum of the categorical field “outcome < 10”
represents the number of calls served in the interval and the division of the “total
service time that was given in a period” by “outcome < 10” is the average service time.
(1) Adding existing table field – click on ‘Select’ and choose the wanted table field.
Fill the ‘Label’ field (3) with the name you want to see when using the variable.
Finally click on ‘Add’ (5). The example below is for the ‘Count’ type variable whose
name is ‘Arrivals to Queue’ and it counts the number of arrivals to queue in each time
interval.
17
6
3
10
4
7
1
11
8
2
5
9
(2) Adding new table field – Click on the ‘Formula’ button. Then choose the type of
variable. A new window will appear. In this window the formula should be written.
To write a formula, click on the relevant field’s names and operators. The formula
will be written in the upper command line. In order to erase the last expression that
was added, click on the ‘Undo’ button. When the expression is done, click on ‘OK’.
Finally, Enter the name of the new variable (no spaces allowed) in the white box
where ‘Name’ (4) is written and the name you want to see when using the variable
where ‘Label’ (3) is written. Click on ‘Add’ button (5) to add the new variable.
For further information about how to write a 'new table variable’ formula, see
Appendix A3. How to write table variable formula on page 69.
The example below is for a ‘Rate’ type variable whose name is ‘Abandons Rate’ and
it calculates the proportion of abandons from a queue in each time interval.
18
6
3
10
4
7
1
11
8
2
5
9
(6) Changing a table field – choose the desired field and click on ‘Edit’. If the field is
an aggregated field, then in the ‘New variable’ box you can change either the name (4)
or the formula (2) of the selected field. If the field is an existing field you can change
the selected table field (1). When finished, click on ‘Apply’ (a) to execute the update.
Click on ‘Close’ (b) in order to abort the change.
6
3
10
4
7
1
11
8
2
a
9
b
(7) Removing a field - Choose the desired field and click on ‘Remove’.
19
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(9) Comments (optional)- A description of the new variable can be written.
(10) and (11) Are not implemented yet.
4.1. Sixth Step: General Setup
Description: Further setup features
1
3
2
4
(1) Set default resolution – This field sets the default resolution that is selected when
choosing a variable from this table in the processing of analysis. You may choose any
of the minimum resolutions, which you set in the first stage, up to one hour.
(2) Set X name - This field sets the default X-axis name that will appear in the
summary chart of variables belonging to that table.
(3) Not implemented yet.
(4) Comments (optional)- A general description of the new table can be written.
20
4.1. Seventh Step: Saving the Table
In order to save the table after following all the steps, click on the ‘Save’ button. The
following message should appear “Definition of the table ‘table_name’ saved.”
The new table’s variables are now ready to be processed.
Learn how to process a new table in chapter 7. Processing the new variable on page
60.
21
4.2. Instants
The Instants variable indicates the number of “open” events in each period. For
example, if we see the “wait” event, that for each record this event starts at the time
marked in the field “segment_start” and ends at the time marked in the field
“queue_exit”; the value for each time in the graph will be the number of calls in queue,
in time period.
The start time of the event will be selected as the X-field in the Input Table tub and
the end time of the event will be the variable selected.
4.2. First Step: Defining the Summary Table
In this stage the definitions of the new table are stated:
3
1
2
4
6
5
7
*(1) Short name – Define the name of the new table. This name will represent the
table after its creation.
*(2) Table type – Choose table type between "Cross Tabulation" and "Time Series".
For creating "Cross Tabulation" mark the "Cross Tabulation" button.
*(3) Table dimension – choose the dimension of the table. The dimension sets the
number of different categories on which a separate analysis can be produced. If the
dimension is 1, there are no such available categories.
According to the number of dimensions that was chosen, the following fields will be
enabled:
• 1 dimension: only the fields that correspond with the first dimension (X)
will be enabled (4,5).
• 2 dimensions: only the fields that correspond with the 2 first dimensions
(X and Categories) will be enabled (4,5,6).
22
•
3 dimensions: All the fields will be enabled (4,5,6,7).
X (first dimension):
*(4) Type - Click on the ‘Select’ button to select the type of ‘X axis’ by clicking on
the "Select" button. Select ‘Time Periods’.
*(5) Resolution– Set the length, in seconds, of the time interval on which the
calculation will be produced. After processing the variable, an analysis will be
available in any whole multiplicity of the selected resolutions, until 1 hour. For
example, if 900 is the chosen resolution, then an output will be calculated for each
quarter hour. In this case, the analysis can be produced in quarter, half and 1 hour
resolutions.
**(6) Categories (Second dimension):
Choose the division into categories under which the table will store the wanted results.
Using this option enables the creation of analysis on each category separately after the
table was produced. (The available categories groups are related to the dictionary and
the purpose of that field is to connect between the categorical value and the verbal
meaning – Should this sentence appear in the document or it better to omit it ?).
**Name – choose the categories group.
***(7) Sub-Categories (Third dimension):
Choose the division into sub-categories under which the table will store the wanted
results. All the features are the same as in the categories box.
23
4.2. Second Step: Choosing Input Table
1
2
3
4
5
6
*(1) Source table – Click on the ‘Select’ button to select the table in the database from
which the query takes its data.
*(2,3) X field - Click on the ‘Select’ button (2) to choose which field from the
database table determines the beginning of the event. For example, if ‘segment_start’
is chosen, then a record line is counted at a specific moment, if the time in
‘segment_start’ field, of the input table, is greater than the moment’s time (and the
time in the input field that stands for the end of the event is greater than that
moment’s time – will be defined later). You can also define this field as an
aggregation of some tables field by clicking on the ‘Formula’ button (3).
**(4) Categories field – Click on the ‘Select’ button to select the field in the input
table from which the categories will be taken. The category in this field should be
similar to the category that was chosen on the ‘Summary Table’ tub (First stage). For
example, if ‘service’ was chosen in the previous stage, then the acceptable values in
this stage are: ‘service’, ‘first_service’ or ‘primary_service’. Note that the
‘service_group’ category carries a different meaning.
***(5) Sub-Categories field - Click on the ‘Select’ button to Select the field in the
input table from which the sub-categories will be taken. The category in this field
should be similar to the sub-category that was chosen on the ‘Summary Table’ tub.
(6) Where – Click on the ‘Formula’ button to set preliminary conditions that will filter
the records on which the query will run. These conditions will be held for all
variables that are processed through this table. The following window will appear:
24
In this example, the only records that will be regarded are those that their
service_group field is equal to 2.
For further information about how to write a condition formula, see Appendix C: How
to write condition formula page 76.
on
4.2. Third Step: Choosing Input Fields
Select the input fields on which the query will be run. The fields can be either existing
fields from the database table or aggregated fields.
5
6
4
1
2
3
(1) Adding existing field – click on ‘Select’ and choose the wanted field.
25
(2) Adding aggregated field – Click on the ‘Formula’ button. Then choose the type of
field. A new window will appear. In this window the formula should be written. To
write a formula, click on the relevant field’s names and operators. The formula will be
written in the upper command line. In order to erase the last expression that was
added, click on the ‘Undo’ button. When the expression is done, click on ‘OK’.
Finally, Enter the name of the new field (no spaces allowed) in the white box where
‘Name’ (4) is written and click on ‘Add’ (3).
For further information about how to write an aggregated input field formula see
Appendix A1. How to write Input field formula page 64.
on
5
6
4
1
2
3
26
(5) Changing an aggregated field – choose the desired field and click on ‘Edit’. In the
‘input field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
27
4.2. Fourth Step: Defining Table Fields
Description: Create new fields in the new table. The fields in the new table can be
either from the input fields or an aggregation of them. There will be no possibility to
use in the next stage ("Defining table variables") fields that are not selected as input
fields.
5
6
4
1
2
3
**
(**) Average Instant Count- This box is to define the type of the instant variable: (i)
Instants Counts (when the box is not marked), or (ii) Average Instants Counts (when
the box is marked):
(a) For each X- time value, the Y value will be the exact number of instants at the
X time.
(b) For each X- time value, the Y value will be the average instants over the time
between the previous X value and this X value.
For example, suppose a “number in service” instants table with resolution is equal to
2 seconds. The number in service at second 1 is 20, at second 2 is 30, at second 3 is
25 and at second 4 is 31 customers. In the first case (a), the Y values of X = 2 will be
30, and at second 4 will be 31; but in the second case (b) the Y value of X=2 will be
25 (25 is the average between the instants between the previous X value and this X
value) and the value of X= 4 will be 28 customers.
(2) Adding input field – Click on ‘Define’ and choose the wanted input field. Then
enter the name of the new field (no spaces allowed) in the white box where ‘Name’ (4)
is written and click on ‘Add’ (3).
(5) Changing input field – Choose the desired field and click on ‘Edit’. In the ‘table
field’ box, you can change either the name (4) or the input field (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
28
5
6
4
1
2
**
a
b
(6) Removing a field - choose the desired field and click on ‘Remove’.
4.2. Fifth Step: Defining Table Variables
The ‘Table Variables’ are the variables that will appear in the list of “Cross
Tabulation” variables when producing a summary.
6
3
10
4
7
1
11
8
2
5
9
In this form we create new variables in the new table. The variables can be either
table fields, which were defined in the previous step or a mathematical expression that
29
consist on them. There will be no possibility to use fields that are not defined as table
fields.
(1) Adding table field – click on ‘Select’ and choose the wanted table field. Fill the
‘Label’ field (3) with the name you want to see when using the variable. Finally click
on ‘Add’ (5). The example below is for a variable whose name is ‘Average Agents
Online’ and it holds the average number of agents that are dealing with calls (online)
at the same time, in each time interval.
6
3
10
4
7
1
11
8
2
5
9
(6) Changing a table field – choose the desired field and click on ‘Edit’ to change the
selected table field (1). When finished, click on ‘Apply’ (a) to execute the update.
Click on ‘Close’ (b) in order to abort the change.
30
6
3
10
4
7
1
11
8
2
a
9
b
(7) Removing a field - Choose the desired field and click on ‘Remove’.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(7) Removing a field - Choose the desired field and click on ‘Remove’.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(9) Comments (optional)- A description of the new variable can be written.
(10) and (11) Are not implemented yet.
31
4.2. Sixth Step: General Setup
Description: Further setup features
1
2
(1) Set default resolution – This field sets the default resolution that is selected when
choosing a variable from this table in the processing of analysis. You may choose any
whole multiplicity of the minimum resolutions, which you set in the first stage, up to
one hour.
(2) Set X name - This field sets the default X-axis name that will appear in the
summary chart of variables belonging to that table.
4.2. Seventh Step: Saving the Table
In order to save the table after following all the steps, click on the ‘Save’ button. The
following message should appear “Definition of the table ‘table_name’ saved.”
The new table’s variables are now ready to be processed.
Learn how to process a new table in chapter 7. Processing the new variable on page
60.
32
4.3.Histogram variables
4.3. First Step: Defining the Summary Table
In this stage the definitions of the new table are stated:
3
1
2
4
5
4^
6
7
8
*(1) Short name – Define the name of the new table. This name will represent the
table after its creation.
*(2) Table type – Choose table type between "Cross Tabulation" and "Time Series".
For creating "Cross Tabulation" mark the "Cross Tabulation" button.
*(3) Table dimension – choose the dimension of the table. The dimension sets the
number of different categories on which a separate analysis can be produced. If the
dimension is 1, there are no such available categories.
According to the number of dimensions that was chosen, the following fields will be
enabled:
• 1 dimension: only the fields that correspond with the first dimension (X)
will be enabled (4,5).
• 2 dimensions: only the fields that correspond with the 2 first dimensions
(X and Categories) will be enabled (4,5,6).
• 3 dimensions: All the fields will be enabled (4,5,6,7).
X (first dimension):
*(4) Type - Click on the ‘Select’ button to select the type of ‘X axis’ by clicking on
the "Select" button. Select ‘Duration’.
33
*(4^) Filter- this filter will be a condition on the duration X-file (defined in the next
tub). For example, if the X-field is the service time, and the filter is defined
“v<00:10:00”, only records which their service time is smaller than 10 minutes will
be processed. If you don’t want to set a filter, keep the value of this field as ‘None’.
Learn how to use the filter feature in Appendix B: How to write filter condition page
73.
on
*(5) Resolution – Set the width, in seconds, of the bins on which the count will be
produced. An analysis will be available in any whole multiplicity of the selected
resolution, until 1 hour. For example, if ‘5’ is the chosen resolution, than an output
will be calculated for each 5-second interval. In this case, the bin’s width of the
analysis can be produced in 5, 10, 15, 20 and so on till 3600 seconds. In the
‘Histogram (Duration)’ variables it is recommended to choose the resolution to be a
few seconds (1 or 2 seconds).
**(6) Categories (Second dimension):
Choose the division into categories under which the table will store the wanted results.
Using this option enables the creation of an analysis on each category separately after
the table was produced. (The available categories groups are related to the dictionary
and the purpose of that field is to connect between the categorical value and the verbal
meaning – Should this sentence appear in the document or it better to omit it ?).
**Name – choose the categories group.
***(7) Sub-Categories (Third dimension):
Choose the division into sub-categories under which the table will store the wanted
results. All the features are the same as in the categories box.
(8) Filter- this filter will be a condition on a time period file taken (defined in the next
tub). For example if the time period file is segment_start (entry to queue time), and
the filter is defined as “v>08:00:00 and v<23:30:00”, only records which their
segment_start is between 8 AM to 11:30 PM will be processed. If you don’t want to
set a filter, keep the value of this field as ‘None’.
Learn how to use the filter feature in Appendix B: How to write a filter condition
page 73.
on
34
4.3. Second Step: Choosing Input Table
1
2
3
4
5
7
6
*(1) Source table – Click on the ‘Select’ button to select the table in the database from
which the query takes its data.
*(2,3) X field – Click on the ‘Select’ button (2) to choose which field from the
database table determines to which bin a record will be counted (if the field’s value is
between the lower and upper values of the bin). You can also define this field as an
aggregation of some table fields by clicking on the ‘Formula’ button (3), but note that
the type of the field should be ‘duration’. For example, if ‘call_end-call_start’ is
chosen, then a record belongs to a specific bin, if its call length is within the bin’s
lower and upper values.
**(4) Categories field – Click on the ‘Select’ button to select the field in the input
table from which the categories will be taken. The category in this field should be
similar to the category that was chosen on the ‘Summary Table’ tub (First stage). For
example, if ‘service’ was chosen in the previous stage, then the acceptable values on
this stage are: ‘service’, ‘first_service’ or ‘primary_service’. Note that the
‘service_group’ category carries a different meaning.
***(5) Sub-Categories field - Click on the ‘Select’ button to Select the field in the
input table from which the sub-categories will be taken. The category in this field
should be similar to the sub-category that was chosen on the ‘Summary Table’ tub.
(6) Where – Click on the ‘Formula’ button to set preliminary conditions that will filter
the records on which the query will run. These conditions will be held for all
variables that are processed through this table. The following window will appear:
35
In this example, the only records that will be regarded are those that their
service_group field is equal to 2 and their duration field’s value is less than 3600
seconds.
For further information about how to write a condition formula see Appendix C: How
to write condition formula page 76.
on
(7) Time Filter field- the time period field for the time filter defined in (8) in the last
tub. This field will be a time period and only the record that the condition defined in
(8) in the last tub will be processed.
36
4.3. Third Step: Choosing Input Fields
Select the input fields on which the query will be run. The fields can be either existing
fields from the table or as aggregated field. When creating this kind of variable, the
only input fields that are needed are those used in constrains on the records that will
be accounted for.
5
6
4
1
2
3
(1) Adding existing field – click on ‘Select’ and choose the wanted field.
37
(2) Adding aggregated field – Click on the ‘Formula’ button. Then choose the type of
field. A new window will appear. In this window the formula should be written. To
write a formula, click on the relevant field’s names and operators. The formula will be
written in the upper command line. In order to erase the last expression that was
added click on the ‘Undo’ button. When the expression is done click on ‘OK’. Finally,
Enter the name of the new field (no spaces allowed) in the white box where ‘Name’ (4)
is written and click on ‘Add’ (3).
For further information about how to write an aggregated input field formula see
Appendix A1. How to write Input field formula page 64.
on
5
6
4
1
2
3
(5) Changing an aggregated field – choose the desired field and click on ‘Edit’. In the
‘input field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
38
5
6
4
1
2
a
b
(6) Removing a field - choose the desired field and click on ‘Remove’.
4.3. Fourth Step: Defining Table Fields
Description: Create new fields in the new table. The fields in the new table can be
either from the input fields or an aggregation of them. There will be no possibility to
use in the next stage ("Defining table variables") fields that are not selected as input
fields.
5
6
4
1
2
3
39
(1) Adding existing input field – click on ‘Select’ and choose the wanted input field.
Due to the fact that all the variables in the histogram are constraints that indicate
which records will be distributed over the bins, when an existing input field is
selected all the records are counted. For example, when we select “service_time” the
value for the constraint will be “true” for the records, because all the records have all
the “service_time” (zero or more), therefore all the records will be distributed over the
bins.
(2) Adding new input field – Click on the ‘Define’ button. A new window will appear.
In this window the formula should be written. To write a formula, click on the
relevant field’s names and operators. The formula will be written in the upper
command line. In order to erase the last expression that was added click on the ‘Undo’
button. When the expression is done click on ‘OK’. Finally, Enter the name of the
new field (no spaces allowed) in the white box where ‘Name’ (4) as written and click
on ‘Add’ (3).
For further information about how to write a 'new table field’ formula, see Appendix
A2. How to write a table field formula on page 67.
(5) Changing a new input field – choose the desired field and click on ‘Edit’. In the
‘table field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
40
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
4.3. Fifth Step: Defining Table Variables
The ‘Table Variables’ are the variables that will appear in the list of “Cross
Tabulation” variables when producing a summary. For each variable the process will
build a different table.
6
3
10
4
7
1
11
8
2
5
9
41
In this form we create new variables in the new table. The variables can be either
table fields, which were defined in the previous step or mathematical expressions.
There will be no possibility to use fields that are not defined as table fields.
In the common use it is unlikely to need an expression in variables of type ‘Histogram
(Duration)’ but to use a table field.
Adding an existing table field – click on ‘Select’ and choose the wanted table field.
Fill the ‘Label’ field with the name you want to see when using the variable. Finally
click on ‘Add’. The example below is for ‘Count’ type variable whose name is
‘Arrivals to Queue’ and it counts the number of arrivals to queue in each time interval.
6
3
10
4
7
1
11
8
2
5
9
(2) Adding a new table field – Click on the ‘Formula’ button. Then choose the
‘Counts’ variable type. A new window will appear. In this window the formula should
be written. To write a formula, click on the relevant field’s names and operators. The
formula will be written in the upper command line. In order to erase the last
expression that was added click on the ‘Undo’ button. When the expression is done
click on ‘OK’. Finally, Enter the name of the new variable (no spaces allowed) in the
white box where ‘Name’ (4) is written and the name you want to see when using the
variable ‘Label’ (3) appears. Click on ‘Add’ button (5) to add the new variable.
For further information about how to write a 'new table variable’ formula see
Appendix A3. How to a write table variable formula page 69.
on
The example below is for ‘Rate’ type variable whose name is ‘Talking Time’ and it
calculates the number of calls that their talking time (total time minus waiting time) is
within each bin.
42
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4
7
1
11
8
2
5
9
(6) Changing a table field – choose the desired field and click on ‘Edit’. If the field is
an aggregated field, then in the ‘New variable’ box you can change either the name (4)
or the formula (2) of the selected field. If the field is an existing field you can change
the selected table field (1). When finished, click on ‘Apply’ (a) to execute the update.
Click on ‘Close’ (b) in order to abort the change.
6
3
10
4
7
1
11
8
2
a
9
b
(7) Removing a field - Choose the desired field and click on ‘Remove’.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
43
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(9) Comments (optional)- A description of the new variable can be written.
(10) and (11) Are not implemented yet.
4.3. Sixth Step: General Setup
Description: Further setup features
1
3
2
4
(1) Set default resolution – This field sets the default resolution that is selected when
choosing a variable from this table in the processing of analysis. You may choose any
whole multiplicity of the minimum resolutions, which you set in the first stage, up to
one hour.
(2) Set X name - This field sets the default X-axis name that will appear in the
summary chart of variables that belong to that table.
(3) Not implemented yet.
(4) Comments (optional)- A general description of the new table can be written.
44
4.3. Seventh Step: Saving the Table
In order to save the table after following all the steps, click on the ‘Save’ button. The
following message should appear “Definition of the table ‘table_name’ saved.”
The new table’s variables are now ready to be processed.
Learn how to process a new table on chapter 7. Processing the new variable on page
60.
45
4.4. Time Series variables
4.4. First Step: Defining the Summary Table
In this stage the definitions of the new table are stated:
3
1
2
4
5
6
*(1) Short name – Define the name of the new table. This name will represent the
table after its creation.
*(2) Table type – Choose table type between "Cross Tabulation" and "Time Series".
For creating "Time Series" mark the "Totals table" button.
*(3) Table dimension – choose the dimension of the table. The dimension sets the
number of different categories on which a separate analysis can be produced. If the
dimension is 1, there are no such available categories.
According to the number of dimensions that was chosen the following fields will be
enabled:
• 1 dimension: No further fields are enabled (In Time Series the X-axis
always stands for days)
• 2 dimensions: only the fields that correspond with the second dimension
(Categories) will be enabled (4).
• 3 dimensions: The fields that correspond with the second and third
dimensions (Categories and Sub-categories) will be enabled (4,5).
**(4) Categories (Second dimension):
Choose the division into categories under which the table will store the wanted results.
Using this option enables a creation of analysis on each category separately after the
table was produced. (The available categories groups are related to the dictionary and
46
the purpose of that field is to connect between the categorical value and the verbal
meaning – Should this sentence appear in the document or it better to omit it ?).
**Name – choose the categories group.
***(5) Sub-Categories (Third dimension):
Choose the division into sub-categories under which the table will store the wanted
results. All the features are the same as in the categories box.
(6) Filter- this filter will be a condition on a time period file taken (defined in the next
tub). For example if the time period file is segment_start (entry to queue time), and
the filter is defined as “v>08:00:00 and v<23:30:00”, only records which their
segment_start is between 8 AM to 11:30 PM will be processed. If you don’t want to
set a filter, keep the value of this field as ‘None’.
Learn how to use the filter feature in Appendix B: How to write a filter condition
page 73.
on
4.4.Second Step: Choosing Input Table
1
2
3
5
4
*(1) Source table – Click on the ‘Select’ button to select the table in the database from
which the query takes its data. ? See database description.
**(2) Categories field – Click on the ‘Select’ button to select the field in the input
table from which the categories will be taken. The category in this field should be
similar to the category that was chosen on the ‘Summary Table’ tub (First stage). For
example, if ‘service’ was chosen on the previous stage, then the acceptable values on
this stage are: ‘service’, ‘first_service’ or ‘primary_service’. Note that the
‘service_group’ category carries a different meaning.
47
***(3) Sub-Categories field - Click on the ‘Select’ button to select the field in the
input table from which the sub-categories will be taken. The category in this field
should be similar to the sub-category that was chosen on the ‘Summary Table’ tub.
(4) Time Filter field- the time period field for the time filter defined in (8) in the last
tub. This field will be a time period and only the record that the condition defined in
(6) in the last tub will be processed.
(5) Where – Click on the ‘Formula’ button to set preliminary conditions that will filter
the records on which the query will run. These conditions will be held for all
variables that are processed through this table. The following window will appear:
In this example, the only records that will be regarded are those that their
service_group field is equal to 2 and their cust_subcall field is equal to 1.
For further information about how to write a condition formula see Appendix C: How
to write a condition formula page 76.
on
48
4.4. Third Step: Choosing Input Fields
Select the input fields on which the query will be run. The fields can be either existing
fields from the database table or aggregated fields.
5
6
4
1
2
3
(1) Adding an existing field – click on ‘Select’ and choose the wanted field.
(2) Adding an aggregated field – Click on the ‘Formula’ button. Then choose the type
of field. A new window will appear. In this window the formula should be written. To
49
write a formula, click on the relevant field’s names and operators. The formula will be
written in the upper command line. In order to erase the last expression that was
added click on the ‘Undo’ button. When the expression is done click on ‘OK’. Finally,
Enter the name of the new field (no spaces allowed) in the white box where ‘Name’ (4)
is written and click on ‘Add’ (3).
For further information about how to write an aggregated input field formula see
Appendix A1. How to write an input field formula page 64.
on
5
6
4
1
2
3
(5) Changing an aggregated field – choose the desired field and click on ‘Edit’. In the
‘input field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
50
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
4.4. Fourth Step: Defining Table Fields
Description: Create new fields in the new table. The fields in the new table can be
either fields from the input fields or an aggregation of them. There will be no
possibility to use in the next stage ("Defining table variables") fields that are not
selected as input fields.
5
6
4
1
2
3
51
(1) Adding an existing input field – click on ‘Select’ and choose the wanted input
field.
(2) Adding a new input field – Click on the ‘Define’ button. A new window will
appear. In this window the formula should be written. To write a formula, click on the
relevant field’s names and operators. The formula will be written in the upper
command line. In order to erase the last expression that was added click on the ‘Undo’
button. When the expression is done click on ‘OK’. Finally, Enter the name of the
new field (no spaces allowed) in the white box where ‘Name’ (4) is written and click
on ‘Add’ (3).
For further information about how to write a 'new table field’ formula see Appendix
A2. How to write a table field formula on page 67.
5
6
4
1
2
3
(5) Changing a new input field – choose the desired field and click on ‘Edit’. In the
‘table field’ box you can change either the name (4) or the formula (2) of the selected
field. When finished, click on ‘Apply’ (a) to execute the update. Click on ‘Close’ (b)
in order to abort the change.
52
5
6
4
1
2
a
b
(6) Removing a field - Choose the desired field and click on ‘Remove’.
4.4. Fifth Step: Defining Table Variables
The ‘Table Variables’ are those that will appear in the list of “Time Series” variables
when producing a summary.
6
3
10
4
7
1
11
8
2
5
9
In this form we create new variables in the new table. The variables can be either
table fields, which were defined in the previous step or mathematical expressions.
53
There will be no possibility to use fields that are not defined as table fields.
‘Count’ variables are calculated by selecting ‘Count’ table’s field or by addition or
subtraction of some ‘Counts’ table’s fields.
‘Rate’ variables are calculated by dividing table fields of ‘Count’ type with another
‘Count’ table’s field.
‘Means’ variables are calculated by dividing ‘Sum’ table’s field with ‘Count’ table’s
field.
(1) Adding an existing table field – click on ‘Select’ and choose the wanted table field.
Fill the ‘Label’ field (3) with the name you want to see when using the variable.
Finally click on ‘Add’ (5). The example below is for ‘Count’ type variable whose
name is ‘Arrivals to Queue’ and it counts the number of arrivals to queue in each time
interval.
6
3
10
4
7
1
11
8
2
5
9
(2) Adding new table field – Click on the ‘Formula’ button. Then choose the type of
variable. A new window will appear. In this window the formula should be written.
To write a formula, click on the relevant field’s names and operators. The formula
will be written in the upper command line. In order to erase the last expression that
was added click on the ‘Undo’ button. When the expression is done click on ‘OK’.
Finally, Enter the name of the new variable (no spaces allowed) in the white box
where ‘Name’ (4) is written and the name you want to see when using the variable
where ‘Label’ (3) is written. Click on ‘Add’ button (5) to add the new variable.
For further information about how to write a 'new table variable’ formula see
Appendix A3. How to write a table variable formula page 69.
on
The example below is for ‘Rate’ type variable whose name is ‘Abandons Rate’ and it
calculates the proportion of abandons from queues in each time interval.
54
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4
7
1
11
8
2
5
9
(6) Changing a table field – choose the desired field and click on ‘Edit’. If the field is
an aggregated field, then in the ‘New variable’ box you can change either the name (4)
or the formula (2) of the selected field. If the field is an existing field you can change
the selected table field (1). When finished, click on ‘Apply’ (a) to execute the update.
Click on ‘Close’ (b) in order to abort the change.
6
3
10
4
7
1
11
8
2
a
9
b
(7) Removing a field - Choose the desired field and click on ‘Remove’.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
55
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(8) Choose group (optional) – You may choose to classify your variable to one of the
following groups: Arrivals, Service or Queue. This feature enables the user to observe
only one group of variables in the list of “Cross Tabulation” variables when
producing a summary. For example, if a variable is classified as ‘Service’ and the user
chooses to observe only ‘Arrivals’ variables, then the variable will not appear in the
list.
(9) Comments (optional)- A description of the new variable can be written.
(10) and (11) Are not implemented yet.
4.4. Sixth Step: Saving the table
In order to save the table after following all the steps, click on the ‘Save’ button. The
following message should appear “Definition of the table ‘table_name’ saved.”
The new table’s variables are now ready to be processed.
Learn how to process a new table in chapter 7. Processing the new variable on page
60.
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5. Producing a new variable’s definition based on an existing
summary table
In order to create a new summary table based on an existing table, click on the ‘New
As’ button (1) to open a list of all existing tables.
1
Choose the desired table and click on ‘OK’. The table’s definitions will appear in the
‘Design’ form.
Provide a name (1) to the new table and edit the new table.
When finished, click on ‘Save’ to create the new table.
The table can now be processed.
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6. Modify an existing summary table
In order to modify an existing summary table you should first verify that the table’s
variables are not processed. Click on the ‘Edit’ button (1) to open a list of editable
tables.
In case the table is processed, you should remove its data. Removing the variables’
data will erase them from the ‘Cross Tabulation’ or ‘Time Series’ list of variables.
The variables can be retrieved by processing the table again.
Learn how to remove variables data on chapter 8.2: Removing Summary tables data
on page 63.
If your table is in the list choose it and click on ‘OK’. The table’s definitions will
appear in the ‘Design’ form.
58
Edit the table’s definitions.
When finished, click on ‘Save’ to create the new table.
The table can now be processed.
59
7. Processing the new variable
After saving the new table, the table’s variables are ready to be processed. In order to
create the new variable terminate and re-activate SEEStat. Then click on the ‘File’
menu and choose ‘Process’ -> ‘Summary table’ as shown in the image below. Finally
select from which type of file (Regular or ZIP) to process the variable, according to
the files that are on your computer.
Find your table (by name) from the list of existing tables (1) and select it. The ‘Table
type’ field (2) indicates whether the table is ‘Cross Tabulation’ (Summary) or ‘Time
Series’ (Totals) table. You can select more than one table by holding the ‘Ctrl’ button
on your keyboard or select all the existing tables by clicking on the ‘Select all’ button
(3).
60
Select the months (4) on which you would like to have the process done. You can
select more than one table by holding the ‘Ctrl’ button on your keyboard or select all
the months by clicking on the ‘Select all’ button (5).
Start the processing by clicking on ‘OK’ (6) or abort it by clicking on ‘Cancel’ (7).
Note that the process might take from a few minutes to many hours, depended on the
number of selected tables and months.
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8. Removing Variables
8.1 Removing Summary tables’ definitions and data
Removing a summary table’s definitions and data will erase its variables from the
‘Cross Tabulation’ or ‘Time Series’ list of variables and delete the table’s definitions.
The table and its variables cannot be retrieved by processing the table again.
Click on the ‘File’ menu and choose ‘Remove’ -> ‘Table data and definitions’ as
shown in the image below.
The following list of tables will show up:
Choose the table you want to remove and click on ‘OK’. The following message will
appear:
Click on ‘Yes’ to permanently delete the summary table and its variables.
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8.2 Removing Summary tables’ data
Removing a summary table’s data will erase its variables from the ‘Cross Tabulation’
or ‘Time Series’ list of variables. The variables can be retrieved by processing the
table again.
Click on the ‘User’ menu and choose ‘Remove’ -> ‘Table data’ as shown in the image
below.
The following list of tables will show up:
Choose the table you want to remove and click on ‘OK’. The following message will
appear:
Click on ‘Yes’ to remove the processed variables of the table.
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Appendix A: How to write formulas.
A1. How to write an input field formula
After clicking on the ‘Formula’ button the “Select field type” window will appear:
In this window the field type is selected. Your type selection will define whose fields
will be available for the formula building.
Select the filed type and click ‘OK’; a window like the next will appear (the following
windows correspond to a Duration field from the sub_calls table).
Writing a phrase is done by clicking once on each wanted item is the order of its
appearance in the expression. The expression will be written in the expression line (1).
The available items are:
• (2) Field name: Add the field name to the expression. Click on the wanted
field. Notice the ‘Field type’ (3) in the column to the right of the ‘Field name’
column.
64
•
(4) Operators/functions: Add brackets or math/logical operators. Click on the
wanted operator.
Note that in order to write a legal expression, the expression’s units should be the
same as the expression type. For example, if the expression type is ‘Duration’ then the
expression units should be seconds. If the expression type is ‘Time Periods’ then the
expression units should be a time.
2. Removing items from expression:
Removing an item is done by clicking on the ‘Undo’ button (5), placed on the right
side of the expression field. Each click on that button removes the last item that was
added to the expression.
3. Apply formula:
When the expression is done click on ‘OK’ (6). If there is no logical error the window
will be closed and the expression will appear in the relevant field. Otherwise an error
message will appear. To abort filter expression click on ‘Cancel’ (7).
4. Examples:
First example: Duration Example below
Second example: Time Periods Field on page 66
First example: Duration Example
Say that we have chosen ‘X-type’ at the ‘Summary table’ tub to be duration. Then we
would like to set a formula on ‘X-field’ at the ‘Input table’ tub. The following formula
form will appear:
The expression in the example is ‘segment_end-segment_start’ which is the duration
of the segment.
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Second example: Time Periods Field
Say that we would like to create a new input field of type ‘Time Periods’, as shown in
the image below.
The next formula form will appear:
The expression in the example is ‘service_entry+service_time’ which is the time of
service termination.
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A2. How to write a table field formula
After clicking on the ‘Define’ button on the ‘Table fields’ tub the following window
will appear:
In order to prevent using illegal phrases this form is filled only by clicking on the
wanted item and not by typing it on the keyboard.
1. Writing a phrase:
Writing a phrase is done by clicking once on each wanted item in the order of its
appearance in the expression. The expression will be written in the expression line (1).
The available items are:
• (2) Field name: Click on the wanted field to add the field name to the
expression. Notice the ‘Field type’ (3) in the column to the right of the ‘Field
name’ column. The available fields are those that were declared in the ‘Input
fields’ tub.
• (4) Operators/functions: Add brackets or math/logical operators. Click on the
wanted operator.
• (5) Number: Add a number to the expression. Write the number in the blank
field and click on ‘Add’.
• (6) Time (hh:mm:ss): Add time in format hh:mm:ss to the expression. Write
the hour in the left blank field, the minutes on the middle and the seconds on
the right blank field. Then click on ‘Add’.
2. Removing items from expression:
Removing an item is done by clicking on the ‘Undo’ button (7), placed on the right of
the expression field. Each click on that button removes the last item that was added to
the expression.
3. Apply formula:
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When the expression is done click on ‘OK’ (8). If there is no logical error the window
will be closed and the expression will appear in the relevant field. Otherwise an error
message will appear. To abort filter expression click on ‘Cancel’ (9).
4. Formula Syntax – Here are some expression syntax:
Syntax
Field_name
Expression (meaning)
∑ field _ value
relevant lines
Field_name > number
∑
I { field _ value > number}
∑
⎧ field _ value ⎫
field _ value ⋅ I ⎨
⎬
⎩> number ⎭
relevant lines
Field_name*( Field_name
> number)
relevant lines
Description
Sum of all
relevant fields
in each time
interval.
Count of all
relevant fields
that fit the
condition.
sum of all
relevant fields
that fit the
condition.
5. Examples:
First Example: Sum of All below
Second Example: Conditional Count on page 69
Third Example: Conditional Sum on page 69
First Example: Sum of All
This example is actually not a formula example but it illustrates the syntax of the first
expression above.
By selecting ‘wait_time’ field, we create in each time interval the sum of waiting
times from all the relevant records (within the time interval).
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Second Example: Conditional Count
This example illustrates the syntax of the second expression above.
The expression ‘outcome=12’ (indicates an abandon), creates in each time interval the
number of abandoned calls from all the relevant records (within the time interval).
Third Example: Conditional Sum
This example illustrates the syntax of the third expression above.
The expression ‘wait_time*(wait_time>1)’, creates in each time interval the sum of
waiting times, only for waiting more than 1 second (not including non-waitings), from
all the relevant records (within the time interval).
.
.
.
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A3. How to write a table variable formula
After clicking on the ‘Formula’ button the following window will appear:
Choose the type of variable that you want to create. It is very important to choose the
right type because it affects the units of the variable. For example, if ‘Rate’ is chosen,
then the units are percentage.
1
2
6
3
4
5
8
7
In order to prevent using illegal phrases this form is filled out only by clicking on the
wanted item and not by typing it on the keyboard.
1. Writing a phrase:
Writing a phrase is done by clicking once on each wanted item in the order of its
appearance in the expression. The expression will be written in the expression line (1).
The available items are:
• (2) Field name: Click on the wanted field to add the field name to the
expression. Notice the ‘Field type’ (3) in the column to the right of the ‘Field
name’ column. The available fields are those that were declared in the ‘Input
fields’ tub.
70
•
•
(4) Operators/functions: Add brackets or math/logical operators. Click on the
wanted operator.
(5) Number: Add a number to the expression. Write the number in the blank
field and click on ‘Add’.
2. Removing items from an expression:
Removing an item is done by clicking on the ‘Undo’ button (6), placed to the right of
the expression field. Each click on that button removes the last item that was added to
the expression.
3. Apply formula:
When the expression is done click on ‘OK’ (7). If there is no logical error the window
will be closed and the expression will appear in the relevant field. Otherwise an error
message will appear. To abort filter expression click on ‘Cancel’ (8)
4. Examples:
First Example: Rate Variable below
Second Example: Mean Variable on page 72
First Example: Rate Variable
In the example above, we divide the number of abandons with the number of all
arriving calls. This gives us the proportion of abandons from all the calls that reached
the queue during each time interval.
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Second Example: Mean Variable
In the example above, we divide the sum of times of calls being on line
(waiting + service) with the number of all arriving calls. This gives us the average
time of calls being on line (in seconds) during each time interval. We can either get
this time in minutes if we would like to by dividing the expression by 60 (There are
60 seconds per minute). As shown below:
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Appendix B: How to write a filter condition
Writing a filter condition is very similar to writing a formula except for one change.
There is a filter button (1): “Field: X filter” or “Field: time filter”. Clicking on it will
add a ‘v’ sign to the expression line (2). The ‘v’ sign represents the type of the filter
field (Time, X type). For example, if the field type is ‘Duration’, than the expression
“v<30” means that the only records that will be accounted for are those that their X
value is less than 30 seconds.
6
2
3
1
4
5
8
7
1. Writing a phrase:
Writing a phrase is done by clicking once on each wanted item in the order of its
appearance in the expression. The available items are:
• (3) Operators/functions: Add brackets or logical operators. Click on the
wanted operator.
• (4) Number: Add a number to the expression. Write the number in the blank
field and click on ‘Add’.
• (5) Time (hh:mm:ss): Add time in format hh:mm:ss to the expression. Write
the hour in the left blank field and the minutes on the right. Then click on
‘Add’.
Note that ‘Number’ and ‘Time’ items do not appear in all the filter forms (according
to the field that the filter corresponds to).
2. Removing items from expression:
Removing an item is done by clicking on the ‘Undo’ button (6), placed on the right of
the expression field. Each click on that button removes the last item that was added to
the expression.
3. Apply formula:
73
When the expression is done click on ‘OK’ (7). If there is no logical error the window
will be closed and the expression will appear in the relevant field. Otherwise an error
message will appear. To abort filter expression click on ‘Cancel’ (8)
4. Examples:
First example: X-Field filter below
Second example: Time Filter below
First example: X-Field Filter
The following window will appear when clicking on ‘Formula’ button.
The ‘v’ sign represents the X-Field and is added by the “Field: X filter” button. In the
example above, assume that the X-Field that was selected is ‘service time’. In this
case the condition says that the only segments that will be accounted for are those that
their service time is more than 2 seconds.
Second example: Time Filter
74
In the example above the only records that will be accounted for are those that their
‘Time filter field’ value is between 08:00:00 and 22:30:00. The time filter field is set
on the second tub – “Input table”.
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Appendix C: How to write a condition formula
After clicking on the ‘Formula’ button in the ‘Where’ section on the ‘Input Table’ tub
the following window will appear:
1. Writing a phrase:
Writing a phrase is done by clicking once on each wanted item in the order of its
appearance in the expression. The expression will be written in the expression line (1).
The available items are:
• (2) Field name: Click on the wanted field to add the field name to the
expression. Notice the ‘Field type’ (3) in the column to the right of the ‘Field
name’ column. The available fields are those that were declared in the ‘Input
fields’ tub.
• (4) Operators/functions: Add brackets or math/logical operators. Click on the
wanted operator.
• (5) Number: Add a number to the expression. Write the number in the blank
field and click on ‘Add’.
• (6) Time (hh:mm): Add time in format hh:mm to the expression. Write the
hour in the left blank field and the minutes on the right. Then click on ‘Add’.
2. Removing items from an expression:
Removing an item is done by clicking on the ‘Undo’ button (7), placed on the right of
the expression field. Each click on that button removes the last item that was added to
the expression.
3. Apply formula:
When the expression is done click on ‘OK’ (8). If there is no logical error the window
will be closed and the expression will appear in the relevant field. Otherwise an error
message will appear. To abort filter expression click on ‘Cancel’ (9).
See example on page 77
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Example
In this example, the only records that will be regarded are those that their
service_group field is equal to 2 and their cust_subcall field is equal to 1.
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