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DataMOCCA

DataMOCCA is a universal data repository and interface for storing, retrieving, analyzing, and displaying call center data. It allows for the study of customers, service providers/agents, and managers/systems, including wait time, abandonment, service duration, activity profile, loads, queue lengths, and trends.

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DataMOCCA

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  1. DataMOCCA Data MOdels for Call Center Analysis Project Collaborators: Technion: Paul Feigin, Avi Mandelbaum Valery Trofimov, Students & RA’s, Technion Statistics Laboratory Wharton: Larry Brown, Noah Gans, Haipeng Shen (N. Carolina), Students, Wharton Financial Institutions Center Companies: U.S. Bank, Israeli Cellular Phone (both Aspect-Based), …

  2. Project Data MOCCA • Goal: Designing and Implementing a • (universal) data-base/data-repository and interface • for storing, retrieving, analyzing and displaying • Call-by-Call-based data/information Enable the Study of: - Customers - Service Providers / Agents - Managers / System • Wait Time, Abandonment, Retrials • Service Duration, Activity Profile • Loads,Queue Lengths, Trends

  3. Project Data MOCCA • System Components: • Clean databases: operational histories of • individual calls, agents and sometimes customers (ID’s). • 2. Friendly powerful interface: online access to (mostly) operational and (some) administrative data (but no financial data, yet). • Currently Two Databases: • US Bank (220/40M calls, 1000 agents, 2.5 years; 7-20GB). • Israeli Cellular phone company (800 agents, 2.5 years, ongoing).

  4. Data MOCCA - Interface • Daily / monthly / yearly reports & flow-charts for a complete operational view. • Graphs and tables, in customized resolutions (month, days, hours, minutes, seconds) for a variety of (pre-designed) operational measures (arrival rates, abandonment counts, service- and wait-time distribution, utilization profiles,…). • Graphs and tables for new user-defined measures. • Direct access to the raw (cleaned) data.

  5. VRU 3760 Entries 3716 Exits Abnormal Termination 44 28968 Announce 15 48240 Offered Volume Handled Continued 9130 28953 42103 84645 Message 10394 37723 4247 1387 603 295 42542 Direct 10394 Abandon Short Abandon Cancel Disconnect Data MOCCA - Interface Daily Report of April 13, 2004 – Regular Day

  6. VRU 779 Entries 765 Exits Abnormal Termination 14 22650 Announce 3 22157 Offered Volume Handled Continued 22647 2867 19989 46849 Message 4941 18581 2215 709 435 107 26860 Direct 4941 Abandon Short Abandon Cancel Discon nect Data MOCCA - Interface Daily Report of April 27, 2004 - Holiday

  7. Data MOCCA - Interface • Pre-designed Operational Measures: %Abandonment, TSF Time Series

  8. Data MOCCA - Interface • Pre-designed Operational Measures: Arrival Rates, 2/2005 Daily Reports

  9. Data MOCCA - Interface • Pre-designed Operational Measures: Service Times Histograms

  10. Data MOCCA – Customized Interface • New User-Defined Graphs Step 1: Entering Variable Definition Step 2: Processing information from the desired dates Step 3: Creating desired graphs and tables

  11. Data MOCCA – Interesting Scenarios • US Bank: Arrival Rates on Tuesdays in September

  12. Data MOCCA – Interesting Scenarios • Israeli Bank: Histogram of Waiting Time

  13. Data MOCCA – Interesting Scenarios • US Bank: Service Time Histograms for Telesales, 2001-3

  14. Data MOCCA – Interesting Scenarios • Israeli Call Center: Technical Service – Scenario Analysis • Unhandled Calls on May 24th, 2005 • Agents Status on May 24th, 2005

  15. VRU 5609 Entries 5567 Exits Abnormal Termination 42 Announce 26614 28 62866 26586 Offered Volume Handled Continued 11138 63993 157820 Message 15964 49748 15791 1980 1024 432 93827 Direct 15964 Abandon Short Abandon Cancel Discon nect Data MOCCA – Interesting Scenarios Daily Report of April 20, 2004 – Heavily Loaded Day

  16. Data-Based Research: Must (?) & Fun • - Contrast with “EmpOM”: Industry / Company / Survey Data (Social Sciences) • - Converge to: Measure, Model, Validate, Experiment, Refine (Physics, Biology,…) • - Prerequisites: OR/OM, (Marketing) – for Design; Computer Science,Information Systems, Statistics – for Implementation. • - Outcomes: Relevance, Credibility, Interest; Pilot (eg. Healthcare). Moreover, • Teaching: Class, Homework (Experimental Data Analysis); Cases. • Research: Test (Queueing) Theory / Laws, Stimulate New Models / Theory. • Practice: OM Tools (Scenario Analysis), Mktg (Trends, Benchmarking).

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