Dashboard for
Statistical Visualization
of Client Service Events
Alex Zolot (Zolotovitski), PhD
alex.zolot@statvis.com
www.StatVis.com
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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, …
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Sorted data
Case DateTime Event Type Time
Case1 T1
Ev1 Type1 0
0
Case1 T2
Ev3 Type1 T2-T1 E1
Case1 T3
Ev7 Type1 T3-T2 E3
Case2 T4
Ev3 Type1 0
0
……
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PrEv
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OLAP dimensions.
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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.
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Longitudinal Analysis: Run Chart
TTR = Time-To-Resolve = DateTime(CaseClosed) – DateTime(CaseCreated)
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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, …
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Cross-Sectional Analysis –Time Between Events:
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Cross-Sectional Analysis –Time Between Events:
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Cross-Sectional Analysis –Time Between Events:
MTBE
Freq
MTBE TTR
900
100000
800
CREATION
80000
700
CREATION
60000
Freq
FIRST_CONTACT_HW
REQUEST
40000
COMP_PEND
TTR, days
FIRST_CONTACT_SW
MTBE
RECEIVED
RECEIVED
600
FIRST_CONTACT_SW
500
FIRST_CONTACT_HW
400
REQUEST
COMP_PEND
300
CLOSED
CLOSED
20000
WAREHOUSE_UPDATE
WAREHOUSE_UPDATE
200
100
0
R
S
H
Q
P
C
W
0
R
S
Event
H
Q
P
C
W
Event
• Traditional way to represent 2 (pivot) tables: Freq and MTBE (Event x PrevEvent )
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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”)
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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.
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Cross-Sectional Analysis – Tower Charts
7
7
3
3
1
1
f(i) =3 Q(3. i /3D
N)Towers
= ECDF-1(i / N)
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
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Cross-Sectional Analysis –Time Between Events:
Bed Chart with Tower Petals
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Flower
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Cross-Sectional Analysis – Evolution of Elements
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Cross-Sectional Analysis by Types of Cases:
Traditional way To represent 2 (pivot) tables: Freq and TTR
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(HW Platform) x (Product)
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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.
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Dashboard for Statistical Visualization of Client
Service Events
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Dashboard for
Statistical Visualization
of Client Service Events
Alex Zolot (Zolotovitski), PhD
alex.zolot@statvis.com
www.StatVis.com