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Analysis techniques

rmg1
rmg1 Posts: 3,159 Forumite
Part of the Furniture 1,000 Posts Name Dropper
in Techie Stuff
Hi all

I'm looking for some help on finding an analysis technique for analysing data that would be applied to call-centre statistics.
I'm not looking for someone to hand me the answer, just some tips on searching for techniques that can be easily explained.

All help gratefully received.
:wall: Flagellation, necrophilia and bestiality - Am I flogging a dead horse? :wall:

Any posts are my opinion and only that. Please read at your own risk.

Comments

  • Richie-from-the-Boro
    Richie-from-the-Boro Posts: 6,945 Forumite
    Tenth Anniversary 1,000 Posts Name Dropper
    Do you mean : queueing theory, lognormal distribution, inhomogeneous Poisson process,censored data, human patience, prediction of Poisson rates, Khintchine-Pollaczek formula, service times, arrival rate, abandonment rate, multiserver queues.

    http://www-stat.wharton.upenn.edu/~lbrown/Papers_and_Research_Reports/callcenterpaper.pdf
    Disclaimer : Everything I write on this forum is my opinion. I try to be an even-handed poster and accept that you at times may not agree with these opinions or how I choose to express them, this is not my problem. The Disabled : If years cannot be added to their lives, at least life can be added to their years - Alf Morris - ℜ
  • sharkie
    sharkie Posts: 624 Forumite
    this is normally built in to both the call logging s/w and the phone management system. Mainly it depends on how your SLA's are written. Thought about ITIL?
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