1. Data MOdels for Call Center Analysis
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. Goal: Designing and Implementing a
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. Daily Report of April 13, 2004 – Regular Day
Data MOCCA - Interface
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Daily Report of April 13, – Regular Day

6. Daily Report of April 27, 2004 - Holiday
Data MOCCA - Interface
Daily Report of April 27, Holiday
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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,

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. Data MOCCA – Interesting Scenarios
Daily Report of April 20, 2004 – Heavily Loaded Day
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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).