Databases Reference
In-Depth Information
Call Center Fact Groups
Now that each of the dimensions is defined, it is time to look at the different
facts that are needed. These are documented next.
Calls Fact Group
Some of the most critical facts that need to be tracked for a call center are those
related to the handling of incoming calls. The Calls fact group is shown in
Figure 7-11. Note that not every dimension defined earlier is included in this
diagram, only those that are relevant to the calls facts. The minute that the call
began for this employee is recorded for the Time dimension.
Date
Day
Call Outcome
Call
Outcome
Time
Minute
Call;
Calls
Call
Call
Transaction
Customer
Customer
Employee
Employee
Figure 7-11
Call Center Calls fact group
The specific facts that are included in this fact group are described in
Table 7-9.
NOTE
Having the Number of Calls set to one for each row allows a SUM func-
tion, rather than having to COUNT instances. The SUM function is much faster than
the COUNT function.
Call Center Time Tracking Fact Group
The ability to understand how employees are spending their time is critical
for planning resources. It is also important to be able to track patterns in
performance compared to how time is spent. Perhaps more frequent, but
shorter breaks make customer service representatives more productive. This is
the type of information that needs to be learned by studying the data. To that
