Databases Reference
In-Depth Information
Table 7-10
Call Center Time Tracking Fact Definitions
FACT NAME
FACT DEFINITION
AGGREGATION RULE
Regular Hours
Worked
Number of hours worked at this
specific task at a regular or salaried
pay rate. Time is tracked in
quarter-hour increments.
SUM
Overtime Hours
Worked
Number of hours worked at this
task at an overtime pay rate
SUM
Call Forecast Fact Group
In order to be able to schedule employees effectively, it is helpful to have an
estimate of the expected call volume. The forecast is used to develop employee
work schedules. Development of these work schedules is operational in nature.
The call volume forecast is useful in the data warehouse to compare with actual
call volumes. This enables fine-tuning of the forecasting process. Figure 7-13
shows the Call Forecast fact group. Note that the Time dimension is at the
hour level of detail. Call volume is not forecast at the minute level of detail.
Table 7-11 has the definitions for the Call Forecast facts.
Date
Day
Call Outcome
Call
Outcome
Time
Hour
Call;
Call
Forecast
Figure 7-13
Call Center Call Forecast fact group
Table 7-11
Call Center Call FORECAST Fact Descriptions
FACT NAME
FACT DEFINITION
AGGREGATION RULE
Forecast Call
Minutes
Expected number of minutes to be
spent on the phone with customers
SUM
Forecast
Number of Calls
Number of calls expected during
this hour
SUM
