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日期 接听的日期。
每周的某一日 星期几的名称,派生自使用 T-SQL datetime 函数的日期键。
一级接线员、二级接线员 班次中每级接线员的人数。一级接线员表示接线经验超过指定小时数的人。接线经验更少的人为二级接线员。
自动应答数 完全通过 IVR(交互式语音应答)系统来应答的呼叫数。系统在指定的期限后自动应答某些呼叫。此数字表示每个班次通过自动应答系统处理的呼叫数。
呼叫数 此班次时间内接到的呼叫数。
订单数 由呼叫产生的订单数。
问题数 由呼叫产生的问题数。
平均应答时间 每个呼叫占用的平均时间。这包括花在问题、订单和自动应答的时间。
服务等级 班次的挂断率。挂断率用挂断电话的客户百分比来表示。挂断率可以有多种解释,具体取决于它的测量方式。

Using the Sample

You do not need to build the sample. Each page of the workbook contains sample data that is tailored for a specific tool provided in the add-in.
For example, time series data has been provided that is suited for use with both the Forecast tool (in the Table Analysis Tools for Excel) and the Forecasting wizard (in the Data Mining Client for Excel).
Similarly, the Associate worksheet provides sample data that is designed to work well with the Shopping Basket Analysis tool (in the Table Analysis Tools for Excel) and the Associate wizard (in the Data Mining Client for Excel).

See the Introduction page of the workbook for a complete list of the data sets in the workbook, and the type of model that the data set is suited for.

To use the data mining tools, click a cell within the data table you want to use, and then choose the tool from the Data Mining or Analysis ribbons in Excel.

NEW: Call Center data

The following table describes the columns of data in the Call Center data sheet, which is new in this sample.

Item Description
Date The date of operation.
Day of week The name of the day of the week, derived from the date key by using datetime functions.
Level 1 and Level 2 Operators Count of each type of operator on the shift. Level 1 operators means people with experience above a specified number of hours. The ones with less experience are Level 2 operators.
Automatic Responses The number of calls that are answered by an IVR (Interactive Voice Response) system. The system answers some calls automatically, after a specified period. This number represents the number of calls per shift that were completed via the automatic response system.
Calls Number of calls that were received during the shift.
Orders Number of orders that resulted from calls.
Issues Number of issues that were generated as a result of calls.
Average response time Average time spent on each call. This includes time spent on issues, orders, and automatic responses.
Service grade Abandon rate for the shift. The abandon rate is calculated as the percentage of customers who hang up. Abandon rate can have many interpretations depending on how it is measured.

Last edited Jun 20, 2012 at 7:23 PM by Jeannine, version 3


Jeannine Jun 20, 2012 at 7:24 PM 
Copied Chinese description of Call Center data table to this page.