Download - Call Center statistics with R
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Статистика в два клика: применение пакета R для
управления контактным центром
Денис Любивый «Апекс Берг Контакт-‐Центр Консалтинг»
CONTACTIS Аутсорсинговый Контакт Центр
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R
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Основные ресурсы
R-‐project: • hTp://www.r-‐project.org/
Курсы по обучению: • hTps://www.codeschool.com/courses/try-‐r • hTps://www.coursera.org/course/rprog
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ПРИМЕР КОДА И РЕЗУЛЬТАТЫ
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Код для календаря нагрузки на КЦ (сам календарь на следующем слайде)
library("quantmod") library("ggplot2") library("reshape2") library("plyr") library("scales") datasummary <-‐ ddply(data, "date", summarize, Total_for_day = length(tracknum)) datasummary$year <-‐ as.numeric(as.POSIXlt(datasummary$date)$year+1900) datasummary$month <-‐ as.numeric(as.POSIXlt(datasummary$date)$mon+1) datasummary$monthf <-‐ factor(datasummary$month,levels=as.character(1:12), labels=c("Янв","Фев","Мар","Апр","Май","Июнь", "Июль","Авг","Сент","Окт","Ноя","Дек"), ordered=TRUE) datasummary$weekday <-‐ (as.POSIXlt(datasummary$date)$wday+6)%%7 datasummary$weekdayf <-‐ factor(datasummary$weekday,levels=rev(0:6), labels=rev(c("Пн","Вт","Ср","Чт","Пт","Сб","Вс")),ordered=TRUE) datasummary$yearmonth <-‐ as.yearmon(datasummary$date) datasummary$yearmonthf <-‐ factor(datasummary$yearmonth) datasummary$week <-‐ as.numeric(format(as.Date(datasummary$date),"%W")) datasummary <-‐ ddply(datasummary,.(yearmonthf),transform,monthweek=1+week-‐min(week)) # Plot for visits P_calls <-‐ ggplot(datasummary, aes(monthweek, weekdayf, fill = Total_for_day)) + geom_�le(colour = "white") + facet_grid(year~monthf) + scale_fill_gradient(high="#D61818",low="#B5E384", name = "Звонков в день") + labs(�tle = "Calendar Heatmap для контактного центра") + xlab("Неделя месяца") + ylab("День недели") # View plot P_calls
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Код для построения графика «коробка с усиками»: boxplot(TALK_TIME ~ name,data=oldagents,las=2,cex=1)
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График «ScaTer Plot с подписями»
plot(agents$AV_TALK_TIME,agents$AV_HOLD, main= "AV_TALK_TIME vs AV_HOLD", xlab= "AV_TALK_TIME", ylab= "AV_HOLD", col= "blue", pch = 19, cex = 1, lty = "solid", lwd = 2) text(agents$AV_TALK_TIME, agents$AV_HOLD, labels=agents$name, cex= 0.7, pos=3)
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График «ScaTer Plot с подписями»
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Гистограмма
hist(data$TALK_TIME, xlim=range(data$TALK_TIME),breaks=40, xlab= "Время разговора", ylab="частота", main="Распределение времени разговора, 2013 г.", prob=TRUE, cex.lab=1.5, cex.axis=1.5, cex.main=1.5, cex.sub=1.5)
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Пример графика/карты