Servelec Group - C.H.A.P.S. and L.A.D.Y.
Call Handling Advanced Performance Stats & Lifetime Analytic Data Yield
The Team: Tim MacLaren, Leslie Shields, James Todd, and Sarah Wallace
Well here we are, less than two days to our deadline and we're starting our 12 hour (or so) hackathon; so what are we going to do? Well the brief said "Just show up with your ideas and energy to develop some amazing visualisations". So we've shown up (tick number one) and we are ready and energised (tick number two) thanks to some Irn Bru (made from girders you know), breakfast and doughnuts (thanks boss!) to develop some amazing visualisations (hopefully tick number three!).
I've written this blog as we go along and I hope you enjoy our adventure through the hackathon.
Our project is to develop some cool visualisations that give dashboards for Call Handling Advanced Performance Stats & Lifetime Analytic Data Yield, or in other words C.H.A.P.S & L.A.D.Y. In essence think of a call handling and first line support operation and the information that is gathered through an IT Service Management solution and how that could integrate to PI to give an overview of what is going on. We want to see high level information and then drill down to more specific details.
In service management, be that a call centre, an IT Service Desk, or any type of environment that handles calls you want to be able to have information easily to hand that can give you quick answers to:
- are the call handlers performing?
- how many calls have been answered or missed?
- have we met our clients/callers expectations on response times?
- are we on target to deliver on the expected levels of calls for the day?
- how many tickets have been resolved within their Service Level Agreement time and how many have missed it?
- how many critical incidents are being dealt with?
At first glance you want to be able to see the real-time data, but also have the capability to see the previous day, week, month, year and so on; this is the basis of our call handling dashboard. This type of information is useful to team leaders, management and also the call handlers or engineers taking the calls so everyone can see how they are performing, the volume of calls and be able to focus on the needs of the business as well as the satisfaction of the customer.
That tells you a bit about what we're doing and a short introduction on how we're going about it, but what about our hackathon day? Well, the morning was spent with two teams, one concentrating on the coding, the other on the AF structure and designing the layout. Around 1 pm we broke for a working lunch and reviewed where we were, we seemed to be on track for getting our solution together with the basis of the custom symbols coming together nicely.
During the early stages of the afternoon, the AF structure was finalised and took the form of the elements and attributes we deemed necessary for the dashboard, this ranged from a daily roll-up of high level information through to elements relating to tickets. The types of attributes we created included the types of call (e.g. incident, critical incident, request), the number of calls a call handler raised and the number of calls closed.
The 'dashboard icon' custom symbol is taking shape and has been designed so it can be re-used and customised depending on what is required, different graphics and data sets can be applied to it, we're wanting to use as little of the built in symbols as possible to show what we can do with the extensibility. This is a glimpse of the symbol towards the end of development, different graphics give examples of how it can be used.
Development continues for our other custom symbols, the 'Information Panel' and 'Dashboard Title'. Our AF structure is nearly there and tags are being built as I type, still lots to do but it is coming together nicely.
The 'Information Panel' custom symbol has been finished and looks good, it will take shape once it has some data in it but here's a flavour.
Development continued into the evening when around 12 hours after we started disaster struck, we lost all connectivity to our servers and couldn't get it back until the following morning, however we were nearly done so all that was left was to create the video.
This is a quick time lapse video of some of the activities during the hackathon https://youtu.be/kWl-8jhJoB0
C.H.A.P.S. & L.A.D.Y. in Use
We created a sample dashboard showing the three custom symbols that we created.
The first symbol is the header that allows for titles or other text to be entered.
The second is the Dashboard Icon symbol, with this custom icons can be added depending on what you are using the symbol for, here's a quick screenshot showing the configuration options:
The third symbol is the Information Panel, this is populated with various information stats for the call handling. Here's a quick screen shot of this too:
This should give you a flavour of the custom symbols that we created and how they can be used and if it were to be developed further, options such as drilling down to more detailed information would be implemented.
Video of the Use of the Symbols
Here's a short video of the symbols being used https://youtu.be/dLXf-sb4C74
From left to right: Leslie, Tim, James & Sarah
GitHub SourceCode Repository
Servelec Controls Ltd. - OSIsoft Partner System Integrator