Late Night Informational App

Caller and Call Center Agent Analysis

Please refer to the additional data sheet provided separately

The file contains data for a info commercial (late night commercial) app (-- Imagine those iklan
for panci presto or ultra red heater that you see on tv but being streamed on mobile app all day
long). Where a user can open the app and look for products demonstration online (just like the
late night info commercial on TV). If the user needs help to complete transaction they can see if
there is agent available to help. If the is an agent available, they can request the agent to call
them to complete transaction.

So, for example, from this data look at row 11, or the hour beginning 4pm (hour 16), September
10th, 2012:
 
During this hour: 
11 people opened the call center app (Eyeballs). 
2 of them did not see any agents (Zeroes), and 
4 of them requested a call (Requests).
Of the 4 Requests, only 3 complete calls actually resulted (Completed).
During this time, there were a total of 6 call center agents who logged in (Unique Agents).

Question 1
A) I was able to download the data, open the file, and view Row 11!
B) Nuts...either I couldn't download the file, it wouldn't open, or the data in Row 11 was not
correct.
Answer:

Question 2
Which date had the most completed call during the two week period?
A) 14 Sept
B) 15 Sept
C) 21 Sept
D) 22 Sept
Answer:

Question 3
What was the highest number of completed calls within a 24 hour period?
A) 311
B) 258
C) 278
D) 289
Answer:

Question 4
Which hour of the day had the most call requests during the two week period?
A) 7am-8am
B) 7pm-8pm
C) 10pm-11pm
D) 11pm-12am
Answer:

Question 5
What percentage of all zeroes during the two week period occurred on weekends (Friday at 5pm
to Sunday at 3am)?
 
Tip: The local time value is the start of the hour (e.g., 15 is the hour from 3:00pm - 4:00pm)
A) 45.1%
B) 38.7%
C) 44.9%
D) 37.0%
Answer:

Question 6 
In drafting an agent schedule in terms of 8 hour shifts, when are the busiest 8 consecutive hours
over the two week period in terms of unique requests?
 
Assume that an agent will work the same shift each day.
A) 7pm-3am
B) 5pm-1am
C) 2pm-10pm
D) 4pm-12am
Answer:

Question 7
True or False: Agent supply always increases when demand increases during the two week
period.
 
Tip: Visualize the data to confirm your answer if needed
A) True
B) False
Answer:

50
45
40
35
30
25
20
15
10
5
0

Requests Unique Agents

Question 8
In which 72 hour period is the ratio of Zeroes to Eyeballs the highest?
A) 4am 9/19 - 4am 9/22
B) 11am 9/20 - 11am 9/23
C) 5pm 9/14 - 5pm 9/17
D) 4am 9/16 - 4am 9/19
Answer:

Question 9
If you could add 5 agents to any single hour every day during the two week period, which hour
should you add them to?
 
Hint: Consider both potential caller eyeballs and agent supply when choosing
A) 5pm - 6pm
B) 9pm - 10pm
C) 11pm - 12am
D) 5am - 6am
Answer:

Question 10
Looking at the data from all two weeks, which time might make the most sense to consider a true
"end of day" instead of midnight? (i.e., when are supply and demand both at natural minimums)
 
Tip: Visualize the data to confirm your answer if needed
A) 11pm
B) 2am
C) 4am
D) 7am
Answer:
Request
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
10-Sep-12 Monday 2 2 0 1 4 2 0 0 2 4 4 4 3 0 1 2 3
11-Sep-12 Tuesday 1 1 0 0 0 0 3 2 0 0 1 0 0 1 2 2 1 0 8 9 7 5 6 3
12-Sep-12 Wednesday 1 1 1 0 0 1 4 5 8 6 4 8 8 9 6 11 7 7 4 6 3 4 5 5
13-Sep-12 Thursday 2 1 3 2 0 1 2 1 1 0 2 2 5 4 1 3 3 3 3 8 3 7 3 7
14-Sep-12 Friday 4 5 3 1 1 2 3 2 1 4 2 4 4 1 2 3 4 5 9 10 9 9 20 29
15-Sep-12 Saturday 24 14 27 7 0 1 0 1 3 3 3 2 2 7 10 8 5 8 25 34 20 20 34 24
16-Sep-12 Sunday 20 17 15 6 3 1 2 0 2 3 1 2 4 0 7 3 3 3 3 2 10 5 3 3
17-Sep-12 Monday 2 2 1 0 1 1 4 0 1 4 3 0 2 2 1 1 5 10 9 9 4 3 6 7
18-Sep-12 Tuesday 13 2 7 3 0 0 0 3 2 1 1 4 3 0 4 3 3 4 1 8 5 5 6 3
19-Sep-12 Wednesday 0 0 2 1 0 0 3 2 2 0 2 5 1 4 1 0 4 3 3 2 2 5 10 2
20-Sep-12 Thursday 3 1 1 2 0 0 1 2 2 2 2 3 3 0 2 3 5 9 4 16 6 8 15 5
21-Sep-12 Friday 11 5 2 0 0 0 2 0 0 1 1 1 1 7 10 7 12 26 22 19 21 17 29 46
22-Sep-12 Saturday 27 24 18 3 3 2 1 0 5 1 3 7 14 17 21 23 18 10 13 24 14 19 33 44
23-Sep-12 Sunday 32 23 18 9 1 4 1 2 0 1 2 5 4 3 4 2 8 6 11 6 3 4 2 3
24-Sep-12 Monday 2 0 2 1 0 1 2

Total 142 96 100 35 9 14 28 22 29 26 28 47 53 55 71 71 82 98 119 156 107 112 174 184

Agent
0 1
10-Sep-12 Monday
11-Sep-12 Tuesday 3 3
12-Sep-12 Wednesday 2 2
13-Sep-12 Thursday 0 0
14-Sep-12 Friday 3 2
15-Sep-12 Saturday 19 18
16-Sep-12 Sunday 15 15
17-Sep-12 Monday 2 0
18-Sep-12 Tuesday 4 1
19-Sep-12 Wednesday 3 3
20-Sep-12 Thursday 4 1
21-Sep-12 Friday 9 7
22-Sep-12 Saturday 27 24
23-Sep-12 Sunday 18 18
24-Sep-12 Monday 2 0
2 3 4 5 6 7 8 9 10 11 12 13 14
9 14 14 14 11 11 9 9
1 1 1 0 3 5 6 6 8 9 8 7 5
0 0 0 1 3 4 11 12 15 16 14 14 15
0 0 0 0 2 4 8 9 10 9 10 8 10
1 0 0 1 4 5 7 7 10 12 11 10 7
12 8 1 0 0 1 2 2 2 3 3 4 6
12 7 2 1 0 1 3 3 4 4 7 5 5
0 0 0 4 5 8 10 10 10 9 9 8 8
0 0 0 0 3 5 9 11 9 9 10 11 7
1 0 0 1 5 7 6 10 12 12 11 7 8
0 0 0 0 2 4 6 7 9 12 12 11 11
5 0 0 0 2 4 6 7 8 10 9 9 12
12 8 1 0 0 1 3 6 9 9 9 10 15
18 16 4 0 1 2 4 6 9 8 8 9 7
0 0 0 3 7

Total 111 94 62 40 9 11 37 60 95 110 129 133 132 122 125

In excel use formula min to find out the minimum request and agent