Visualization
Once the text is read and converted into a database, the database can be read and fed into a visualization tool. The visualization tool can be used to create a dashboard. Fig 8.2 shows a dashboard that can be created.
The dashboard that has been created shows the activities that are occurring inside the call center.
On the top left hand side is the display of the type of calls that are occurring in the call center ranked by the number of calls. Typical of calls are complaints, questions, inquiries about sales, and installation questions. This information tells management the general demeanor of the activities going through the call center.
On the bottom right hand side is the analysis of phone calls by hour of the day. This diagram shows that there is little or no activity during the hours of 2:00 am and 3:00 am. However during prime time, 9:00 am to 4:00 pm, there is a lot of activity. Furthermore the analyst can drill down on the hour to go to a lower level...
