PlotResolutionTimeByAgent: Create a plot of the resolution time by date

In stevenranney/ispiranteRanney: Functions to analyze Ispirante data

Description

This function plots the resolution time (in hours) and produces a box

plot of those values for each assignee_name in the dF. The

call volume of an agent is produced.

Usage

PlotResolutionTimeByAgent(dF, resTime = "first", ...)

Arguments

dF	The dataFrame for which to plot resolution time by date level.
resTime	A character vector that indicates which resolution time within business hours to plot. Other values include "full".
...	Arguments to be passed to other functions. Specifically, this can take the form of identifying which date value is of interest. For example the sample datasets provided all had either at least assigned_at or created_at values. The AssignDateAndDay can used either of these values as the date of interest.

Details

Resolution time in all sample dataFrames is factor; this function

converts apparently numeric values to as.numeric.

This functions converts values that are nan.0 to NA.

The red dots on a plot indicate outliers in the data set. In the

geom_boxplot documentation, outliers are defined as data points

fall outside of 1.5 * IQR where IQR stands for the "Inter-Quartile

Range" of the data.

Plots are generated by the function ggplot

The blue line in the top plot of the window is the number calls

received by each assignee_name. Assignees with high volume and low

resolution times are the most efficient agents. The combination of these

plots can tell a manager which employees are most efficient at resolving

calls.

The red line in the bottom plot of the window produced from this function

is the mean resolution-time value for the entire data frame. Agents whose

medians are below this line may be more effective at resolving customer

issues. Further, agents that are more effective at resolving issues could

be considered as 'trainers' for new staff.

Author(s)

Steven H. Ranney

Contact: [e-mail]

Steven Ranney

stevenranney/ispiranteRanney documentation built on May 30, 2019, 4:46 p.m.