In the previous post I showed you were all the information is held in the BP database to allow you to start creating reports or using the data to build applications.
The first report I wanted to build was adherence and the easiest way to do this was to create two arrays with 86400 elements in each, one for every second of the day. The first is the scheduled data and the second is the actual data.
Scheduled Data
I set up a loop going through each advisor in the structure and within this loop another loop which stepped through the scheduled information for this advisor, this loop populated the scheduled array with an activity code which I set up.
Actual Data
Then after this loop had finished but still inside the first loop I collected the actual data in the same way, filling each second in the array with the actual activity code I set up.
Matching Up
Using another loop I stepped through each second in the arrays and cross checked each second against the scheduled and the actual. I used two variables adherent and non-adherent, so if the codes matched then this was adherent else it was not. This then gave me a total time adherent and non adherent. From this I could make a simple calculation to give the adherence.
This method, although the most accurate, does not allow for any deviation, either positive or negative in the schedule.
Also within the above loops I set up other variables to capture key information which can be added to a report to help manage advisors on adherence or other scheduling issues. Also Key call stats can be extracted from this data to give some insight into advisor behaviour.
I set up variables to capture scheduled data, how much time should be spent taking calls, how much time should be spent on breaks, lunches, meetings etc. I also collect the actual time spent in those states and then in the report compare this. This allows team leaders to quickly see where the adherence is being lost and manage this effectively.
I have then set up templates to output the information so this can be imported into other reports so with a simple text file output I can save the data to be used a at a later date.
Due to the fact that our blue pumpkin data does not update until over night when I run the extractor I usually run this for 5- 10 days at a time to ensure any changed schedules are picked up in future reports. The actual data does update live throughout the day and I will show another time how I use this to manage advisors real time in a simple dashboard.
