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Adding a Data Source View for Call Center Data (Intermediate Data Mining Tutorial)

In this task, you add a data source view that will be used to access the call center data. The same data will be used to build both the initial neural network model for exploration, and the logistic regression model that you will use to make recommendations.

To add a data source view

  1. In Solution Explorer, right-click Data Source Views, and select New Data Source View.

    The Data Source View Wizard opens.

  2. On the Welcome to the Data Source View Wizard page, click Next.

  3. On the Select a Data Source page, under Relational data sources, select the Adventure Works DW2008R2 data source. If you do not have this data source, see Basic Data Mining Tutorial. Click Next.

  4. On the Select Tables and Views page, select the following table and then click the right arrow to add it to the data source view:

    • FactCallCenter (dbo)

  5. Click Next.

  6. On the Completing the Wizard page, by default the data source view is named Adventure Works DW2008R2. Change the name to CallCenter, and then click Finish.

    Data Source View Designer opens to display the CallCenter data source view.

  7. In the Data Source View pane, right-click the table FactCallCenter, and then select Explore Data.

    By browsing the data, you can view the following columns for data mining.

Column name

Contains

FactCallCenterID

An arbitrary key created when the data was imported to the data warehouse.

DateKey

The date of the call center operation.

Dates are not unique because the vendor provides a separate report for each shift in each day of operation.

WageType

Indicates whether the day was a weekday, a weekend, or a holiday.

Shift

Indicates the shift for which calls are recorded. This call center divides the working day into four shifts: AM, PM1, PM2, and Midnight.

LevelOneOperators

Indicates the number of Level 1 operators on duty. Call center employees start at Level 1.

LevelTwoOperators

Indicates the number of Level 2 operators on duty. An employee must log a certain number of service hours to qualify as a Level 2 operator.

TotalOperators

The total number of operators present during the shift.

Calls

Number of calls received during the shift.

AutomaticResponses

The number of calls that were handled entirely by automated call processing (Interactive Voice Response, or IVR).

Orders

The number of orders that resulted from calls.

IssuesRaised

The number of issues requiring follow-up that were generated by calls.

AverageTimePerIssue

The average time required to respond to an incoming call.

ServiceGrade

Indicates the abandon rate for the shift. Abandon rate is a metric frequently used by call centers. The higher the abandon rate, the more likely it is that customers are dissatisfied and that potential orders are being lost. The abandon rate is measured per shift.

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