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Data Flow Diagrams

This diagram shows call summary data for a help desk.

Diagram Layout
The diagram shows the six data collection points for this example help desk. Call
volumes, wait times, and resolution rates are tracked at each point in the process. The
diagram flows from left to right and top to bottom. Not every caller will experience each
of the steps, if a problem is resolved by a Level One technician, then the caller does not
progress to the Level Two technician.

Data
The data resides in an Excel file named Help Desk Flow Data.xls. The data is stored in
the table named CallData. The data table has the following columns:
Step The name of the current step.
Number of Calls The total number of calls received at this step.
Average Wait Time The time the caller spends on hold.
% Resolved The % of calls received that are resolved at this step.
% Total Resolved The % of all calls received by the help desk resolved at this
step.
% Transferred The % of calls received at this step transferred.
Average Time On Call The average time spent by a technician helping a
customer at this step.

Data Graphics
There are three data graphics used in this diagram.

Data - Call Data


This data graphic is made up of six elements and is applied to the step shapes in the
diagram.
Step A text element.
Number of Calls A text element.
Average Wait Time A text element.
Average Time On Call A text element.
% Resolved A Data Bar element, min 0 max 1.
% Total Resolved A Data Bar element, min 0 max 1.

Data - Call Data Summary


This data graphic is made up of six elements and is applied to the Summary shape in the
diagram.
Step A text element.
Number of Calls A text element.

Average Wait Time A text element.


Average Time On Call A text element.
% Total Resolved A Data Bar element, min 0 max 1.

Data - Callers
This data graphic is made up of two elements and is applied to the first shape in the
diagram.
Step A text element.
Number of Calls A text element.

Refreshing Data
Originally the Visio Drawing and Data files were placed in the following directory C:\
Professional Services. To refresh the data when the data file resides in a different
location use the following steps:
1. Right Click on the External Data window and choose Configure Refresh
2. Click Change Data Source
3. Choose Microsoft Office Excel workbook, then click Next >
4. Click Browse, navigate to and select Help Desk Flow Data.xls, then click
Open
5. Click Next >
6. Click Ok to select a new data source
7. With CallData$ as the range you want to use, and First row of data contains
column headings checked, Click Next >
8. Click Next > to include all columns and all data
9. Click Finish to exit the Data Selector
10. Click Ok to exit the Refresh Data dialog
11. Right Click on the External Data window and choose Refresh Data to refresh
the data in the drawing.

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