Please see attached screen shot. There is a big discrepancy between the Total Tranactions vs Data Points column. The report is generated from CEM -> Analysis Graphs -> Time. Anyone knows the difference between Total Transactions vs Data Points? I can't find exact definition for Data Points. I always thought Data Points = Total Transactions - Defects but I'm wrong.
Any help will be appreciated.
Data Points refers to the number of observations, not the total number of transactions.
Remember, CEM is very Six Sigma centric in terms of what you see in these reports. A lot of the terms you'll see on the dashboards, like DPMO, you can find on web as it is referred to Six Sigma terminology.
So take the last row for example, Total Transactions = 214,125 but only 154,586 Data Points are used to calculate AvgRT? What happens to the remaining 59,000+ transactions? I'm not challenging how CEM should calculate its numbers. I'm looking for an appropriate answer to give to my senior management.
It's early afternoon where I'm at and I still haven't had enough coffee!
I believe the remaining are the defective transactions, as opposed to the successful observed transactions.
Hiko, sorry did not mean to be pushy......
Anyone else has a good explanation on Data Points in plain english? I don't think management cares about technical.
Let me try.
Total Transactions includes both successfull and defective transactions whereas Data Points represent only the number of good transactions for which CEM has got both request and response. Imagine a scenario where some transcations have missing response defects. These transactions will increase the count of total transactions but still it will not be added in data points.
Hope this is simple!!!
Thanks & Regards,