Visualisation of Large-Scale Call-Centre Data

The contact centre industry employs 4% of the entire United King-dom and United States’ working population and generates gigabytes of operational data that require analysis, to provide insight and to improve efficiency. This thesis is the result of a collaboration with QPC Limited who provide data collection and analysis products for call centres. They provided a large data-set featuring almost 5 million calls to be analysed. This thesis utilises novel visualisation techniques to create tools for the exploration of the large, complex call centre data-set and to facilitate unique observations into the data.A survey of information visualisation books is presented, provid-ing a thorough background of the field. Following this, a feature-rich application that visualises large call centre data sets using scatterplots that support millions of points is presented. The application utilises both the CPU and GPU acceleration for processing and filtering and is exhibited with millions of call events.This is expanded upon with the use of glyphs to depict agent behaviour in a call centre. A technique is developed to cluster over-lapping glyphs into a single parent glyph dependant on zoom level and a customizable distance metric. This hierarchical glyph repre-sents the mean value of all child agent glyphs, removing overlap and reducing visual clutter. A novel technique for visualising individually tailored glyphs using a Graphics Processing Unit is also presented, and demonstrated rendering over 100,000 glyphs at interactive frame rates. An open-source code example is provided for reproducibility.Finally, a novel interaction and layout method is introduced for improving the scalability of chord diagrams to visualise call transfers. An exploration of sketch-based methods for showing multiple links and direction is made, and a sketch-based brushing technique for filtering is proposed. Feedback from domain experts in the call centre industry is reported for all applications developed

Visualising Business Data: A Survey

A rapidly increasing number of businesses rely on visualisation solutions for their data management challenges. This demand stems from an industry-wide shift towards data-driven approaches to decision making and problem-solving. However, there is an overwhelming mass of heterogeneous data collected as a result. The analysis of these data become a critical and challenging part of the business process. Employing visual analysis increases data comprehension thus enabling a wider range of users to interpret the underlying behaviour, as opposed to skilled but expensive data analysts. Widening the reach to an audience with a broader range of backgrounds creates new opportunities for decision making, problem-solving, trend identification, and creative thinking. In this survey, we identify trends in business visualisation and visual analytic literature where visualisation is used to address data challenges and identify areas in which industries use visual design to develop their understanding of the business environment. Our novel classification of literature includes the topics of businesses intelligence, business ecosystem, customer-centric. This survey provides a valuable overview and insight into the business visualisation literature with a novel classification that highlights both mature and less developed research directions

Parallel Hierarchies: Interactive Visualization of Multidimensional Hierarchical Aggregates

Exploring multi-dimensional hierarchical data is a long-standing problem present in a wide range of fields such as bioinformatics, software systems, social sciences and business intelligence. While each hierarchical dimension within these data structures can be explored in isolation, critical information lies in the relationships between dimensions. Existing approaches can either simultaneously visualize multiple non-hierarchical dimensions, or only one or two hierarchical dimensions. Yet, the challenge of visualizing multi-dimensional hierarchical data remains open. To address this problem, we developed a novel data visualization approach -- Parallel Hierarchies -- that we demonstrate on a real-life SAP SE product called SAP Product Lifecycle Costing. The starting point of the research is a thorough customer-driven requirement engineering phase including an iterative design process. To avoid restricting ourselves to a domain-specific solution, we abstract the data and tasks gathered from users, and demonstrate the approach generality by applying Parallel Hierarchies to datasets from bioinformatics and social sciences. Moreover, we report on a qualitative user study conducted in an industrial scenario with 15 experts from 9 different companies. As a result of this co-innovation experience, several SAP customers requested a product feature out of our solution. Moreover, Parallel Hierarchies integration as a standard diagram type into SAP Analytics Cloud platform is in progress. This thesis further introduces different uncertainty representation methods applicable to Parallel Hierarchies and in general to flow diagrams. We also present a visual comparison taxonomy for time-series of hierarchically structured data with one or multiple dimensions. Moreover, we propose several visual solutions for comparing hierarchies employing flow diagrams. Finally, after presenting two application examples of Parallel Hierarchies on industrial datasets, we detail two validation methods to examine the effectiveness of the visualization solution. Particularly, we introduce a novel design validation table to assess the perceptual aspects of eight different visualization solutions including Parallel Hierarchies.:1 Introduction 1.1 Motivation and Problem Statement 1.2 Research Goals 1.3 Outline and Contributions 2 Foundations of Visualization 2.1 Information Visualization 2.1.1 Terms and Definition 2.1.2 What: Data Structures 2.1.3 Why: Visualization Tasks 2.1.4 How: Visualization Techniques 2.1.5 How: Interaction Techniques 2.2 Visual Perception 2.2.1 Visual Variables 2.2.2 Attributes of Preattentive and Attentive Processing 2.2.3 Gestalt Principles 2.3 Flow Diagrams 2.3.1 Classifications of Flow Diagrams 2.3.2 Main Visual Features 2.4 Summary 3 Related Work 3.1 Cross-tabulating Hierarchical Categories 3.1.1 Visualizing Categorical Aggregates of Item Sets 3.1.2 Hierarchical Visualization of Categorical Aggregates 3.1.3 Visualizing Item Sets and Their Hierarchical Properties 3.1.4 Hierarchical Visualization of Categorical Set Aggregates 3.2 Uncertainty Visualization 3.2.1 Uncertainty Taxonomies 3.2.2 Uncertainty in Flow Diagrams 3.3 Time-Series Data Visualization 3.3.1 Time & Data 3.3.2 User Tasks 3.3.3 Visual Representation 3.4 Summary ii Contents 4 Requirement Engineering Phase 4.1 Introduction 4.2 Environment 4.2.1 The Product 4.2.2 The Customers and Development Methodology 4.2.3 Lessons Learned 4.3 Visualization Requirements for Product Costing 4.3.1 Current Visualization Practice 4.3.2 Visualization Tasks 4.3.3 Data Structure and Size 4.3.4 Early Visualization Prototypes 4.3.5 Challenges and Lessons Learned 4.4 Data and Task Abstraction 4.4.1 Data Abstraction 4.4.2 Task Abstraction 4.5 Summary and Outlook 5 Parallel Hierarchies 5.1 Introduction 5.2 The Parallel Hierarchies Technique 5.2.1 The Individual Axis: Showing Hierarchical Categories 5.2.2 Two Interlinked Axes: Showing Pairwise Frequencies 5.2.3 Multiple Linked Axes: Propagating Frequencies 5.2.4 Fine-tuning Parallel Hierarchies through Reordering 5.3 Design Choices 5.4 Applying Parallel Hierarchies 5.4.1 US Census Data 5.4.2 Yeast Gene Ontology Annotations 5.5 Evaluation 5.5.1 Setup of the Evaluation 5.5.2 Procedure of the Evaluation 5.5.3 Results from the Evaluation 5.5.4 Validity of the Evaluation 5.6 Summary and Outlook 6 Visualizing Uncertainty in Flow Diagrams 6.1 Introduction 6.2 Uncertainty in Product Costing 6.2.1 Background 6.2.2 Main Causes of Bad Quality in Costing Data 6.3 Visualization Concepts 6.4 Uncertainty Visualization using Ribbons 6.4.1 Selected Visualization Techniques 6.4.2 Study Design and Procedure 6.4.3 Results 6.4.4 Discussion 6.5 Revised Visualization Approach using Ribbons 6.5.1 Application to Sankey Diagram 6.5.2 Application to Parallel Sets 6.5.3 Application to Parallel Hierarchies 6.6 Uncertainty Visualization using Nodes 6.6.1 Visual Design of Nodes 6.6.2 Expert Evaluation 6.7 Summary and Outlook 7 Visual Comparison Task 7.1 Introduction 7.2 Comparing Two One-dimensional Time Steps 7.2.1 Problem Statement 7.2.2 Visualization Design 7.3 Comparing Two N-dimensional Time Steps 7.4 Comparing Several One-dimensional Time Steps 7.5 Summary and Outlook 8 Parallel Hierarchies in Practice 8.1 Application to Plausibility Check Task 8.1.1 Plausibility Check Process 8.1.2 Visual Exploration of Machine Learning Results 8.2 Integration into SAP Analytics Cloud 8.2.1 SAP Analytics Cloud 8.2.2 Ocean to Table Project 8.3 Summary and Outlook 9 Validation 9.1 Introduction 9.2 Nested Model Validation Approach 9.3 Perceptual Validation of Visualization Techniques 9.3.1 Design Validation Table 9.3.2 Discussion 9.4 Summary and Outlook 10 Conclusion and Outlook 10.1 Summary of Findings 10.2 Discussion 10.3 Outlook A Questionnaires of the Evaluation B Survey of the Quality of Product Costing Data C Questionnaire of Current Practice Bibliograph

Visual Data Mining : Real Applications and New Approaches

En los últimos años, la visualización de datos se ha convertido en un área muy activa y vital de la investigación. Es una manera eficaz de analizar grandes cantidades de datos para identificar correlaciones, tendencias, valores extremos, patrones, entre otra mucha información. Los datos sin procesar a menudo carecen de sentido, pero representar dichos datos visualmente ofrece al público un contexto importante para entender la información contenida en ellos. Debido a la importancia de esta área de investigación, y a su novedad, esta tesis se centra en esta temática y pretende descubrir nuevos hallazgos, extraer conclusiones y legar contribuciones relevantes a la comunidad científica en dicho campo. Para alcanzar dicho propósito, este trabajo trata de abordar dos objetivos principales. El primer objetivo de la presente tesis es tratar de desarrollar nuevos métodos de visualización para interpretar los resultados de varios algoritmos de minería de datos. Por ejemplo, el análisis de clusters o técnicas de agrupamiento es un gran desafío en la visualización de datos; por esta razón, ambos van a menudo de la mano. Sin embargo, hay una falta de técnicas de visualización asociadas al clustering y clustering jerárquico que proporcionen información sobre los valores de los atributos de los centroides y de las relaciones entre ellos. Por lo tanto, esta tesis investiga nuevas aproximaciones que hagan posible incluir esta información visualmente, además de encontrar nuevos métodos para visualizar los resultados de varios algoritmos de minería de datos, aparte de los anteriormente mencionados, con el fin de ayudar a simplificar su interpretación y para obtener una mejor comprensión. Otro de los objetivos de esta tesis se centra en abordar diferentes problemas reales de diversa índole, algunos de ellos enmarcados en proyectos de investigación financiados. La solución de estos problemas se aborda a través de la visualización de datos y minería de datos visual con el fin de obtener una perspectiva sobre el problema, lo que hace posible la extracción de conocimiento, el descubrimiento de información oculta y encontrar patrones y relaciones entre los datos. En particular, la presente tesis se centra en el uso de los conocidos Self-Organizing Maps (SOMs) para resolver problemas reales en diversos campos de investigación, proporcionando soluciones a problemas complejos que de otra manera habría sido muy difícil de resolver.Data visualization has in recent years become a very active and vital area of research. It is an effective way to analyze large amounts of data to identify correlations, trends, outliers, patterns, among many other information. Raw data are often meaningless, but representing visually such data offers audiences important context for understanding the information contained in them. Due to the importance of this area of research, and its novelty, this thesis aims to discover new findings, draw conclusions and bequeath significant contributions to the scientific community in this field. To achieve this purpose, this work attempts to address two main objectives. The first objective of this thesis is to try to develop new visualization methods for interpreting the results of several data mining algorithms. For example, cluster analysis is a big challenge in data visualization; for this reason, they both often go hand in hand. Nonetheless, there is a lack of visualization techniques associated with clustering and hierarchical clustering that provide information about the values of the centroids’ attributes and the relationships among them. Thus, this thesis researches new approaches that make possible to include this information visually, as well as to find new methods for visualizing the results of several data mining algorithms, apart from those above mentioned, in order to help simplify their interpretation and to obtain a better understanding. Another objective of the present thesis is focused on addressing different real problems of diverse nature, some of them framed in funded research projects. The solution of these problems are approached through data visualization and visual data mining in order to gain insight about the problem making possible the knowledge extraction, the discovery of hidden information, and finding patterns and relationships in data. Particularly, the present thesis focuses on the use of the well-known Self- Organizing Maps (SOMs) to solve real problems in several different fields of research, providing solutions to complex problems that would otherwise have been very difficult to solve

The Nature of Context-Sensitive Solutions, Stakeholder Involvement and Critical Issues in the Urban Context

Over the last several decades many transportation and planning agencies have experienced conflicting demands emerging from the need to develop projects in an expeditious manner while at the same time involving stakeholders in the decision-making process, which sometimes is perceived as slowing project delivery and/or increasing costs. Given this tension between apparently conflicting demands, it is important to understand how the stakeholder involvement is being carried out and what best practices may be recommended. This study examines the issue in the context of a relatively new policy framework – Context Sensitive Solutions (CSS) – which supports the early integration of stakeholders into the planning process. The report pays particular attention to stakeholders’ involvement in projects within urban centers, where there is likely to be more complexity, both in terms of the number of stakeholders and end users affected. CSS is a relatively new process and not consistently interpreted or applied across states and/or agencies. The literature suggests that an underlying assumption when applying CSS principles to community involvement processes is that stakeholders are empowered through clear policies and procedures directed towards their participation. In our research, we found that the extent to which public agencies apply the CSS framework and involve and respond to stakeholders depends on each agency\u27s interest to engage the public in the deliberation process to find the best-fit project for a community. It is likely that the increased integration of stakeholders into the planning and project development process will not become a state of practice until the benefits flowing from community involvement are clearly understood by the agency staff. The CSS literature describes many benefits associated with comprehensive stakeholder engagement, including gaining constituents\u27 buy-in and support for project financing. A movement toward standardizing CSS policies and directives across the country will facilitate a public discussion about the benefits of engaging communities into the project design phase and away from solely expert-based designs. In addition, there are a number of stakeholder involvement practices that, if adopted, could expedite the integration of communities\u27 views and values in the decision-making process, while at the same time minimizing the chances of protracted consultation processes, time delays and additional costs