Essay on Introduction to Databases

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Introduction to Databases
What is a database? A database is a collection of data structured and organized in a disciplined fashion so that it is possible to access information of interest as quickly as possible. (Newton, 193)
In residential sales at TDS Metrocom, the database that is used almost exclusively is Microsoft Access. We use access to track incoming e-mails, keep track of individual and team performance statistics, inbound call volume, and we use Access to provision a customers order for Internet service to coincide with the provisioning of their phone service.
In using Access to track all incoming e-mail from customers to us we have two databases, in the first database I enter the date the e-mail came in, the hour the e-mail(s)
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The e-mails are broken down into twenty categories. These categories include; whether an e-mail was forwarded to a different department or what type of question or comment the e-mail contained. This allows us to see what type of training is needed in the department, or if we need to improve a departmental process.
The individual performance statistics, team statistics and inbound call volume statistics use two different databases. However, one database is useless without the other. Individual and team statistic are truly one in the same. The data is just interpreted somewhat differently. In individual statistics, the raw data is fed into the database from the telequent call center reporting software. This software tracks the following, scheduled hours, number of calls taken by the RSA (Residential Sales Advisor), talk time, idle time (time waiting for a call), wrap time (time after a call has completed but before the RSA is available to take another call) and adherence to schedule. For statistics the same data is used but for an entire sales team. This data allows us to see if an RSA or team of RSA’s is effectively using their time during the day. When you add inbound call volume to the mix you see how intertwined the two databases are. If you see a high call volume at noon, and notice that half the team went to lunch at noon when only a quarter of the team was scheduled for lunch, you know that there

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