Bar Chart: Counts of Unique Values for Visualize Abandonment Rate

Use Bar Chart: Counts of Unique Values to compare abandoned and non-abandoned tickets across two or more categories.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Abandonment rate is the percentage of customers that disconnect or abandon a ticket or call before they can work with an agent.

In this worksheet, Ticket Status, Department and Call Center Location are the categorical variables to plot.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Abandonment rate.
Select Visualize abandonment rate, then click OK.
Select Bar Chart: Counts of Unique Values, then click OK.
In Categorical variables (2-4, outermost first), enter the column that contains data on abandonment status and one to three additional columns of categorical data. The first variable is the outermost on the scale and the last variable is the innermost.
Click OK.

For more information about this analysis, click Help in the main dialog box.