Binary Fitted Line Plot for Predict Abandonment Rate

Use Binary Fitted Line Plot to use one continuous predictor to predict whether a ticket is likely to be abandoned or resolved.

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 is the response. The response event is Abandoned. Hold Time is the continuous predictor.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Abandonment rate.
Select Predict abandonment rate, then click OK.
Select Binary Fitted Line Plot, then click OK.
In Response, enter the binary variable that contains the abandonment data. Binary variables are categorical variables that have two possible levels, such as pass/fail or true/false. The response is also called the Y variable.
In Response event, select the value that represents an abandoned ticket.
(Optional) In Frequency, enter the column that contains the counts that correspond to the response and predictor values in the row.
In Predictor, enter the continuous variable that may explain or predict whether a ticket is abandoned. The predictor is also called the X variable.
Click OK.

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