Pareto Chart for Visualize Abandonment Rate

Use Pareto Chart to visualize the common reasons for abandonment calls or tickets.

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, Reason contains the reasons a ticket is abandoned. Call Center Location is the optional grouping variable. You can also use a frequency column.

C1-T	C2-T
`Reason`	`Call Center Location`
Long hold time	East
Long hold time	East
Call was disconnected	West
Self-service	West

How-to

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 Pareto Chart, then click OK.
In Defects or attribute data in, enter the column that contains the reasons a ticket is abandoned.
(Optional) In Frequencies in, enter the column that contains the counts of the summary data.
(Optional) In BY variable in, enter the column that contains the group identifiers.
Click OK.

Tip

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