Pie Chart for Visualize Abandonment Rate

Use Pie Chart to visualize the percentage of abandoned 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, Ticket Status contains data to indicate whether the ticket was abandoned or resolved. Department is the optional grouping variable.

C1-T	C2-T
`Ticket Status`	`Department`
Resolved	Billing
Resolved	Customer service
Resolved	Billing
Abandoned	Customer Service

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 Pie Chart, then click OK.
In Categorical variables, enter the column that contains the abandonment status data.
To explore groups in your data, do one of the following.
- In the web app, in Group variables (0-2), enter the columns that define the groups.
- In the desktop app, select Multiple Graphs. On the By Variables tab, enter the columns that define the groups.
Click OK.

Tip

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