Capability Sixpack: Normal for Decrease Average Speed Of Answer

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for speed of answer.

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

Example

Speed of answer is the time from when a customer enters the queue to the time when an agent responds to the ticket.

In this worksheet, Speed of Answer is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Average speed of answer.
Select Decrease average speed of answer, then click OK.
Select Capability Sixpack: Normal, then click OK.
Under Data are arranged as, select Single column.
In Single column, enter the column that contains the speed of answer data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for speed of answer. This is the highest speed of answer that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your times follow a bell-shaped pattern in the histogram.)
Click OK.

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