Heatmap for Visualize Relationships With Average Speed Of Answer

Use Heatmap to visualize speed of answer by multiple categorical variables.

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 graph variable. Issue is the row variable. Call Center Location and Department are the column variables.

C1	C2-T	C3-T	C4-T
`Speed of Answer`	`Issue`	`Call Center Location`	`Department`
38	Late payment	East	Billing
28	Technical question	East	Customer Service
22	Incorrect charge	West	Billing
18	Technical question	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Average speed of answer.
Select Visualize relationships with average speed of answer, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the speed of answer data.
From Function, select the function of speed of answer. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of speed of answer in each rectangle.
In Row variables enter up to five columns that define the rows.
In Column variables enter up to five columns that define the columns.
Click OK.

Tip

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