Individuals Chart for Visualize Average Speed Of Answer

Use Individuals Chart to analyze the stability of speed of answer with control limits.

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.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Average speed of answer.
Select Visualize average speed of answer, then click OK.
Select Individuals Chart, then click OK.
In Variables, enter the column that contains the speed of answer data.
Click OK.

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