Capability Sixpack: Normal for Decrease Hold Time

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

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

Example

Hold time is the amount of time a caller is on hold before an agent connects with them.

In this worksheet, Hold Time is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Hold time.
Select Decrease hold time, 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 hold time data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for hold time. This is the highest hold time that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your hold times follow a bell-shaped pattern in the histogram.)
Click OK.

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