CART® Regression for Predict Hold Time

Use CART® Regression to use complex relationships with multiple predictors to predict 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 response. Schedule Adherence and Call Volume are the continuous variables. Call Center Location and Department are the categorical variables. The predictors may explain differences in hold time.

C1	C2	C3	C4-T	C5-T
`Hold Time`	`Schedule Adherence`	`Call Volume`	`Call Center Location`	`Department`
102	60	30	East	Billing
58	80	18	East	Customer Service
45	76	15	West	Billing
50	80	20	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Hold time.
Select Predict hold time, then click OK.
Select CART® Regression, then click OK.
In Responses, enter the column that contains the hold time data. The response is also called the Y variable.
In Continuous predictors, enter the columns of numeric data that may explain or predict changes in hold time. The predictors are also called X variables.
In Categorical predictors, enter the categorical classifications or group assignments that may explain or predict changes in hold time. The predictors are also called X variables.
Click OK.

Tip

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