Display Descriptive Statistics for Visualize Hold Time

Use Display Descriptive Statistics to describe the average, range, and distribution of hold time using graphs and tables.

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 variable. Department is the optional grouping variable.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Hold time.
Select Visualize hold time, then click OK.
Select Display Descriptive Statistics, then click OK.
In Variables, enter the column that contains the hold time data.
In By variables (optional), enter the columns that contain the grouping data to explore the differences between the groups.
Click OK.

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