Fit Regression Model for Predict Hold Time

Use Fit Regression Model to use 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 is a continuous predictor, and Call Center Location is a categorical predictor. The predictors may explain differences in hold time.

C1	C2	C3-T
`Hold Time`	`Schedule Adherence`	`Call Center Location`
102	60	East
58	80	East
45	76	West
50	80	West

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 Fit Regression Model, 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.