Heatmap for Visualize Relationships With Hold Time

Use Heatmap to visualize hold time by multiple categorical variables.

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 graph variable. Issue is the row variable. Call Center Location and Department are the column variables.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Hold time.
Select Visualize relationships with hold time, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the hold time data.
From Function, select the function of hold time. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of hold time in each rectangle.
In Row variables enter up to five columns that define the rows.
In Column variables enter up to five columns that define the columns.
Click OK.

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