Individuals Chart for Visualize Hold Time

Use Individuals Chart to analyze the stability of hold time with control limits.

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.

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 Individuals Chart, then click OK.
In Variables, enter the column that contains the hold time data.
Click OK.

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