Use CART® Classification to use complex relationships with multiple predictors to predict whether a service level agreement is likely to be met.
This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.
Service level is the ability to meet the standards in a Service Level Agreement (SLA).
In this worksheet, Service Level is the response. The response event is Not met. Schedule Adherence is a continuous predictor, and Call Center Location and Department are categorical predictors.
C1-T | C2 | C3-T | C4-T |
---|---|---|---|
Service Level | Schedule Adherence | Call Center Location | Department |
Not met | 70 | East | Billing |
Met | 80 | East | Customer service |
Met | 82 | West | Billing |
Met | 76 | West | Customer service |
For more information about this analysis, click Help in the main dialog box.