Pareto Chart for Visualize Service Level

Use Pareto Chart to visualize the common reasons that the ticket did not meet the service level agreement.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Service level is the ability to meet the standards in a Service Level Agreement (SLA).

In this worksheet, Reason contains the reasons for an unmet service level agreement. Call Center Location is the optional grouping variable. You can also use a frequency column.

C1-T	C2-T
`Reason`	`Call Center Location`
High agent absenteeism	East
Inaccurate call forecasting	East
Calls longer than expected	West
High agent absenteeism	West

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Service level.
Select Visualize service level, then click OK.
Select Pareto Chart, then click OK.
In Defects or attribute data in, enter the column that contains the reasons for an unmet service level agreement.
(Optional) In Frequencies in, enter the column that contains the counts of the summary data.
(Optional) In BY variable in, enter the column that contains the group identifiers.
Click OK.

Tip

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