Capability Sixpack: Normal for Decrease Average Age Of Ticket

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for ticket age.

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

Example

The age of a ticket measures the length of time an unresolved ticket is open if not resolved on first contact.

In this worksheet, Ticket Age is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Resolution, select Average age of ticket.
Select Decrease Average Age Of Ticket, then click OK.
Select Capability Sixpack: Normal, then click OK.
Under Data are arranged as, select Single column.
In Single column, enter the column that contains the ticket age data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for ticket age. This is the highest ticket age that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your ticket age times follow a bell-shaped pattern in the histogram.)
Click OK.

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