Heatmap for Visualize Relationships With Average Age Of Ticket

Use Heatmap to visualize ticket age 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

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 graph variable. Agent 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 Ticket Resolution, select Average age of ticket.
Select Visualize relationships with average age of ticket, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the ticket age data.
From Function, select the function of ticket age. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of ticket age 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.