2 Proportions for Increase First Contact Resolution

Use 2 Proportions to demonstrate that the proportion of resolved tickets increases after a process improvement.

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

Example

First contact resolution (FCR) is the percentage of tickets that agents resolve during the first interaction with the customer.

In this worksheet, FCR Before and FCR After contain the number of tickets that are resolved during the first interaction with a customer before and after a process improvement. Total Tickets Before and Total Tickets After contain the total number of tickets before and after the process improvement. You can enter these observations directly in the dialog box instead of storing them in the Minitab worksheet.

C1	C2	C3	C4
`FCR Before`	`Total Tickets Before`	`FCR After`	`Total Tickets After`
1583	2358	1832	2272

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Resolution, select First contact resolution.
Select Increase first contact resolution, then click OK.
Select 2 Proportions, then click OK.
From the drop-down list, select Summarized data.
In Number of events, enter the number of resolved tickets before the process improvement as Sample 1. Enter the number of resolved tickets after the process improvement as Sample 2.
In Number of trials, enter the total number of tickets before the process improvement as Sample 1. Enter the total number of tickets after the process improvement as Sample 2.
Select Options. In Alternative hypothesis, select Difference < hypothesized difference. The hypothesized difference defines your null hypothesis. By default, the hypothesized difference = 0. This one-sided test has greater power to detect whether the proportion of resolved tickets has increased after the process change.
Click OK.

Tip

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