Bar Chart: Counts of Unique Values for Visualize First Contact Resolution

Use Bar Chart: Counts of Unique Values to compare resolved and unresolved tickets across two or more categories.

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, First Contact Resolution, Department and Call Center Location are the categorical variables to plot.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Resolution, select First contact resolution.
Select Visualize first contact resolution, then click OK.
Select Bar Chart: Counts of Unique Values, then click OK.
In Categorical variables (2-4, outermost first), enter the column that contains the resolution status and one to three additional columns of categorical data. The first variable is the outermost on the scale and the last variable is the innermost.
Click OK.

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