Binary Fitted Line Plot for Predict First Contact Resolution

Use Binary Fitted Line Plot to use one continuous predictor to predict whether an agent is likely to resolve a ticket during the first interaction with a customer.

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 is the response. The response event is Resolved. Hold Time is the continuous predictor.

C1-T	C2
`First Contact Resolution`	`Hold Time`
Resolved	15.8
Resolved	4.5
Resolved	25.0
Unresolved	50.2

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Resolution, select First contact resolution.
Select Predict first contact resolution, then click OK.
Select Binary Fitted Line Plot, then click OK.
In Response, enter the binary variable that contains the resolution status. Binary variables are categorical variables that have two possible levels, such as pass/fail or true/false. The response is also called the Y variable.
In Response event, select the value that represents a ticket that was resolved during first contact.
(Optional) In Frequency, enter the column that contains the counts that correspond to the response and predictor values in the row.
In Predictor, enter the continuous variable that may explain or predict whether a ticket is resolved during the first interaction with a customer. The predictor is also called the X variable.
Click OK.

Tip

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