Pareto Chart for Visualize First Contact Resolution

Use Pareto Chart to visualize the common reasons for unresolved calls or tickets 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, Reason contains the reasons a ticket is unresolved during the first interaction with a customer. Call Center Location is the optional grouping variable. You can also use a frequency column.

C1-T	C2-T
`Reason`	`Call Center Location`
Long hold time	East
Long hold time	East
Call was disconnected	West
Self-service	West

How-to

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 Pareto Chart, then click OK.
In Defects or attribute data in, enter the column that contains the reasons a ticket is unresolved.
(Optional) In Frequencies in, enter the column that contains the counts of the summary data.
(Optional) In BY variable in, enter the column that contains the group identifiers.
Click OK.

Tip

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