Pie Chart for Visualize First Contact Resolution

Use Pie Chart to visualize the percentage of tickets that are resolved during the first contact.

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 contains data to indicate whether an agent resolved the ticket during the first contact. Department is the optional grouping variable.

C1-T	C2-T
`First Contact Resolution`	`Department`
Resolved	Billing
Resolved	Customer service
Resolved	Billing
Unresolved	Customer Service

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 Pie Chart, then click OK.
In Categorical variables, enter the column that contains the resolution status.
To explore groups in your data, do one of the following.
- In the web app, in Group variables (0-2), enter the columns that define the groups.
- In the desktop app, select Multiple Graphs. On the By Variables tab, enter the columns that define the groups.
Click OK.

Tip

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