Heatmap for Visualize Relationships With Callback Messages

Use Heatmap to visualize callback messages by multiple categorical variables.

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

Example

Callback messages are the number of voicemail messages left for agents to call back over a specific time period.

In this worksheet, Callback Messages is the graph variable. Department is the row variable. Issue and Call Center Location are the column variables.

C1	C2-T	C3-T	C4-T
`Callback Messages`	`Department`	`Issue`	`Call Center Location`
102	Billing	Late payment	East
58	Billing	Technical question	West
45	Customer Service	Incorrect charge	East
50	Customer Service	Technical question	West

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Volume, select Callback messages.
Select Visualize relationships with callback messages, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the callback message data.
From Function, select the function of callback messages. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of callback messages in each rectangle.
In Row variables enter up to five columns that define the rows.
In Column variables enter up to five columns that define the columns.
Click OK.

Tip

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