Heatmap for Visualize Relationships With Peak Hour Traffic

Use Heatmap to visualize peak hour traffic 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

Peak hour traffic is the time of day when most tickets are generated.

In this worksheet, Peak Hour Traffic is the graph variable. Issue is the row variable. Call Center Location and Department are the column variables.

C1	C2-T	C3-T	C4-T
`Peak Hour Traffic`	`Issue`	`Call Center Location`	`Department`
244	Late payment	East	Billing
277	Technical question	East	Customer Service
309	Incorrect charge	West	Billing
344	Technical question	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Volume, select Peak hour traffic.
Select Visualize relationships with peak hour traffic, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the peak hour traffic data.
From Function, select the function of peak hour traffic. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of peak hour traffic 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.