Heatmap for Visualize Relationships With Ticket Volume

Use Heatmap to visualize ticket volume 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

Ticket volume is the number of inbound or outbound tickets in the queue over a specific time period.

In this worksheet, Ticket Volume 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
`Ticket Volume`	`Department`	`Issue`	`Call Center Location`
2322	Billing	Late payment	East
2506	Billing	Technical question	West
2735	Customer Service	Incorrect charge	East
2713	Customer Service	Technical question	West

How-to

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