Capability Sixpack: Normal for Decrease After-call Work Time

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for after-call work time.

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

Example

After-call work time is the amount of time an agent uses to complete any remaining work after a customer call ends.

In this worksheet, After-Call Work is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select After-call work time.
Select Decrease after-call work time, then click OK.
Select Capability Sixpack: Normal, then click OK.
Under Data are arranged as, select Single column.
In Single column, enter the column that contains the after-call work time data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for after-call work time. This is the highest after-call work time that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your after-call work times follow a bell-shaped pattern in the histogram.)
Click OK.

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