CART® Regression for Predict After-call Work Time

Use CART® Regression to use complex relationships with multiple predictors to predict 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 response. Schedule Adherence and Call Volume are the continuous variables. Call Center Location and Department are the categorical variables. The predictors may explain differences in after-call work time.

C1	C2	C3	C4-T	C5-T
`After-Call Work`	`Schedule Adherence`	`Call Volume`	`Call Center Location`	`Department`
22.3	60	30	East	Billing
18.3	80	18	West	Billing
15.5	76	15	East	Customer Service
20.1	80	20	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select After-call work time.
Select Predict after-call work time, then click OK.
Select CART® Regression, then click OK.
In Responses, enter the column that contains the after-call work time data. The response is also called the Y variable.
In Continuous predictors, enter the columns of numeric data that may explain or predict changes in after-call work time. The predictors are also called X variables.
In Categorical predictors, enter the categorical classifications or group assignments that may explain or predict changes in after-call work time. The predictors are also called X variables.
Click OK.

Tip

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