Heatmap for Visualize Relationships With After-call Work Time

Use Heatmap to visualize average after-call work time 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

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 graph variable. Agent and Issue are the row variables. Call Center Location and Department are the column variables.

C1	C2-T	C3-T	C4-T	C5-T
`After-Call Work`	`Agent`	`Issue`	`Call Center Location`	`Department`
22.3	Amar	Late payment	East	Billing
18.3	Andre	Incorrect charge	West	Billing
15.5	Tulsi	Technical question	East	Customer Service
20.1	Vera	Technical question	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 Visualize relationships with after-call work time, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the after-call work time data.
From Function, select the function of after-call work time. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of after-call work time 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.