Capability Sixpack: Normal for Decrease Average Call Length

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for call length.

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

Example

Average call length is the average length of time an agent spends on a call.

In this worksheet, Call Length is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average call length.
Select Decrease average call length, 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 call length data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for call length time. This is the highest call length that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your call length times follow a bell-shaped pattern in the histogram.)
Click OK.

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