Heatmap for Visualize Relationships With Average Call Length

Use Heatmap to visualize call length 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

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

In this worksheet, Call Length 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
`Call Length`	`Agent`	`Issue`	`Call Center Location`	`Department`
12.8	Amar	Late payment	East	Billing
8.3	Andre	Incorrect charge	West	Billing
5.7	Tulsi	Technical question	East	Customer Service
10.1	Vera	Technical question	West	Customer Service

How-to

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