Capability Sixpack: Normal for Decrease Average Handling Time

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

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

Example

Handling time is the total time an agent spends on a ticket, including related administrative duties, contact time, and after-call work time.

In this worksheet, Handling Time is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average handling time.
Select Decrease average handling 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 call handling data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for call handling time. This is the highest call handling 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 call handling times follow a bell-shaped pattern in the histogram.)
Click OK.

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