Display Descriptive Statistics for Visualize Average Handling Time

Use Display Descriptive Statistics to describe the average, range, and distribution of call handling time using graphs and tables.

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 variable. Department is the optional grouping variable.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average handling time.
Select Visualize average handling time, then click OK.
Select Display Descriptive Statistics, then click OK.
In Variables, enter the column that contains the call handling time data.
In By variables (optional), enter the columns that contain the grouping data to explore the differences between the groups.
Click OK.

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