Fitted Line Plot for Predict Average Handling Time

Use Fitted Line Plot to use one continuous predictor to predict 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 response. Schedule Adherence is the predictor and may explain differences in call handling time.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average handling time.
Select Predict average handling time, then click OK.
Select Fitted Line Plot, then click OK.
In Response (Y), enter the column that contains the call handling data. The response is also called the Y variable.
In Predictor (X), enter a column of numeric data that may explain or predict changes in call handling time. The predictor is also called the X variable.
Click OK.

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