Heatmap for Visualize Relationships With Average Handling Time

Use Heatmap to visualize average call handling 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

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 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
`Handling Time`	`Agent`	`Issue`	`Call Center Location`	`Department`
42.3	Amar	Late payment	East	Billing
48.3	Andre	Incorrect charge	West	Billing
45.5	Tulsi	Technical question	East	Customer Service
50.1	Vera	Technical question	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average handling time.
Select Visualize relationships with average handling time, 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 handling time data.
From Function, select the function of call handling time. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of call handling time 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.