Individuals Chart for Visualize Average Handling Time

Use Individuals Chart to analyze the stability of call handling time with control limits.

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.

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 Individuals Chart, then click OK.
In Variables, enter the column that contains the call handling time data.
Click OK.

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