Capability Sixpack: Normal for Decrease First Response Time

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

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

Example

First response time (FRT) is the time between when the ticket is created and the agent's initial response.

In this worksheet, First Response Time is the data column.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select First response time.
Select Decrease first response 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 first response time data.
In Subgroup size, enter 1.
In Upper spec, enter the upper specification limit for first response time. This is the highest first response time that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your first response times follow a bell-shaped pattern in the histogram.)
Click OK.

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