CART® Regression for Predict First Response Time

Use CART® Regression to use complex relationships with multiple predictors to predict 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 response. Schedule Adherence and Number of Agents are the continuous variables. Call Center Location and Department are the categorical variables. The predictors may explain differences in first response time.

C1	C2	C3	C4-T	C5-T
`First Response Time`	`Schedule Adherence`	`Number of Agents`	`Call Center Location`	`Department`
7.5	60	3	East	Billing
6.3	80	4	West	Billing
4.5	76	6	East	Customer Service
5.0	80	6	West	Customer Service

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select First response time.
Select Predict first response time, then click OK.
Select CART® Regression, then click OK.
In Responses, enter the column that contains the first response time data. The response is also called the Y variable.
In Continuous predictors, enter the columns of numeric data that may explain or predict changes in first response time. The predictors are also called X variables.
In Categorical predictors, enter the categorical classifications or group assignments that may explain or predict changes in first response time. The predictors are also called X variables.
Click OK.

Tip

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