Heatmap for Visualize Relationships With First Response Time

Use Heatmap to visualize average first response 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

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 graph variable. Agent is the row variable. Call Center Location and Department are the column variables.

C1	C2-T	C3-T	C4-T
`First Response Time`	`Agent`	`Call Center Location`	`Department`
7.5	Amar	East	Billing
6.3	Andre	West	Billing
4.5	Tulsi	East	Customer Service
5.0	Vera	West	Customer Service

How-to

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