Bar Chart: Function of a Variable for Visualize Relationships With Agent Utilization

Use Bar Chart: Function of a Variable to visualize total or average agent utilization by one categorical variable.

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

Example

Agent utilization is the ratio an agent's productivity to capacity. To calculate agent utilization, divide the number of hours of work on tickets or calls by hours available in the shift.

In this worksheet, Agent Utilization is the variable. Call Center Location is the categorical variable.

C1	C2-T
`Agent Utilization`	`Call Center Location`
55.9	East
70.3	East
46.7	West
66.7	West

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Agent utilization.
Select Visualize relationships with agent utilization, then click OK.
Select Bar Chart: Function of a Variable, then click OK.
From Function, select the function of agent utilization that you want to graph.
In Graph variables (desktop app) or Y-variable (web app), enter the column that contains the agent utilization data.
In Categorical variable, enter the column of categorical data that defines the groups.
Click OK.

Tip

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