Use Display Descriptive Statistics to describe the average, range, and distribution curve of agent utilization using graphs and tables.
This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.
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. Department is the optional grouping variable.
C1 | C2-T |
---|---|
Agent Utilization | Department |
55.9 | Billing |
70.3 | Billing |
46.7 | Customer Service |
66.7 | Customer Service |
For more information about this analysis, click Help in the main dialog box.