Display Descriptive Statistics for Visualize Agent Utilization

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.

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. 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

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Agent utilization.
Select Visualize agent utilization, then click OK.
Select Display Descriptive Statistics, then click OK.
In Variables, enter the column that contains the agent utilization data.
In By variables (optional), enter the columns that contain the grouping data to explore the differences between the groups.
Click OK.

Tip

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