Heatmap for Visualize Relationships With Agent Utilization

Use Heatmap to visualize average agent utilization 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

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 graph variable. Call Center Location is the row variable. Department is the column variable.

C1	C2-T	C3-T
`Agent Utilization`	`Call Center Location`	`Department`
55.9	East	Billing
70.3	East	Customer Service
46.7	West	Billing
66.7	West	Customer Service

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 Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the agent utilization data.
From Function, select the function of agent utilization. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of agent utilization 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.