Individuals Chart for Visualize Agent Utilization

Use Individuals Chart to analyze the stability of agent utilization with control limits.

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.

C1
`Agent Utilization`
55.9
70.3
46.7
66.7

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 Individuals Chart, then click OK.
In Variables, enter the column that contains the agent utilization data.
Click OK.

Tip

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