Scatterplot for Visualize Relationships With Agent Utilization

Use Scatterplot to visualize agent utilization versus one continuous 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 Y variable, and Schedule Adherence is the X variable.

C1	C2
`Agent Utilization`	`Schedule Adherence`
55.9	60
70.3	80
46.7	76
66.7	80

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 Scatterplot, then click OK.
In Y variables, enter the column that contains the agent utilization data.
In X variables, enter a corresponding column that might explain or predict changes in the agent utilization.
Click OK.

Tip

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