Time Series Plot for Visualize Agent Utilization or Forecast Agent Utilization

Use Time Series Plot to visualize trends in agent utilization. Then you can choose between single exponential smoothing and double exponential smoothing to forecast agent utilization.

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 in time order.

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 or Forecast agent utilization, then click OK.
Select Time Series Plot, then click OK.
In Series (desktop app) or Y-variable (web app), 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.