Heatmap for Visualize Relationships With Cost Per Ticket

Use Heatmap to visualize average cost per ticket 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

Cost per ticket is the total operating expenses of the contact center divided by the number of tickets over the same time period.

In this worksheet, Cost Per Ticket is the graph variable. Call Center Location is the row variable. Department and Issue are the column variables.

C1	C2-T	C3-T	C4-T
`Cost Per Ticket`	`Call Center Location`	`Department`	`Issue`
$17.09	East	Billing	Late payment
$22.45	East	Customer Service	Technical question
$19.45	West	Billing	Incorrect charge
$21.37	West	Customer Service	Technical question

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Cost per ticket.
Select Visualize relationships with cost per ticket, then click OK.
Select Heatmap, then click OK.
From Display, select Function of a variable.
In Graph variables enter the column that contains the cost per ticket data.
From Function, select the function of cost per ticket. For example, if you select Mean, the color gradient of the rectangles in the heatmap uses the mean value of cost per ticket 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.