CART® Regression for Predict Tickets By Channel

Use CART® Regression to use complex relationships with multiple predictors to predict tickets by channel.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Tickets by channel is the number of tickets for each possible method of customer contact.

In this worksheet, Number of Tickets is the response. Schedule Adherence and Call Volume are the continuous variables. Channel and Ticket Type are the categorical variables. The predictors may explain differences in the number of tickets by channel.

C1	C2	C3	C4-T	C5-T
`Number of Tickets`	`Schedule Adherence`	`Call Volume`	`Channel`	`Ticket Type`
51	60	30	Phone	Service request
36	80	18	Phone	Service request
20	72	44	Email	Feedback
16	58	40	Email	Feedback

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Tickets by channel.
Select Predict tickets by channel, then click OK.
Select CART® Regression, then click OK.
In Responses, enter the column that contains the tickets by channel data. The response is also called the Y variable.
In Continuous predictors, enter the columns of numeric data that may explain or predict changes in tickets by channel. The predictors are also called X variables.
In Categorical predictors, enter the categorical classifications or group assignments that may explain or predict changes in tickets by channel. The predictors are also called X variables.
Click OK.

Tip

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