Fit Regression Model for Predict Tickets By Channel

Use Fit Regression Model to use 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 is a continuous predictor, and Channel is a categorical predictor. The predictors may explain differences in the number of tickets by channel.

C1	C2	C3-T
`Number of Tickets`	`Schedule Adherence`	`Channel`
51	60	Phone
36	80	Email
20	72	Social media
16	58	Chat

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 Fit Regression Model, 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.