Heatmap for Visualize Relationships With Tickets By Channel

Use Heatmap to visualize average tickets by channel 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

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

In this worksheet, Number of Tickets is the graph variable. Channel is the row variable. Ticket Type is the column variable.

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

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