CART® Regression for Predict Tickets By Type

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

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

Example

Tickets by type is the number of tickets for each type of issue received.

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

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

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Tickets by type.
Select Predict tickets by type, then click OK.
Select CART® Regression, then click OK.
In Responses, enter the column that contains the tickets by type 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 type. 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 type. The predictors are also called X variables.
Click OK.

Tip

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