Residue Month Time to Answer - x Abandon Rate (%) - y Residue

1.5540 1 12 22 1.55 Call Cen

2.2660 2 8 19 2.27
50
7.3380 3 9 25 7.34 45
8.3380 4 9 26 8.34 40
0.9860 5 18 27 0.99 35

abandon Rate (%)

4.9140 6 17 30 4.91 30
4.9140 7 17 30 4.91 25
5.1300 8 20 33 5.13 20
15
4.2740 9 22 34 4.27
10
2.4180 10 24 34 2.42
5
-1.5100 11 25 31 -1.51 0
1.8500 12 30 39 1.85 0 5
16.3460 13 23 47 16.35
4.8420 14 16 29 4.84
5.8420 15 16 30 5.84
4.9140 16 17 30 4.91 50
-7.1580 17 16 17 -7.16 45
-1.4460 18 12 19 -1.45
40
-3.6620 19 9 14 -3.66 f(x) = 0.92
35

Abandon Rate (%) (y)

2.4100 20 10 21 2.41
-7.6540 21 23 23 -7.65 30
0.0660 22 33 40 0.07 25
-3.9340 23 33 36 -3.93 20
-4.5820 24 24 27 -4.58 15
-7.5820 25 24 24 -7.58 10
-7.5900 26 10 11 -7.59 5
-4.5900 27 10 14 -4.59 0
-11.2300 28 15 12 -11.23 7 12
-11.1580 29 16 13 -11.16
-6.5900 30 10 12 -6.59

Bin
-15
-10
20.00
-5
0 15.00
abandon rate error (%)

5 10.00
10
5.00
15
20 0.00
5 10
-5.00
-10.00
-15.00
Bin Frequency
 -10.00

a
-15.00

-15 0
-10 2
-5 5
0 6
5 12
15
10 4
10

Frequency
15 0
20 1 5
More 0 0
-15 -10
R
 Call Center to Market Credit Cards
50 35
45
30
40
35 25

Time to answer
abandon Rate (%)

30 20
25
20 15
15 10
10
5
5
0 0
0 5 10 15 20 25 30
Month

50
45
40
f(x) = 0.9276663147x + 9.306406195
35
Abandon Rate (%) (y)

30
25
20
15
10
5
0
7 12 17 22 27 32 37
Time to Answer (x)

Residue Error
20.00
15.00
abandon rate error (%)

10.00
5.00
0.00
5 10 15 20 25 30 35 40
-5.00
-10.00
-15.00
Time to answer
 -10.00

a
-15.00
Time to answer

Histogram
15
10
Frequency

5
0
-15 -10 -5 0 5 10 15 20 More
Residue Error in ababdon Rate (%)
Month Call Volime Time to Answer - x Call Volime VRU
1 135 12 135 142
2 150 8 150 156
3 109 9 109 187
4 109 9 109 178
5 128 18 128 189
6 125 17 125 148
7 124 17 124 155
8 141 20 141 200
9 133 22 133 175
10 153 24 153 192
11 155 25 155 177
12 294 30 294 108
13 295 23 295 132
14 305 16 305 165
15 221 16 221 251
16 172 17 172 261
17 174 16 174 278
18 165 12 165 272
19 177 9 177 290
20 183 10 183 304
21 179 23 179 282
22 191 33 191 323
23 170 33 170 292
24 174 24 174 289
25 187 24 187 281
26 198 10 198 290
27 161 10 161 309
28 150 15 150 302
29 149 16 149 283
30 139 10 139 302

Mean 171.5 17.6 171.5 230.4

SD 50.2 7.2 50.2 66.3
Min 109.0 8.0 109.0 108.0
Max 305.0 33.0 305.0 323.0
Abandon Rate (%) - y Correlation Matrix
22 Time to Answer - x VRU Call Volime
19 Time to Answer - x 1.000
25 VRU -0.053 1.000
26 Call Volime 0.331 -0.108 1.000
27 Abandon Rate (%) - y 0.724 -0.519 0.360
30
30
33
34
34
31
39
47
29
30
30
17
19
14
21
23
40
36
27
24
11
14
12
13
12

25.6
9.3
11.0
47.0
Abandon Rate (%) - y

1.000
SUMMARY OUTPUT

Regression Statistics
Multiple R 0.8734813511
R Square 0.7629696708
Adjusted R Square 0.736
Standard Error 4.7615710391
Observations 30

ANOVA
df SS MS F Significance F
Regression 3 1897.480138899 632.4934 27.89687 2.75E-08
Residual 26 589.4865277672 22.67256
Total 29 2486.966666667

Coefficients Standard Error t Stat P-value Lower 95%Upper 95%

Lower 95.0%
Intercept 23.026 4.816947912 4.780195 6E-05 13.12457 32.92733 13.12457
Time to Answer (TA) 0.858 0.1296372354 6.622202 5.04E-07 0.592011 1.124957 0.592011
Call Voume (CV) 0.016 0.0187328796 0.859715 0.397804 -0.0224 0.054611 -0.0224
VRU -0.066 0.0134136972 -4.93842 3.95E-05 -0.09381 -0.03867 -0.09381

RESIDUAL OUTPUT PROBABILITY OUTPUT

Observation
Predicted Abandon Rate (%)Residuals
-y Percentile
Abandon Rate (%) - y
1 26.095496453 -4.0954964534 1.666667 11
2 21.97574012 -2.9757401198 5 12
3 20.120405912 4.8795940885 8.333333 12
4 20.716587951 5.2834120495 11.66667 13
5 28.020270921 -1.0202709209 15 14
6 29.829412501 0.1705874994 18.33333 14
7 29.349610425 0.6503895754 21.66667 17
8 29.217936166 3.7820638339 25 19
9 32.462125944 1.5378740563 28.33333 19
10 33.375071038 0.6249289624 31.66667 21
11 35.259401655 -4.2594016551 35 22
12 46.361136596 -7.3611365959 38.33333 23
13 38.778034641 8.2219653587 41.66667 24
14 30.743695058 -1.7436950579 45 25
15 23.694029968 6.3059700321 48.33333 26
16 23.100947708 6.8990522918 51.66667 27
17 21.148551931 -4.148551931 55 27
18 17.967126146 1.0328738541 58.33333 29
19 14.392569231 -0.3925692307 61.66667 30
20 14.420288571 6.5797114285 65 30
21 26.973494927 -3.9734949265 68.33333 30
22 33.035653909 6.9643460909 71.66667 30
23 34.750966198 1.2490338024 75 31
24 27.28775713 -0.2877571296 78.33333 33
25 28.027060868 -4.0270608679 81.66667 34
26 15.589256871 -4.5892568714 85 34
27 13.734767769 0.2652322306 88.33333 36
28 18.313730716 -6.3137307162 91.66667 39
29 20.414716325 -7.4147163255 95 40
30 13.844156353 -1.8441563526 98.33333 47
 Multiple Regression Coefficients SD Coef t Stat
Upper 95.0% Intercept b0 23.026 4.8169 4.780
32.92733 Time to Answer (TA) b1 0.858 0.1296 6.622
1.124957 VRU b2 -0.066 0.0134 -4.938
0.054611 Call Voume (CV) b3 0.016 0.0187 0.860
-0.03867

Normal Probability Plot

Abandon Rate (%) - y

60
40
20
0
0 20 40 60 80 100
Sample Percentile
ty Plot

80 100 120
tile