JMP platforms and statistical methods

Graph Builder:
Overlay time series graph, bar chart

Distribution:
Summary statistics

Formula Editor:
Creating a new variable

Objective

Analyze a company’s software technical support center call data, including call volume and issue categories, using data visualization techniques and descriptive statistics to identify trends and operational insights.

Problem statement

A technical support department for a video/audio editing software company is interested in examining the volume and types of support calls it receives from its customers. These data help the company identify bugs, usability issues, and provide direction in the creation of support documentation, online help, and instructional tutorials. Management also uses these data to determine staffing strategies such as how many technical support specialists should be available each day and which features of the software that they should have proficiency.

Data for the weekly number of technical support calls from Jan 2024 to Dec 2025 were gathered and categorized into one of eight types (installation, peripherals, importing, audio, video, editing, exporting, other). Also included in the data is the date of version and point releases of the software.