Context:Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customerhas towait before he/she is serviced by a Customer Service Representative (CSR). If a customerhas towait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers whohave towait too long in the queue typically report a negative overall experience with the call. You've conducted an exhaustive literature review and found that the averageTiQin your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR's or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channelscallsto CSR's based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Instructions:

Accessthe Call Center Waiting Time file.Each row in the database corresponds to a different call. The column variables are as follows:

• ProtocolType: indicates protocol type, either PT or PE
• QueueTime: Time in Queue, in seconds
• ServiceTime: Service Time, in seconds
• Performa test of hypothesis to determine whether the averageTiQis lower than the industry standard of 2.5 minutes (150 seconds).Usea significance level of =0.05.
• Evaluateif the company should allocate more resources to improve its averageTiQ.
• Performa test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level of =0.05.
• Assessif the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.)

1525 1525 1522 1523 1525 1535 1531 1532 1533 1534 1535 1535 1532 1533 1535 1555 Mean Medium Mode Standard Deviation Standard Error Sample Variance Kurtosis Skewness Max Min Range Sum Count Column 1 1419223412 155 55 1323212525 3322131252 15535.55523 3135235322 2542244553 345 15 835 242522 1524 Column 2 1351255591 124.5 55 1552551123 4552453423 35335.42232 41.24325152 415113255155 2552 22 2535 351522 1524