Context: Your construction is evaluating the leanency of its overcome interior operations. One of the most influential metrics in a overcome interior is Season in Queue (TiQ), which is the season a customer has to wait anteriorly he/she is benefitd by a Customer Benefit Representative (CSR). If a customer has to wait for too crave, he/she is past slight to get alarm and lean up. Furthermore, customers who have to wait too crave in the queue typically rumor a denying overall habit delay the overcome. You’ve conducted an debilitating learning critique and ground that the mediocre TiQ in your perseverance is 2.5 minutes (150 seconds).
Another influential metric is Benefit Season (ST), as-well unreserved as Handle Time, which is the season a CSR spends servicing the customer. CSR’s delay past habit and deeper cognizance lean to explain customer overcomes faster. Companies can better mediocre ST by providing past grafting to their CSR’s or uniform by channeling overcomes according to area of expertise. Last month your concourse had an mediocre ST of almost 3.5 minutes (210 seconds). In an exertion to better this metric, the concourse has implemented a new protocol that channels calls to CSR’s fixed on area of expertise. The new protocol (PE) is substance ordealed side-by-side delay the unwritten (PT) protocol.
Access the CallCenterWaitingTime.xlsx smooth. Each row in the database corresponds to a unanalogous overcome. The shaft variables are as follows:
ProtocolType: indicates protocol stamp, either PT or PE
QueueTime: Season in Queue, in seconds
ServiceTime: Benefit Time, in seconds
Perform a ordeal of supposition to indicate whether the mediocre TiQ is inferior than the perseverance measure of 2.5 minutes (150 seconds). Use a feeling equalize of α=0.05.
Evaluate if the concourse should place past instrument to better its mediocre TiQ.
Perform a ordeal of supposition to indicate whether the mediocre ST delay benefit protocol PE is inferior than delay the PT protocol. Use a feeling equalize of α=0.05.
Assess if the new protocol served its aim. (Hint: this should be a ordeal of media for 2 stubborn groups.)
Submit your calculations and a 175-word summary of your conclusions.