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excel data sheet is important as well in this assignment. https://multimedia.phoenix.edu/cms/202235933
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DATCB/565 Competency 2 Assessment and Rubric
Course Title: Data Analysis and Business Analytics
Competency Assessment Title: Competency 2 Assessment
Assignment Directions
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 customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too
long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait 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 average TiQ in 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 channels calls to CSR’s based on area of
expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.
Download the Call Center Waiting Time database.
Each row in the database corresponds to a different call. Column variables are as follows.
•
ProtocolType: indicates protocol type, either PT or PE
•
QueueTime: Time in Queue, in seconds
•
ServiceTime: Service Time, in seconds
Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a
significance level α=0.05.
Evaluate if the company should allocate more resources to improve its average TiQ.
Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance
level α=0.05.
Assess if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).
Write a 175-word summary of your conclusions.
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DATCB/565 Competency 2 Rubric
Page 2 of 2
Competency Assessment Rubric
Assignment/Performance
Criteria
Mastery
100%
Meets Expectations
85%
Not Met
0%
1. Hypothesis testing TiQ
(weight 50%)
Thoroughly evaluated if the
company should allocate more
resources to improve its average
TiQ using accurate hypothesis
testing results
Partially evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results with some
errors
Narrowly evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results or did not
submit an evaluation if the company
should allocate more resources to
improve its average TiQ
2. Hypothesis testing PT
protocol
(weight 50%)
Thoroughly assessed if new
protocol served its purpose
based on an accurate test of
hypothesis to determine whether
the average ST with service
protocol PE is lower than with
the PT protocol
Partially assessed if new protocol
served its purpose based on a test
of hypothesis with few errors to
determine whether the average ST
with service protocol PE is lower
than with the PT protocol
Narrowly assessed if new protocol
served its purpose based on a test of
hypothesis to determine whether the
average ST with service protocol PE
is lower than with the PT protocol or
did not submit an assessment of
new protocol served its purpose
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