Question

Does​ co-browsing have positive effects on the customer​ experience? Co-browsing refers to the ability to have a contact center agent and customer jointly navigate an online document or mobile application on a​ real-time basis through the web. A study of businesses indicates that 85 of 135 ​co-browsing organizations use​ skills-based routing to match the caller with the right​ agent, whereas 95 of 177 ​non-co-browsing organizations use​ skills-based routing to match the caller with the right agent.

At the 0.05 level of​ significance, is there evidence of a difference between​ co-browsing organizations and​ non-co-browsing organizations in the proportion that use​ skills-based routing to match the caller with the right​ agent?

a. State the null and alternative​ hypotheses, where π₁ is the population proportion of​ co-browsing organizations that use​ skills-based routing and π₂ is the population proportion of​ non-co-browsing organizations that use​ skills-based routing.

b. Determine the value of the test statistic. Z_STAT = ______

c. Determine the critical​ value(s) for this test of hypothesis.

d. State the conclusion.

e. Find the​ p-value in​ (a) and interpret its meaning.

The probability of getting a test statistic____________ the sample​ result, given that H₀ is​ true, is approximately______.

(equal to or less than, equal to or more than, equal to)

Answer 1