Question

Access the CallCenterWaitingTime.xlsx file. Each row in the database corresponds to a different call. The column variables are as follows:

• Protocol Type: indicates protocol type, either PT or PE
• QueueTime: Time in Queue, in seconds
• Service Time: 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 of 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 of α=0.05.  
• Assess if the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.)
• Submit your calculations and a 175-word summary of your conclusions.
•         

  QueueTime

  service time

• PE	43	976
  PE	151	33
  PE	57	35
  PE	715	39
  PE	45	41
  PE	97	43
  PE	239	43
  PE	33	48
  PE	31	48
  PE	299	49
  PE	27	50
  PE	189	50
  PE	51	51
  PE	71	52
  PE	57	56

Answer 1

• 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 of α=0.05.  

The hypothesis being tested is:

H₀: µ = 150

H_a: µ < 150

150.000	hypothesized value
140.333	mean QueueTime
179.497	std. dev.
46.346	std. error
15	n
14	df
-0.209	t
.4189	p-value (one-tailed, lower)

The p-value is 0.4189.

Since the p-value (0.4189) is greater than the significance level (0.05), we fail to reject the null hypothesis.

Therefore, we cannot conclude that the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds).

• Evaluate if the company should allocate more resources to improve its average TiQ.

The company should not 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 of α=0.05.  

There is no group named "PT". So, this test cannot be performed.