{"id":32032,"date":"2024-09-07T01:58:59","date_gmt":"2024-09-07T01:58:59","guid":{"rendered":"https:\/\/www.writemyessays.app\/blog\/questions\/datcb-565-competency-2-assessment-and-rubric-course-title-data-analysis-and-business-analytics-competency-assessment-title-competency-2-assessment\/"},"modified":"2024-09-07T01:58:59","modified_gmt":"2024-09-07T01:58:59","slug":"datcb-565-competency-2-assessment-and-rubric-course-title-data-analysis-and-business-analytics-competency-assessment-title-competency-2-assessment","status":"publish","type":"questions","link":"https:\/\/www.writemyessays.app\/blog\/questions\/datcb-565-competency-2-assessment-and-rubric-course-title-data-analysis-and-business-analytics-competency-assessment-title-competency-2-assessment\/","title":{"rendered":"DATCB\/565 Competency 2 Assessment and Rubric Course Title: Data Analysis and Business Analytics Competency Assessment Title: Competency 2 Assessment"},"content":{"rendered":"<p><b>Assignment Directions&nbsp;<\/b><\/p>\n<div><\/p>\n<div>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),<br \/>\nwhich 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<br \/>\nlong, 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<br \/>\nnegative overall experience with the call. You\u2019ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5<br \/>\nminutes (150 seconds).&nbsp;<\/div>\n<div>Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR\u2019s with<br \/>\nmore experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to<br \/>\ntheir CSR\u2019s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes<br \/>\n(210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR\u2019s based on area of<br \/>\nexpertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.&nbsp;<\/div>\n<div><\/div>\n<div><b>Download<\/b> the Call Center Waiting Time database, it attached under files. Each row in the database corresponds to a different call. Column variables are as follows.<\/div>\n<div>&nbsp;\u2022 ProtocolType: indicates protocol type, either PT or PE&nbsp;<\/div>\n<div>\u2022 QueueTime: Time in Queue, in seconds<\/div>\n<div>&nbsp;\u2022 ServiceTime: Service Time, in seconds&nbsp;<\/div>\n<div><\/div>\n<div><b>Perform<\/b> a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a<br \/>\nsignificance level \u03b1=0.05.<br \/>\nEvaluate if the company should allocate more resources to improve its average TiQ.&nbsp;<\/div>\n<div><\/div>\n<div><b>Perform<\/b> a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance<br \/>\nlevel \u03b1=0.05.&nbsp;<\/div>\n<div><\/div>\n<div><b>Assess<\/b> if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).&nbsp;<\/div>\n<div><\/div>\n<div><b>Write<\/b> a 175-word summary of your conclusions.<\/div>\n<\/div>\n<div><\/div>\n<div><strong style=\"font-weight: 700; font-size: 14px; line-height: inherit; cursor: auto;\">Submit&nbsp;<\/strong><span style=\"font-size: 14px; cursor: auto;\">the Competency Assessment and the Excel spreadsheet with your calculations<\/span><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Assignment Directions&nbsp; 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 [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":[],"disciplines":[],"paper_types":[],"tagged":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/questions\/32032"}],"collection":[{"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/questions"}],"about":[{"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/types\/questions"}],"author":[{"embeddable":true,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/comments?post=32032"}],"version-history":[{"count":0,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/questions\/32032\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/media?parent=32032"}],"wp:term":[{"taxonomy":"disciplines","embeddable":true,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/disciplines?post=32032"},{"taxonomy":"paper_types","embeddable":true,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/paper_types?post=32032"},{"taxonomy":"tagged","embeddable":true,"href":"https:\/\/www.writemyessays.app\/blog\/wp-json\/wp\/v2\/tagged?post=32032"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}