Explain and evaluate if the company should allocate more resources to improve its average TiQ.

There are TWO Steps:

Step One:
Review 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.

Explain and 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).

Step 2:
Write a 175-word summary of your conclusions. Include your calculations in the summary.

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