Competency Assessment Tie: Competency 2 Assessment Assignment Directions Your organization is evaluating the quality of its call center operations. One of the most important metrics in a all center is Time it Queue ("IIQ), which is the time a customer has to wait before helshe is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, helshe is more likely to get discouraged and hang up. Furlhem'iore, customers who have to wait too long it 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 the a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer mils faster. Companies can 'Inprove average ST by provid'ng 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 approx'mately 3.5 minutes {210 seconds). In an effort to improve this metric, the company has inplementaed 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 con'esponds to a different call. Column variables are as follows. 0 ProtocoiType: indicates protocol type. either PT or PE 0 Queue'n'me: Time in Queue, in seconds 0 Service Time: Service Time, in seconds Perform a test of hypothesis to determine whether the average TiQ is lowerthan the hdustry standard of 2.5 minutes {150 seconds). Use a signicance level d=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 signicance level d=0.05. Assess ifthe 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