HW 4 (50 pts) Please complete all work in excel. Use excel to make any necessary calculations and be sure to identify your answer, including units (if necessary).

1. A manager of a call center has noticed customer survey ratings on a scale of 1 being extremely dissatisfied to 10 being extremely satisfied have been getting worse lately and wants to understand the factors that could be impacting the ratings. The first thing the manager looks at is the data on customer wait time on the phone prior to being assisted by a customer service representative.

Customer Satisfaction	Wait time in minutes
1	15
9	4
3	16
7	6
4	9
6	9
3	17
6	11
8	5
9	4

1. What is the regression equation? (5 pts)
2. Use the model to forecast customer satisfaction if someone waited 6 minutes. (5 pts)
3. Is the model statistically significant at the .05 level? (5 pts)
4. How much of the variability in customer satisfaction is determined by wait time in minutes? (5 pts)

2. The manager wonders if there are any other variables that could better predict customer service ratings. The following data is collected is added to the original data set.

Customer Satisfaction	Wait time in minutes	# of employees customer spoke to in the call	Problem solved (Y or N)
1	15	2	Y
9	4	1	Y
3	16	4	Y
7	6	1	N
4	9	2	N
6	9	2	N
3	17	4	N
6	11	3	Y
8	5	2	Y
9	4	1	Y

1. What variables should be kept in the model and why? (15 pts)
2. What is the regression equation (only include variables that should be in the model)? (5 pts)
3. What is the customer satisfaction rating forecast for a 6 minute wait time when 2 employees speak to the customer and the problem is solved? (10 pts)

Please show the excel functions as i do need to show my work. Thank you!