Question: Need help for analysis report for DAT565 Week 4 Summative Assessment: call time business research. Evaluating the quality of call center's operations using metrics time

Need help for analysis report for DAT565 Week 4 Summative Assessment: call time business research. Evaluating the quality of call center's operations using metrics time in queue (TIQ), the customer wait time for customer service representative (CSR) to be less than 2.5 minutes (150 seconds) industry standard, and measure call center service time (ST) that was approximately 3.5 minutes (210 seconds). Average ST can be influenced by CSRs level of training, experience, and if resolution provided. Callers were asked to identify type of issues calling about, and then calls routed to CSRs with that expertise. New protocol (PE) being tested side by side with current protocol (PT) to see if ST is improved with this strategy. Reginal Director agreed to test and is anxious to know the results and asked for an analysis report from the user experience (UX) team to pull report for TIQ and ST for both protocols.

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer

Step: 1 Unlock blur-text-image

Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock

Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

Could you please trying to separate your project into differents parts? I really found hard to segment each part. Please let me know if you can fix it. Thank you Please find below the Theme: Customer...

Managers need to make informed decisions. Using data, or research, to analyze your business is an important part of making decisions and evaluating business performance. An IT manager analyzes...

I completed the following assessment; however, the instructor states "the mean is wrong in the TIQ problem leading to the wrong testing statistic." Below are the instructions for the assessment:...

Good Morning, I need help completing my last assignment for my DATCB/565 course that's due today. Below is the assessment question for my DATCB/565 class: Assessment Directions Scenario: Your...

Purpose it is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies can look at...

Purpose: This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies...

This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies can look...

Purpose This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies...

The City of Hutchinson appropriated $80,000 to the Parks Department for the purchase of landscape plants, small tools, and small equipment. The following transactions occurred for the department...

The Rutter Nursery Company packages their pine bark mulch in 50-pound bags. From a long history, the production department reports that the distribution of the bag weights follows the normal...

Considering an unchanged environment, what happens to bond prices when interest rates rise? A . Rise B . Dectine C . Remain unchanged D . Rise for a period then remain steady

Note: This problem is for the 2018 tax year. Daniel B. Butler and Freida C. Butler, husband and wife, file a joint return. The Butlers live at 625 Oak Street in Corbin, KY 40701. Dan's Social...