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.

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