Sessment and Rubric Competency Assessment Title: Competency 2 Assessment Assignment Directions Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ). long. he/she is more likely to get discouraged and hang up. Furviced by a Customer Service Representative (CSR). If a customer has to wait for too negative overall experience with the call. You've conducted anthermore, customers who have to wait too long in the queve typically report a minutes (150 seconds). Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. OSR's with more expenence and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing 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 approximately 3.5 minutas (210 seconds). In an effort to improve this metric, the company has implemented 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. expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol. Download the Call Center Waitina 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 - Queve Time: 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 saconds). Use a significance level a=0.05 Evaluate if the company should allocate more resources to improve its average TiO. Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol, Use a significanco ievel d=0.05 Assess if the new protocol served its pumpose. (Hint: This should be a test of means for 2 independent groups). Write a 175-word summary of your condusions