Instructions:
Access the Call Center Waiting Time file. Each row in the database corresponds to a different call. The column variables are as follows:
indicates protocol type, either PT or PE
Time in Queue, in seconds
Se 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 . Use a significance level of α=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 significance level of α=0.05.
Assess if the new protocol served its purpose.
