Preparation
Review the call time analysis provided by the UX team. You may also review the call time data in Excel, if desired.
Assessment Deliverable
Write a 350- to 700-word email, or memo, about the PE and PT test results after the first few days. Address the following in your email:
- Analyze the impact the new protocol (PE) has had on time in queue and service time.
- Determine if the PE protocol should be implemented widely in the call center with what you know so far.
- Identify what additional data and analyses would be helpful to determine if the PE protocol is working.
- Explain what is likely to happen to TiQ and ST if the PT protocol is kept.
- Explain how a sudden increase of 20% more calls might influence TiQ and ST.
- Justify whether the data is sufficient to determine if the PE test is successful.
- Suggest additional metrics and supporting data needed to determine the performance of the call center’s operations.
Format references according to APA guidelines.
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