2-Sample t for Decrease Average Speed Of Answer

Use 2-Sample t to demonstrate that average speed of time decreases after a process improvement.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Speed of answer is the time from when a customer enters the queue to the time when an agent responds to the ticket.

In this worksheet, Speed of Answer contains the times that customers are in the queue waiting for an agent response. Process Change indicates whether the speed of answer times are before or after a process improvement.

C1	C2-T
`Speed of Answer`	`Process Change`
38	Before
28	Before
22	Before
18	Before
18	After
19	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Average speed of answer.
Select Decrease average speed of answer, then click OK.
Select 2-Sample t, then click OK.
From the drop-down list, select Both samples are in one column.
In Samples, enter the column of speed of answer data.
In Sample IDs, enter the column that indicates whether the data are from before or after your process improvement.
Click Options. In Alternative hypothesis, select Difference > hypothesized difference. The hypothesized difference defines your null hypothesis. By default, the hypothesized difference = 0. This one-sided test has greater power to detect whether the speed of answer has decreased after the process change.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.