2-Sample t for Decrease Hold Time

Use 2-Sample t to demonstrate that average hold 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

Hold time is the amount of time a caller is on hold before an agent connects with them.

In this worksheet, Hold Time contains the times callers are on hold. Process Change indicates whether the hold times are before or after a process improvement.

C1	C2-T
`Hold Time`	`Process Change`
102	Before
58	Before
45	Before
50	Before
42	After
34	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Service Level, select Hold time.
Select Decrease hold time, 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 hold time 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 hold time has decreased after the process change.
Click OK.

Tip

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