2-Sample t for Decrease Average Age Of Ticket

Use 2-Sample t to demonstrate that average age of a ticket 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

The age of a ticket measures the length of time an unresolved ticket is open if not resolved on first contact.

In this worksheet, Ticket Age contains the length of time that a ticket remains open. Process Change indicates whether the ticket age times are before or after a process improvement.

C1	C2-T
`Ticket Age`	`Process Change`
38.2	Before
28.9	Before
22.7	Before
28.1	Before
18.1	After
19.5	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Resolution, select Average age of ticket.
Select Decrease Average Age Of Ticket, 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 ticket age 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 ticket age has decreased after the process change.
Click OK.

Tip

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