2-Sample t for Decrease Average Handling Time

Use 2-Sample t to demonstrate that average call handling 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

Handling time is the total time an agent spends on a ticket, including related administrative duties, contact time, and after-call work time.

In this worksheet, Handling Time contains the call handling times. Process Change indicates whether the work times are before or after a process improvement.

C1	C2-T
`Handling Time`	`Process Change`
50.2	Before
55.8	Before
44.5	Before
45.0	Before
39.2	After
33.4	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select Average handling time.
Select Decrease average handling 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 call handling 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 call handling time has decreased after the process change.
Click OK.

Tip

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