2-Sample t for Decrease First Response Time

Use 2-Sample t to demonstrate that average first response 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

First response time (FRT) is the time between when the ticket is created and the agent's initial response.

In this worksheet, First Response Time contains the first response times. Process Change indicates whether the first response is before or after a process improvement.

C1	C2-T
`First Response Time`	`Process Change`
9.5	Before
7.3	Before
7.5	Before
8.0	Before
3.4	After
2.9	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Time Management, select First response time.
Select Decrease first response 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 that contains the first response 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 first response time has decreased after the process change.
Click OK.

Tip

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