Week 4 Assessment - Call Time Business Research Email

Wk 4 Summative Assessment: Call Time Business Research Email

Preparation

Review the call time analysis provided by the UX team. You may also review the call time data in Excel, if desired.  

Assessment Deliverable

Write a 350- to 700-word email, or memo, about the PE and PT test results after the first few days. Address the following in your email:

• Analyze the impact the new protocol (PE) has had on time in queue and service time.
• Determine if the PE protocol should be implemented widely in the call center with what you know so far.
• Identify what additional data and analyses would be helpful to determine if the PE protocol is working.
• Explain what is likely to happen to TiQ and ST if the PT protocol is kept.
• Explain how a sudden increase of 20% more calls might influence TiQ and ST. 
• Justify whether the data is sufficient to determine if the PE test is successful. 
• Suggest additional metrics and supporting data needed to determine the performance of the call center’s operations.

Format references according to APA guidelines.

Submit your assessment. 

Assessment Support

• Review the rubric for guidance on deliverable expectations.