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.