Problem: A call centre manager believes that the distribution of staff on duty throughout the day is not- appropriate for the distribution of calls throughout - the day and so they propose a new shift pattern.
The average call response time is measured during different periods throughout the day for both the old shift pattern and the new shift pattern. Use a suitable hypothesis test- to determine whether the new shift pattern has decreased the average call response time to 5% significance.
| Interval |
Old shift pattern |
New shift pattern |
| |
|
|
| 00:00 — 04:00 |
15.0 sec |
20.2 sec |
| 04:00 — 08:00 |
21.2 sec |
23.9 sec |
| 08:00 — 12:00 |
48.3 sec |
50.2 sec |
| 12:00 — 16:00 |
189.2 sec |
159.8 sec |
| 16:00 — 20:00 |
175.8 sec |
175.3 sec |
| 20:00 — 00:00 |
134.7 sec |
130.3 sec |
In your workings, state any assumptions you are making about the data.