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.
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