![]() I’m afraid both you and RR are somewhat misstating the case.īoth a t-test and the ANOVA technique test for equality of means. ![]() Apply statistics to people wisely they are not machines. HOWEVER, I strongly encourage you to read Deming, Pgs 70-75 there is likely more at stake than the length of the call, particularly if these calls involve your customers. Call handlers falling outside those limits would be recognizable as significantly outperforming or underperforming when compared to the group. ![]() Then you could chart each individual compared to those control limits. You probably want to establish “control limits” characterizing your group of call handlers (as though setting up a control chart). ANOVA by conversation subparts will alarm is any cell seems different from the “norm” established by all the cells so if a part of the call typically takes less time than another, that part would be indicated as “different” and the ANOVA would fail. Then compare the two samples using T and F tests. Collect several measurements of total call time of Person 1 and several measurements of total call time of Person 2. Which are you interested in? – probably total call time, so use that data.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |