[Solved] DATCB/565 Competency 2 – Assessment

Assignment Prompt & Instructions

See word, excel and rubric attached

**files (3)**

– ## datcb565_v1P3_comp2_rubric.pdf

– ## comp2assignmentinstructions.docx

– datcb565_v1_comp2_call_center_wait_time.xlsx

**## datcb565_v1P3_comp2_rubric.pdf**

Copyright 2021 by University of Phoenix. All rights reserved.

DATCB/565 Competency 2 Assessment and Rubric
Course Title: Data Analysis and Business Analytics
Competency Assessment Title: Competency 2 Assessment

Assignment Directions
Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ),
which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too
long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a
negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5
minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with
more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to
their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes
(210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of
expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Download the Call Center Waiting Time database.

Each row in the database corresponds to a different call. Column variables are as follows.

• ProtocolType: indicates protocol type, either PT or PE

• QueueTime: Time in Queue, in seconds

• ServiceTime: Service Time, in seconds

Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a
significance level α=0.05.

Evaluate if the company should allocate more resources to improve its average TiQ.

Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance
level α=0.05.

Assess if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

Write a 175-word summary of your conclusions.

[https://multimedia.phoenix.edu/cms/202235933](https://multimedia.phoenix.edu/cms/202235933)

DATCB/565 Competency 2 Rubric
Page 2 of 2

Copyright 2021 by University of Phoenix. All rights reserved.

Competency Assessment Rubric
Assignment/Performance

Criteria
Mastery
100%

Meets Expectations
85%

Not Met
0%

1. Hypothesis testing TiQ
(weight 50%)

Thoroughly evaluated if the
company should allocate more
resources to improve its average
TiQ using accurate hypothesis
testing results

Partially evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results with some
errors

Narrowly evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results or did not
submit an evaluation if the company
should allocate more resources to
improve its average TiQ

2. Hypothesis testing PT
protocol
(weight 50%)

Thoroughly assessed if new
protocol served its purpose
based on an accurate test of
hypothesis to determine whether
the average ST with service
protocol PE is lower than with
the PT protocol

Partially assessed if new protocol
served its purpose based on a test
of hypothesis with few errors to
determine whether the average ST
with service protocol PE is lower
than with the PT protocol

Narrowly assessed if new protocol
served its purpose based on a test of
hypothesis to determine whether the
average ST with service protocol PE
is lower than with the PT protocol or
did not submit an assessment of
new protocol served its purpose

– Assignment Directions
– Competency Assessment Rubric

**## comp2assignmentinstructions.docx**

DATCB/565: Data Analysis And Business Analytics

Competency 2 – Assessment

Competency 2 – Overview and Assessment Information

**Competency Statement**

Utilizing statistical probability models, you will be able to evaluate and analyze business data under uncertainty conditions. You will also be able to create and test hypotheses and draw conclusions based on samples of data.

**Competency**

Analyze business research to drive organizational decision making.

**Learning Objective (LO)**

**Learning Objective 3**

Learn techniques to analyze data under uncertainty conditions.

**Learning Objective 4**

Learn how to conduct hypothesis testing and draw conclusions about populations based on sample data.

**Competency Assessment Description**

Perform a test hypothesis to determine if a new protocol served its purpose.

Why It Matters

Watch the video below to learn more about this competency. CBE no longer uses the term modules; they are now called Learning Resources.

[**View transcript**](https://multimedia.phoenix.edu/video/?v=562786466)

Assessment Information

This assessment gives you an opportunity to strengthen your skills in gathering and analyzing business-related information. It also provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans.

[**Download and review the rubric!**](https://multimedia.phoenix.edu/cms/202235941)

Download and save the Competency 2 Assessment Rubric and use it as a guide when completing your assessment
**.**

Assessment Directions

Assessment Details

**Scenario:**

Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Step 1: Calculations

**Download** the
[**Call Center Waiting Time**](https://multimedia.phoenix.edu/cms/202235933) database. Each row in the database corresponds to a different call. Column variables are as follows.

·
_ProtocolType_: indicates protocol type, either PT or PE

·
_QueueTime_: Time in Queue, in seconds

·
_ServiceTime_: Service Time, in seconds

**Perform** a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level α=0.05.

**Evaluate** if the company should allocate more resources to improve its average TiQ.

**Perform** a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level α=0.05.

**Assess** if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

**Continue** to
**Step 2: Summary of Conclusions**.

Step 2: Summary of Conclusions

**Write** a 175-word summary of your conclusions. Include your calculations in the summary.

Resources

·
[**Center for Writing Excellence**](https://multimedia.phoenix.edu/cms/cwe/)

·
[**Reference and Citation Generator**](https://multimedia.phoenix.edu/cms/citation)

·
[**Grammar Assistance**](https://multimedia.phoenix.edu/cms/202010168/)

**Note:** Please ensure that when citing or referencing an outside resource or external entity that proper attribution is made to that source. An example of a method for citing outside resources can be found in the APA 7th edition manual. Although you will not be graded on your ability to format citations in a specific format, it is expected that all learners submit work that is representative of their own original thoughts and work, and clearly attribute when referencing outside sources or entities when completing competency assessments.

Assignment / Performance Criteria Mastery 100%

1. 1. Hypothesis testing TiQ (weight 50%) Thoroughly evaluated if the company should allocate more resources to improve its average TiQ using accurate hypothesis testing results

2. Hypothesis testing PT protocol (weight 50%) Thoroughly assessed if new protocol served its purpose based on an accurate test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol

Additional Note:

FOLLOW Assignment / Performance Criteria Mastery 100%

This needs to pass ZERO GPT and plagiarism checks.
Need, scholarly references and intext citations.

Excel needed, word needed etc

**datcb565_v1_comp2_call_center_wait_time.xlsx**

This file is too large to display. [View in new window](https://www.sweetstudy.com/files/datcb565-v1-comp2-call-center-wait-time-xlsx)

**datcb565_v1_comp2_call_center_wait_time.xlsx**

This file is too large to display. [View in new window](https://www.sweetstudy.com/files/datcb565-v1-comp2-call-center-wait-time-xlsx)

**## datcb565_v1P3_comp2_rubric.pdf**

Copyright 2021 by University of Phoenix. All rights reserved.

DATCB/565 Competency 2 Assessment and Rubric
Course Title: Data Analysis and Business Analytics
Competency Assessment Title: Competency 2 Assessment

Assignment Directions
Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ),
which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too
long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a
negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5
minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with
more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to
their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes
(210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of
expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Download the Call Center Waiting Time database.

Each row in the database corresponds to a different call. Column variables are as follows.

• ProtocolType: indicates protocol type, either PT or PE

• QueueTime: Time in Queue, in seconds

• ServiceTime: Service Time, in seconds

Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a
significance level α=0.05.

Evaluate if the company should allocate more resources to improve its average TiQ.

Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance
level α=0.05.

Assess if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

Write a 175-word summary of your conclusions.

[https://multimedia.phoenix.edu/cms/202235933](https://multimedia.phoenix.edu/cms/202235933)

DATCB/565 Competency 2 Rubric
Page 2 of 2

Copyright 2021 by University of Phoenix. All rights reserved.

Competency Assessment Rubric
Assignment/Performance

Criteria
Mastery
100%

Meets Expectations
85%

Not Met
0%

1. Hypothesis testing TiQ
(weight 50%)

Thoroughly evaluated if the
company should allocate more
resources to improve its average
TiQ using accurate hypothesis
testing results

Partially evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results with some
errors

Narrowly evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results or did not
submit an evaluation if the company
should allocate more resources to
improve its average TiQ

2. Hypothesis testing PT
protocol
(weight 50%)

Thoroughly assessed if new
protocol served its purpose
based on an accurate test of
hypothesis to determine whether
the average ST with service
protocol PE is lower than with
the PT protocol

Partially assessed if new protocol
served its purpose based on a test
of hypothesis with few errors to
determine whether the average ST
with service protocol PE is lower
than with the PT protocol

Narrowly assessed if new protocol
served its purpose based on a test of
hypothesis to determine whether the
average ST with service protocol PE
is lower than with the PT protocol or
did not submit an assessment of
new protocol served its purpose

– Assignment Directions
– Competency Assessment Rubric

**## comp2assignmentinstructions.docx**

DATCB/565: Data Analysis And Business Analytics

Competency 2 – Assessment

Competency 2 – Overview and Assessment Information

**Competency Statement**

Utilizing statistical probability models, you will be able to evaluate and analyze business data under uncertainty conditions. You will also be able to create and test hypotheses and draw conclusions based on samples of data.

**Competency**

Analyze business research to drive organizational decision making.

**Learning Objective (LO)**

**Learning Objective 3**

Learn techniques to analyze data under uncertainty conditions.

**Learning Objective 4**

Learn how to conduct hypothesis testing and draw conclusions about populations based on sample data.

**Competency Assessment Description**

Perform a test hypothesis to determine if a new protocol served its purpose.

Why It Matters

Watch the video below to learn more about this competency. CBE no longer uses the term modules; they are now called Learning Resources.

[**View transcript**](https://multimedia.phoenix.edu/video/?v=562786466)

Assessment Information

This assessment gives you an opportunity to strengthen your skills in gathering and analyzing business-related information. It also provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans.

[**Download and review the rubric!**](https://multimedia.phoenix.edu/cms/202235941)

Download and save the Competency 2 Assessment Rubric and use it as a guide when completing your assessment
**.**

Assessment Directions

Assessment Details

**Scenario:**

Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Step 1: Calculations

**Download** the
[**Call Center Waiting Time**](https://multimedia.phoenix.edu/cms/202235933) database. Each row in the database corresponds to a different call. Column variables are as follows.

·
_ProtocolType_: indicates protocol type, either PT or PE

·
_QueueTime_: Time in Queue, in seconds

·
_ServiceTime_: Service Time, in seconds

**Perform** a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level α=0.05.

**Evaluate** if the company should allocate more resources to improve its average TiQ.

**Perform** a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level α=0.05.

**Assess** if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

**Continue** to
**Step 2: Summary of Conclusions**.

Step 2: Summary of Conclusions

**Write** a 175-word summary of your conclusions. Include your calculations in the summary.

Resources

·
[**Center for Writing Excellence**](https://multimedia.phoenix.edu/cms/cwe/)

·
[**Reference and Citation Generator**](https://multimedia.phoenix.edu/cms/citation)

·
[**Grammar Assistance**](https://multimedia.phoenix.edu/cms/202010168/)

**Note:** Please ensure that when citing or referencing an outside resource or external entity that proper attribution is made to that source. An example of a method for citing outside resources can be found in the APA 7th edition manual. Although you will not be graded on your ability to format citations in a specific format, it is expected that all learners submit work that is representative of their own original thoughts and work, and clearly attribute when referencing outside sources or entities when completing competency assessments.

Assignment / Performance Criteria Mastery 100%

1. 1. Hypothesis testing TiQ (weight 50%) Thoroughly evaluated if the company should allocate more resources to improve its average TiQ using accurate hypothesis testing results

2. Hypothesis testing PT protocol (weight 50%) Thoroughly assessed if new protocol served its purpose based on an accurate test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol

Additional Note:

FOLLOW Assignment / Performance Criteria Mastery 100%

This needs to pass ZERO GPT and plagiarism checks.
Need, scholarly references and intext citations.

Excel needed, word needed etc

**datcb565_v1_comp2_call_center_wait_time.xlsx**

This file is too large to display. [View in new window](https://www.sweetstudy.com/files/datcb565-v1-comp2-call-center-wait-time-xlsx)

**## datcb565_v1P3_comp2_rubric.pdf**

Copyright 2021 by University of Phoenix. All rights reserved.

DATCB/565 Competency 2 Assessment and Rubric
Course Title: Data Analysis and Business Analytics
Competency Assessment Title: Competency 2 Assessment

Assignment Directions
Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ),
which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too
long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a
negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5
minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with
more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to
their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes
(210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of
expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Download the Call Center Waiting Time database.

Each row in the database corresponds to a different call. Column variables are as follows.

• ProtocolType: indicates protocol type, either PT or PE

• QueueTime: Time in Queue, in seconds

• ServiceTime: Service Time, in seconds

Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a
significance level α=0.05.

Evaluate if the company should allocate more resources to improve its average TiQ.

Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance
level α=0.05.

Assess if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

Write a 175-word summary of your conclusions.

[https://multimedia.phoenix.edu/cms/202235933](https://multimedia.phoenix.edu/cms/202235933)

DATCB/565 Competency 2 Rubric
Page 2 of 2

Copyright 2021 by University of Phoenix. All rights reserved.

Competency Assessment Rubric
Assignment/Performance

Criteria
Mastery
100%

Meets Expectations
85%

Not Met
0%

1. Hypothesis testing TiQ
(weight 50%)

Thoroughly evaluated if the
company should allocate more
resources to improve its average
TiQ using accurate hypothesis
testing results

Partially evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results with some
errors

Narrowly evaluated if the company
should allocate more resources to
improve its average TiQ using
hypothesis testing results or did not
submit an evaluation if the company
should allocate more resources to
improve its average TiQ

2. Hypothesis testing PT
protocol
(weight 50%)

Thoroughly assessed if new
protocol served its purpose
based on an accurate test of
hypothesis to determine whether
the average ST with service
protocol PE is lower than with
the PT protocol

Partially assessed if new protocol
served its purpose based on a test
of hypothesis with few errors to
determine whether the average ST
with service protocol PE is lower
than with the PT protocol

Narrowly assessed if new protocol
served its purpose based on a test of
hypothesis to determine whether the
average ST with service protocol PE
is lower than with the PT protocol or
did not submit an assessment of
new protocol served its purpose

– Assignment Directions
– Competency Assessment Rubric

**## comp2assignmentinstructions.docx**

DATCB/565: Data Analysis And Business Analytics

Competency 2 – Assessment

Competency 2 – Overview and Assessment Information

**Competency Statement**

Utilizing statistical probability models, you will be able to evaluate and analyze business data under uncertainty conditions. You will also be able to create and test hypotheses and draw conclusions based on samples of data.

**Competency**

Analyze business research to drive organizational decision making.

**Learning Objective (LO)**

**Learning Objective 3**

Learn techniques to analyze data under uncertainty conditions.

**Learning Objective 4**

Learn how to conduct hypothesis testing and draw conclusions about populations based on sample data.

**Competency Assessment Description**

Perform a test hypothesis to determine if a new protocol served its purpose.

Why It Matters

Watch the video below to learn more about this competency. CBE no longer uses the term modules; they are now called Learning Resources.

[**View transcript**](https://multimedia.phoenix.edu/video/?v=562786466)

Assessment Information

This assessment gives you an opportunity to strengthen your skills in gathering and analyzing business-related information. It also provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans.

[**Download and review the rubric!**](https://multimedia.phoenix.edu/cms/202235941)

Download and save the Competency 2 Assessment Rubric and use it as a guide when completing your assessment
**.**

Assessment Directions

Assessment Details

**Scenario:**

Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.

Step 1: Calculations

**Download** the
[**Call Center Waiting Time**](https://multimedia.phoenix.edu/cms/202235933) database. Each row in the database corresponds to a different call. Column variables are as follows.

·
_ProtocolType_: indicates protocol type, either PT or PE

·
_QueueTime_: Time in Queue, in seconds

·
_ServiceTime_: Service Time, in seconds

**Perform** a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level α=0.05.

**Evaluate** if the company should allocate more resources to improve its average TiQ.

**Perform** a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level α=0.05.

**Assess** if the new protocol served its purpose. (Hint: This should be a test of means for 2 independent groups).

**Continue** to
**Step 2: Summary of Conclusions**.

Step 2: Summary of Conclusions

**Write** a 175-word summary of your conclusions. Include your calculations in the summary.

Resources

·
[**Center for Writing Excellence**](https://multimedia.phoenix.edu/cms/cwe/)

·
[**Reference and Citation Generator**](https://multimedia.phoenix.edu/cms/citation)

·
[**Grammar Assistance**](https://multimedia.phoenix.edu/cms/202010168/)

**Note:** Please ensure that when citing or referencing an outside resource or external entity that proper attribution is made to that source. An example of a method for citing outside resources can be found in the APA 7th edition manual. Although you will not be graded on your ability to format citations in a specific format, it is expected that all learners submit work that is representative of their own original thoughts and work, and clearly attribute when referencing outside sources or entities when completing competency assessments.

Assignment / Performance Criteria Mastery 100%

1. 1. Hypothesis testing TiQ (weight 50%) Thoroughly evaluated if the company should allocate more resources to improve its average TiQ using accurate hypothesis testing results

2. Hypothesis testing PT protocol (weight 50%) Thoroughly assessed if new protocol served its purpose based on an accurate test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol

Additional Note:

FOLLOW Assignment / Performance Criteria Mastery 100%

This needs to pass ZERO GPT and plagiarism checks.
Need, scholarly references and intext citations.

Excel needed, word needed etc

**datcb565_v1_comp2_call_center_wait_time.xlsx**

This file is too large to display. [View in new window](https://www.sweetstudy.com/files/datcb565-v1-comp2-call-center-wait-time-xlsx)