Time-of-the-day Variation

8~9
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

9~10
8
6
7
7
7
6
7
7
7
8
7
6
7
7
7

10~11

11~12

12~1

1~2

7
7
6
7
7
8
6
6
7
8
4
7
6
6
7

8
4
4
5
4
5
5
6
4
8
5
5
3
4
6

6
5
4
4
3
4
7
6
7
8
6
5
7
6
4

6
4
6
7
7
5
5
4
4
3
5
7
5
6
6

Count
15
15
15
15
15
15
15
15
15
15
15
15

Sum
100
95.5
71
76.5
74.5
74.5
74.5
59.5
91.5
86.5
91.5
103

Average
6.666667
6.366667
4.733333
5.1
4.966667
4.966667
4.966667
3.966667
6.1
5.766667
6.1
6.866667

Variance
0.309524
0.838095
1.888095
2.042857
1.338095
1.016667
1.980952
1.552381
1.471429
1.245238
1.507143
0.480952

2~3
6
4
4
4
5
5
6
6
4
5
5
7
7
6
5

4
6
7
4
5
6
3
6
7
5
4
5
7
8
5

Anova: Single Factor

SUMMARY
Groups
8~9
9~10
10~11
11~12
12~1
1~2
2~3
3~4
4~5
5~6
6~7
7~8

ANOVA
Source of Variation SS
Between Groups 130.4486
Within Groups
219.4
Total
Anomaly

349.8486

df

MS
F
P-value
F crit
11 11.85896 9.080702 1.24E-12 1.846025
168 1.305952
179

3~4

4~5
3
3
3
5
5
4
6
6
6
5
6
3
3
3
4

5~6
5
7
5
7
6
7
7
7
8
6
8
4
5
8
7

6~7
4
6
7
7
8
5
6
7
6
5
8
7
6
6
5

7~8
5
7
7
8
7
6
7
8
5
4
7
7
8
5
7

6
8
7
7
8
8
8
7
7
7
7
6
8
8
7

Made with Instat+ v3.33

ANOVA test based on the different times of the day shows significant difference in means.
Further , Box plot of the data identifies that scores are less between 10 a.m to 4 p.m.
To conclude the same , is a particular day, 12 agents were chosen ( 4 of them are more than 2
years experienced, 4 are between 6 months to 2 years & 4 of them are less than 6 months
experienced). One set of data was collected during 10 a.m~3 p.m. (designated as peak-period
data), another set was collected in some other period of the day (designatede as off-the-peak
data.

After Confirming the reduction in call

score during 10 a.m to 4 p.m , high
call volume was suspected as a
major factor for the lower quality call
score.To validate that Incoming call
volume was taken as the input
factor for analysis

Total number of Incoming Call

Time of
day
Day1
Day2
Day3
Day4
Day5
Day6
Average

8~9

9~10
230
200
247
279
277
293
254

10~11
172
232
273
206
218
187
215

11~12
392
376
376
413
388
388
389

12~1
351
352
389
382
366
384
371

1~2
386
349
387
402
359
445
388

2~3
400
419
434
364
350
367
389

Incoming Call volume shows that the call received during 10 a.m. to 4 p.m. are

421
365
375
382
383
406
389

3~4

4~5
420
422
434
421
413
335
408

5~6
182
209
216
174
222
227
205

6~7
244
228
229
228
281
237
241

7~8
234
224
301
266
313
219
260

291
190
256
267
299
237
257