Questions: Which metric would you focus on improving?

Solution Steps

The means for each metric were calculated as follows:

• For Calls per Hour (Calls/Hr): \[ \mu = \frac{\sum_{i=1}^N x_i}{N} = \frac{73449}{6} = 12241.5 \]

• For Customer Service Score (CS Score): \[ \mu = \frac{\sum_{i=1}^N x_i}{N} = \frac{534}{6} = 89.0 \]

• For Job Satisfaction (Job Sat.): \[ \mu = \frac{\sum_{i=1}^N x_i}{N} = \frac{517}{6} \approx 86.17 \]

• For Escalations (Esc.): \[ \mu = \frac{\sum_{i=1}^N x_i}{N} = \frac{58}{6} \approx 9.67 \]

• For Resolutions (Res.): \[ \mu = \frac{\sum_{i=1}^N x_i}{N} = \frac{529}{6} \approx 88.17 \]

The metrics that require improvement based on the calculated means compared to the monthly goals are:

• Calls/Hr: \( 12241.5 < 13500 \)
• Job Sat.: \( 86.17 < 89 \)
• Esc.: \( 9.67 \leq 9 \) (meets the goal)
• Res.: \( 88.17 < 90 \)

Thus, the metrics that need improvement are: \[ \text{Metrics that need improvement: } \{ \text{Calls/Hr: } 12241.5, \text{ Job Sat.: } 86.17, \text{ Res.: } 88.17 \} \]

To determine which metric to focus on improving, we calculate the deviation from the goals:

• Calls/Hr: \( 13500 - 12241.5 = 1260.5 \)
• Job Sat.: \( 89 - 86.17 \approx 2.83 \)
• Res.: \( 90 - 88.17 \approx 1.83 \)

The largest deviation is for Calls/Hr, which is \( 1260.5 \).

Final Answer