Q13. A call centre manager believes that the distribution of staff on duty throughout the day is not appropriate for the distribution of calls throughout the day and so they propose a new shift pattern. The average call response time is measured during different periods throughout the day for both the old shift pattern and the new shift pattern. Use a suitable hypothesis test to determine whether the new shift pattern has decreased the average call response time to 5% significance. Interval Old shift pattern New shift pattern 00:00-04:00 15.0 sec 20.2 sec 04:00-08:00 21.2 sec 23.9 sec 08:00 - 12:00 48.3 sec 50.2 sec 12:00 - 16:00 189.2 sec 159.8 sec 16:00 - 20:00 175.8 sec 175.3 sec 20:00 - 00:00 134.7 sec 130.3 sec In your workings, state any assumptions you are making about the data.

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