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New Post 8/28/2009 1:30 AM
User is offline anonymous
0 posts
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How to measure the relationship and affect between two variables/sources? 

 

Hello all,
First of all, I’m not quite sure if this forum is the one for my initial questions, if not my apologies. Otherwise please let me know which one that would be the most appropriate one for my questions.
I’m glad to have found you online and my hope is to find some answers and advise in this community that takes me in the right direction in order to grow in this area. In fact I’m starting from square one when it comes to the analysis part of reporting so, please bear with me.
Anyway, I was hoping for some guidance and advice on a project that was handed to me recently. So, the assignment I’ve got are to find out the relationship between two variables.  The company has a robot online that answers incoming questions to relieve some of the burden for our customer operation department incoming calls. So, the assignment and the analysis is to find out and answer questions such as;
What is the efficiency of the robot? Does the robot have any affect on our daily incoming telephone questions to our customer service at all? If so, what grade of efficiency does it have?
Is it worth for us to pay for this service? 
So, my initial thought or questions I have regarding this assignment is; How to measure this relationship? I would appreciate any help or guidance in this matter and if any of you can point out some helpful tutorials online for me to get started, would be great.
 
New Post 9/8/2009 9:46 AM
User is offline Nathan Caswell
6 posts
10th Level Poster


Re: How to measure the relationship and affect between two variables/sources?R 

Roger,

What are the two variables?

What you don't mention is some way to correlate questions initiated on the robot with questions initiated via phone. For example, does every question start with the robot? Is there a log for the robot? Any unique identifier such as incident number attached?

If nothing else, do you have some measure of call volume before and after the robot was started? If not, turn it off for a few days ... for maintenance if you need an excuse and look at the difference in call volume. Probably want to first look at call volume and have a good handle on it's time dependence, e.g. big peak in calls just after lunch local time on tuesdays, very few calls on Sunday. Then compare with/without robot for comparable times.

 
New Post 10/20/2009 5:06 PM
User is offline Tom Miller, CSPO
45 posts
www.linkedin.com/in/tlgalenson
8th Level Poster


Re: How to measure the relationship and affect between two variables/sources? 

If the variables are scaled by numbers then your third variable, say time, should allow for a statistical analysis to see if they go up and down together or not.  Try playing with some ANOVA if nothing else.

 

Tom

 
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