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Sample size selection


Puneet Vohra

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Hello Puneet

 

For sample size determination, we need a little more information

 

1. What is the purpose of the study?

2. What is the metric under study (e.g. quality, AHT etc) and what difference do we want to detect (e.g. Quality is 90% and we want to detect a difference of at least 5%)?

3. What level of confidence do we need? (we can always work with default of 95%)

 

Regards

Mayank Gupta 

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Oh, if the objective is to do a Time and Motion study using a stop watch, then we do not need statistical calculation of sample size. We can work with a sample of about 30.

For Time and Motion study, ensure the following

1. Different types of transactions are covered

2. Most of the agents (if not all) are covered

3. If there is an automated system which is performing some tasks, then that time also needs to be included 

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