Every day improved. Could that just be luck?
Queue times are paired data with a skew problem: the same Monday compared with the same kind of Monday, but never bell-shaped. Wilcoxon Signed-Rank is the paired test that does not care about the bell.
SaaS Starter Statistics free
After you install, this is the model to open.
Did the New Process Cut Ticket Times?
- In your spreadsheet, click the Sortia icon in the strip of icons down the right-hand edge. No strip? Click the arrow at the bottom-right to open it. You can also use Extensions, then Sortia, then Open Sortia.
- Click Start from a template and put that name in the search box.
- Pick the card with that name and click Load this template. It arrives on a new tab with real numbers already in it.
The answer
A clean sweep, quantified:
- Days improved
- 9 of 9
- W+ statistic
- 45 the maximum
- p (two-tail)
- 0.009
- Median cut
- 4 hours/ticket
W+ of 45 is every single pair improving, and the p-value prices that sweep at about one in a hundred under pure luck. The median improvement of 4 hours per ticket is the number for the ops review. Deploy times, checkout durations, patient waits: anywhere before-and-after meets skewed numbers.
The model
Average resolution hours for nine matched weekdays before and after the support team added a triage step. The test ranks the differences and asks whether the signs could be luck.
| Before | 15 to 26 h per ticket |
| After | 13 to 19 h per ticket |
| W+ statistic | calculated |
| Median improvement | calculated |
Once it is in your sheet
- The model arrives with real numbers in it and runs as it stands, so you can press the button first and understand it second.
- Change the numbers to yours. The sheet marks which cells are inputs and which hold formulas, and most labels carry a note explaining the row.
- Press the run button at the bottom of the panel. It is labeled for the tool you are in, and the result lands on its own tab, with a written reading of it beside the figures.
Never used Google Sheets? Start here goes the whole way, in seven steps, and assumes nothing.
Next question
- Your churn is a band. What does that do to LTV?What Is a Customer Really Worth?
- The lift is real. Is it real for every segment?Did the New Onboarding Move Activation?
- What does hiring now cost you next January?What Three Hiring Plans Cost
- Your traffic is fixed. What lift can it even see?What Lift Could We Even Detect?
- Do the service credits or the churn cost you more?What Would an Outage Cost Us?
- Commit to the servers or rent them by the hour?Which Instance Mix Holds the Load for the Least Money?
Every model like this one, and the method behind them: Statistics in Google Sheets.