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Question: Call centers today play an important role


Call centers today play an important role in managing dayto- day business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent within a specified number of seconds. The file ServiceLevel contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center:
16 14 16 19 6 14 15 5 16 18 17 22 6 18 10 15 12 6 19 16 16 15 13 25 9 17 12 10 5 15 23 11 12 14 24 9 10 13 14 26 19 20 13 24 28 15 21 8 16 12
a. Construct a frequency distribution and a percentage distribution.
b. Construct a cumulative percentage distribution.
c. What can you conclude about call center performance if the service level target is set as “80% of calls answered within 20 seconds”?

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