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"?
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"?
Big Ideas Math A Bridge To Success Algebra 1: Student Edition 2015
1st Edition
ISBN:9781680331141
Author:HOUGHTON MIFFLIN HARCOURT
Publisher:HOUGHTON MIFFLIN HARCOURT
Chapter4: Writing Linear Equations
Section: Chapter Questions
Problem 11CT
Related questions
Question
Transcribed Image Text:Call centers today play an important role in managing day-to-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 table below
contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center.
E Click the icon to view the data.
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"?
a. Construct a frequency distribution and a percentage distribution.
Data table
Construct a frequency distribution.
Time
Frequency
(seconds)
9
18
15
15
21
6.
13
17
18
16
10 - 14
18
23
7
20
9
15 - 19
17
13
5
21
15
20 - 24
17
15
12
25
9
25 - 29
15
11
9
17
30 - 34
21
10
12
15
22
(Type integers or decimals. Do not round.)
10
11
13
14
28
20
19
13
24
27
Construct a percentage distribution.
15
21
7
17
11
Transcribed Image Text:Construct a percentage distribution.
Time
Percentage
(seconds)
5 - 9
%
%
%
10
14
15
19
20
24
%
25
29
%
30
34
%
(Type integers or decimals. Do not round.)
b. Construct a cumulative percentage distribution.
Percentage Less
than
Time
(seconds)
10
%
%
15
20
25
%
Expert Solution
This question has been solved!
Explore an expertly crafted, step-by-step solution for a thorough understanding of key concepts.
This is a popular solution!
Trending now
This is a popular solution!
Step by step
Solved in 3 steps with 2 images
Recommended textbooks for you
Big Ideas Math A Bridge To Success Algebra 1: Stu…
Algebra
ISBN:
9781680331141
Author:
HOUGHTON MIFFLIN HARCOURT
Publisher:
Houghton Mifflin Harcourt
Glencoe Algebra 1, Student Edition, 9780079039897…
Algebra
ISBN:
9780079039897
Author:
Carter
Publisher:
McGraw Hill
Big Ideas Math A Bridge To Success Algebra 1: Stu…
Algebra
ISBN:
9781680331141
Author:
HOUGHTON MIFFLIN HARCOURT
Publisher:
Houghton Mifflin Harcourt
Glencoe Algebra 1, Student Edition, 9780079039897…
Algebra
ISBN:
9780079039897
Author:
Carter
Publisher:
McGraw Hill