Concept explainers
Call centers today play an important role in managing day-to-day business communications with customers. It's important, therefore to monitor a comprehensive set of metrics. which can help businesses understand the overall performance of a call center. One key metric for measuring overall call center performance is service level which is defined as 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:
a. Compute the mean,
b. List the five-number summary.
c. Construct a boxplot and describe its shape.
d. What can you conclude about call center performance if the service level target is set as ‘75% of calls answered in under 20 seconds?’
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EBK BASIC BUSINESS STATISTICS
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