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 business 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 service call center:
a. Construct a
b. What assumption do you need to make about the population to construct the interval in (a)?
c. Given the data presented, do you think the assumption needed in (a) is valid? Explain.
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BASIC BUSINESS STATISTICS-STUD.SOLN.MAN
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