Call centers today play an important role in managing day- to-day busine ss communications with custome rs. It's important, the refore, to monitor a comprehensive set of metrics, which can help busine sses understand the overall performance of a call center. One key metric for measuring ove rall 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: 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. At the 0.05 level of significance, is there evidence that the population mean time to answer calls is less than 20 seconds? b. What assumption about the population distribution is needed in order to conduct the t test in (a)? c. Construct a histogram, boxplot, or normal probability plot to evaluate the assumption made in (b).
Call centers today play an important role in managing day-
to-day busine ss communications with custome rs. It's important,
the refore, to monitor a comprehensive set of metrics, which can
help busine sses understand the overall performance of a call center.
One key metric for measuring ove rall 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:
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. At the 0.05 level of significance, is there evidence that the
population
b. What assumption about the population distribution is needed in
order to conduct the t test in (a)?
c. Construct a histogram, boxplot, or normal probability plot to
evaluate the assumption made in (b).
d. Do you think that the assumption needed in order to conduct the
t test in (a) is valid? Explain.
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