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 tha 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 specit 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"? Data table a. Construct a frequency distribution and a percentage distribution. Construct a frequency distribution. Time Frequency 16 13 18 19 (seconds) 15 16 15 20 - 9 16 23 6. 20 10 10 - 14 15 13 6 19 18 15 - 19 14 16 14 27 8 20 - 24 15 11 11 15 25 - 29 24 12 11 13 26 30 - 34 10 9 13 13 25 (Type integers or decimals. Do not round.) 21 20 12 24 26 16 21 7 17 11
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 tha 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 specit 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"? Data table a. Construct a frequency distribution and a percentage distribution. Construct a frequency distribution. Time Frequency 16 13 18 19 (seconds) 15 16 15 20 - 9 16 23 6. 20 10 10 - 14 15 13 6 19 18 15 - 19 14 16 14 27 8 20 - 24 15 11 11 15 25 - 29 24 12 11 13 26 30 - 34 10 9 13 13 25 (Type integers or decimals. Do not round.) 21 20 12 24 26 16 21 7 17 11
MATLAB: An Introduction with Applications
6th Edition
ISBN:9781119256830
Author:Amos Gilat
Publisher:Amos Gilat
Chapter1: Starting With Matlab
Section: Chapter Questions
Problem 1P
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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"?
- X
a. Construct a frequency distribution and a percentage distribution.
Data table
Construct a frequency distribution.
Time
Frequency
16
13
18
19
(seconds)
9
15
16
5
15
20
16
23
6
20
10
10
- 14
15 13
6
19
18
15 -
19
14 16
14
27
8
20 - 24
15
11
11
15
25
29
24 12
11
13
26
30 - 34
10
9
13
13
25
(Type integers or decimals. Do not round.)
21 20
12
24
26
16
21
7
17
11
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