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 the amount of time spent speaking to customers on the phone. The table given below contains data for the time, in seconds, spent by agents talking to 49 customers. Complete parts (a) through (c) below. E Click the icon to view the call time data table. ... Seconds Seconds Seconds Time (in seconds) spent talking b. Construct a cumulative percentage polygon. Choose the correct cumulative percentage polygon below. 232 109 232 100 327 64 228 201 122 286 187 126 382 180 338 191 260 118 414 198 315 231 115 305 213 340 108 230 224 233 429 154 243 72 147 180 212 382 226 O A. OB. 161 87 116 100- 75 100- 100- 327 240 146 421 204 66 260 75 75 50 50 50 25- 25 25 240 480 Seconds 240 480 Seconds 480 240 Seconds Print Done c. What can be concluded about call center performance if a call duration target of less than 240 seconds is set? Since % of the calls have a duration of less than 240 seconds which is V half of the calls the service level target V been met
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 the amount of time spent speaking to customers on the phone. The table given below contains data for the time, in seconds, spent by agents talking to 49 customers. Complete parts (a) through (c) below. E Click the icon to view the call time data table. ... Seconds Seconds Seconds Time (in seconds) spent talking b. Construct a cumulative percentage polygon. Choose the correct cumulative percentage polygon below. 232 109 232 100 327 64 228 201 122 286 187 126 382 180 338 191 260 118 414 198 315 231 115 305 213 340 108 230 224 233 429 154 243 72 147 180 212 382 226 O A. OB. 161 87 116 100- 75 100- 100- 327 240 146 421 204 66 260 75 75 50 50 50 25- 25 25 240 480 Seconds 240 480 Seconds 480 240 Seconds Print Done c. What can be concluded about call center performance if a call duration target of less than 240 seconds is set? Since % of the calls have a duration of less than 240 seconds which is V half of the calls the service level target V been met
MATLAB: An Introduction with Applications
6th Edition
ISBN:9781119256830
Author:Amos Gilat
Publisher:Amos Gilat
Chapter1: Starting With Matlab
Section: Chapter Questions
Problem 1P
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 the amount of time spent speaking to customers on the phone. The table given below contains data for the time, in seconds,
spent by agents talking to 49 customers. Complete parts (a) through (c) below.
E Click the icon to view the call time data table.
--
---
---
---
-
---
Seconds
Seconds
Seconds
Time (in seconds) spent talking
b. Construct a cumulative percentage polygon. Choose the correct cumulative percentage polygon below.
232
100
64
122
286
109
327
228
327
187
232
161
201
240
126
72
147
224
146
260
115
87
233
421
118
305
108
429
204
414
213
230
154
66
198
340
116
243
260
315
382
180
338
191
231
180 O
212
382
226
OA.
O B.
100
100
-
100-
75
755
75
50
50
50
25
25
25
0-
480
240
480
Seconds
240
240
480
Seconds
Seconds
Print
Done
c. What can be concluded about call center performance if a call duration target of less than 240 seconds is set?
Since % of the calls have a duration of less than 240 seconds, which is
V half of the calls, the service level target
V been met.
(Round to the nearest whole number as needed.)
Cumulative %
Cumulative %
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