Call centers today play an important role in managing dayto-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: 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. Compute the mean, median, range, and standard deviation for the speed of answer, which is the time to answer incoming calls. b. List the five-number summary. c. Construct a boxplot and describe its shape.
Call centers today play an important role in managing dayto-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:
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. Compute the mean,
the speed of answer, which is the time to answer incoming calls.
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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