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fined as the percentage of a specified number of se he following data for time

fined as the percentage of a specified number of se he following data for time

MATLAB: An Introduction with Applications
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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9.75 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 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 Service Level 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).
Transcribed Image Text:9.75 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 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 Service Level 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).
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