Basic Business Statistics, Student Value Edition
14th Edition
ISBN: 9780134685113
Author: Mark L. Berenson, David M. Levine, David F. Stephan, Kathryn Szabat
Publisher: PEARSON
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Textbook Question
Chapter 2, Problem 44PS
Call centers today play an important role in managing day-to-day business communications with customer. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of these 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 file ServiceLevel contains the following data for time, in seconds, to answer 50 incoming calls to a financial service call center:
a. Construct a percentage histogram and a percentage
b. Construct a cumulative percentage polygon.
c. What can you conclude about call centre performance if the service level target is set as
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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.
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b. Construct a cumulative percentage polygon. Choose the correct cumulative percentage polygon below.
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a. 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 time, in seconds, to answer 10 incoming calls to a financial
services call center are given below.:
16
14
16
19 6
15
5
6 9
At the 5% level of significance, does this sample show that on average the calls incoming to this call
center are answered within 10 seconds. State the null and the alternative hypotheses. What is your
conclusion?
14
Please answer in excel. Thank you!
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 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)
d. Do you think…
Chapter 2 Solutions
Basic Business Statistics, Student Value Edition
Ch. 2 - A categorical variable has three categories, with...Ch. 2 - The following data represent the responses to two...Ch. 2 - The following table, stored in Smartphones Sales,...Ch. 2 - The Consumer Financial Protection Bureau reports...Ch. 2 - In addition to the impact of Big Data, what...Ch. 2 - This table represents the summer power-generating...Ch. 2 - Timetric’s 2016 survey of insurance...Ch. 2 - A survey of 1,520 Americans adults asked “Do you...Ch. 2 - A study of selected Kickstarter projects showed...Ch. 2 - Do special recommendations increase ad...
Ch. 2 - Construct an ordered array, given the following...Ch. 2 - Construct an ordered array, given the following...Ch. 2 - Planning and preparing for the unexpected,...Ch. 2 - Data was collected on salaries of compliance...Ch. 2 - The file NBACost contains the total cost ($ ) for...Ch. 2 - The file Utility contains the following data about...Ch. 2 - How much time do commuters living in or near...Ch. 2 - How do the average credit scores of people living...Ch. 2 - One operation of a mill is to cut pieces of steel...Ch. 2 - Call centers today play an important role in...Ch. 2 - The financial service call centre in problem 2.20...Ch. 2 - The file Bulbs contains the life (in hours) of a...Ch. 2 - The file Drink Contains the following data for the...Ch. 2 - A survey of online shoppers revealed that in 2015...Ch. 2 - How do college students spend their day? The 2016...Ch. 2 - The Energy Information Administration reported the...Ch. 2 - The Consumer Financial Protection Bureau reports...Ch. 2 - The following table indicates the percentage of...Ch. 2 - Timetric’s 2016 survey of insurance...Ch. 2 - A survey of 1,520 American adults asked “Do you...Ch. 2 - A study of selected Kickstarter projects showed...Ch. 2 - Do special recommendations increase ad...Ch. 2 - Construct a stern-and-leaf display, given the...Ch. 2 - Construct an ordered array, given the following...Ch. 2 - The following is a stern-and0-leaf display...Ch. 2 - The file NBACost contains the total cost in$ for...Ch. 2 - The file MobileSpeed contains the overall download...Ch. 2 - The file Utility contains the following data about...Ch. 2 - As player salaries have increases, the cost of...Ch. 2 - The following histogram and cumulative percentage...Ch. 2 - How much time do Americans living in cities spend...Ch. 2 - How do the average credit scores of people living...Ch. 2 - One operation of a mill is to cut pieces of steel...Ch. 2 - Call centers today play an important role in...Ch. 2 - The financial service call center in problem 2.44...Ch. 2 - The file Bulbs contains the life (in hours) of a...Ch. 2 - The data stored in Drink represents the amount of...Ch. 2 - The following is a set of data from a sample of...Ch. 2 - The following is a series of annual sales...Ch. 2 - Movie companies need to predict the gross receipts...Ch. 2 - Data were collected on the typical cost of dining...Ch. 2 - The file Mobile contains the overall download and...Ch. 2 - A Pew Research Center survey found a noticeable...Ch. 2 - How have stocks performed in the past? The...Ch. 2 - The file NewHomeSales contains the number of new...Ch. 2 - The file Movie Attendance 16 contains the yearly...Ch. 2 - The Super Bowl is a big viewing event watched by...Ch. 2 - Using the sample of retirement funds stored in...Ch. 2 - Using the sample of retirement funds stored in...Ch. 2 - Prob. 60PSCh. 2 - Using the sample of retirement funds stored in...Ch. 2 - Prob. 62PSCh. 2 - Using the sample of retirement funds stored in...Ch. 2 - Prob. 64PSCh. 2 - Using the sample of retirement funds stored in...Ch. 2 - Prob. 66PSCh. 2 - Prob. 67PSCh. 2 - Prob. 68PSCh. 2 - Prob. 71PSCh. 2 - Prob. 72PSCh. 2 - Examine the following visualization, adapted from...Ch. 2 - Prob. 75PSCh. 2 - Prob. 76PSCh. 2 - How do histograms and polygons differ in...Ch. 2 - Why would you construct a summary table?Ch. 2 - What are the advantages and disadvantage of using...Ch. 2 - Compare and contrast the bar chart for categorical...Ch. 2 - What is the difference between a time-series plot...Ch. 2 - Why is it said that the main feature of a Pareto...Ch. 2 - What are the three different ways to break down...Ch. 2 - How can a multidimensional table differ from a...Ch. 2 - What type of insights can you gain from a...Ch. 2 - Prob. 86PSCh. 2 - What is the difference between a time-series plot...Ch. 2 - The following table shown in the TextbookCosts...Ch. 2 - The following table represents the market share...Ch. 2 - B2B marketers in North America were surveyed about...Ch. 2 - The owner of a restaurant that services...Ch. 2 - Suppose that the owner of the restaurant in...Ch. 2 - The following data represents the pounds per...Ch. 2 - The Air Travel Consumer Report, a monthly product...Ch. 2 - One of the major measures of the quality of...Ch. 2 - The file DomesticBeer Contains the percentage...Ch. 2 - Prob. 97PSCh. 2 - The file CDRate contains the yields for one-year...Ch. 2 - The file CEO 2016 includes the total compensation...Ch. 2 - Prob. 100PSCh. 2 - What was the average price of a room at two-star,...Ch. 2 - The file Protein contains calorie and cholesterol...Ch. 2 - The file Natural Gas contains the U.S. monthly...Ch. 2 - The data stored in Drink represent the amount of...Ch. 2 - Prob. 105PSCh. 2 - A/B testing allows business to test a new design...Ch. 2 - Referring to the results from Problem 2.100 on...
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