Chapter 8, Problem 8.66CRP

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 Data table a. Construct a frequency distribution and a percentage distribution. Construct a frequency distribution. Time 18 15 17 17 Frequency (seconds)…

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)…

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-…