EBK BUSINESS STATISTICS
7th Edition
ISBN: 9780134462783
Author: STEPHAN
Publisher: PEARSON CUSTOM PUB.(CONSIGNMENT)
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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 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-…
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, statistics and related others by exploring similar questions and additional content below.Similar questions
- Find the mean hourly cost when the cell phone described above is used for 240 minutes.arrow_forwardPlease 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…arrow_forwardWhich type of data source provides real-time data? A. Historical data B. Survey data C. Transactional data D. Social media dataarrow_forward
- The higher education department of Holmes Institute recorded data on the number of students enrolled in the different study majors for the years 2018 and 2019. Study major 2018 2019 Statistics 1700 2250 Business law 700 900 Accounting 1300 1450 Economics 750 1000 Finance 1450 1758 Marketing management 1069 1189 Auditing 360 351 Use an appropriate graphical technique or chart to compare the number of enrolment in 2018 and 2019 of the different study major. Display the chart. Use an appropriate graphical technique or chart to display the percentage value of the number of enrolment of the different study major in 2018 and 2019. Display the chart.arrow_forward. Primary Data Source and Secondary Data Source ?arrow_forwarda. 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? 14arrow_forward
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