Basic Business Statistics, Student Value Edition (13th Edition)
13th Edition
ISBN: 9780321946393
Author: Mark L. Berenson, David M. Levine, Kathryn A. Szabat
Publisher: PEARSON
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Textbook Question
Chapter 9, Problem 75PS
Call centers today play an important role in managing day-to-day business communication 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 financial service call center:
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 is order to conduct the t test in (a)?
c. Construct a histogram, boxplot, or normal probability plot to evaluate the assumption made in (b).
d. Do you think that the assumption needed in order to conduct the t test in (a) is valid? Explain.
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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)…
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 9 Solutions
Basic Business Statistics, Student Value Edition (13th Edition)
Ch. 9 - If you use a 0.005 level of significance in a...Ch. 9 - If you use a 0.05 level of significance in a...Ch. 9 - If you use a 0.10 level of significance in a...Ch. 9 - If you use a 0.01 level of significance in a...Ch. 9 - What is your decision in problem 9.4 if...Ch. 9 - What is the p -value if, in a two-tail hypothesis...Ch. 9 - In problem 9.6, what is your statistical decision...Ch. 9 - What is the p-value if, in a two -tail hypothesis...Ch. 9 - In the U.S. legal system, a defendant is presumed...Ch. 9 - Suppose the defendant in Problem 9.9 is presumed...
Ch. 9 - Many consumer groups feel that U.S. Food and Drug...Ch. 9 - As a result of complaints from both students and...Ch. 9 - Prob. 13PSCh. 9 - The quality-control manager at a compact...Ch. 9 - Suppose that in Problem 9.14, the standard...Ch. 9 - A bottled water distributor wants to determine...Ch. 9 - Suppose that in Problem 9.16, the standard...Ch. 9 - If, In a sample of n=16 selected from a normal...Ch. 9 - In Problem 9.18, how many degrees of freedom does...Ch. 9 - In Problem 9.18, 9.19, what are the Critical...Ch. 9 - In, Problem 9.18, 9.19, and 9.20, what is your...Ch. 9 - If, in a sample of n=16 selected from a...Ch. 9 - If, in a sample of n=160 selected from a...Ch. 9 - You are the manager of a restaurant for a...Ch. 9 - A manufacturer of chocolate candies uses machines...Ch. 9 - Prob. 26PSCh. 9 - The U.S. Department of Transportation requires...Ch. 9 - The file FastFood contains the amount that a...Ch. 9 - An insurance company has the business objective of...Ch. 9 - The following data (in Drink) represent the amount...Ch. 9 - One of the major measures of the quality of...Ch. 9 - A manufacturing company produces steel housings...Ch. 9 - One operation of a steel mill is to cut pieces of...Ch. 9 - In Problem 3.69 on page 156, you were introduced...Ch. 9 - Prob. 35PSCh. 9 - In a one-tail hypothesis test where you reject H0...Ch. 9 - In Problem 9.36, what is your statistical decision...Ch. 9 - In a one-tail hypothesis test where you reject H0...Ch. 9 - In Problem 9.38, what is your statistical decision...Ch. 9 - In a one-tail hypothesis test where you reject H0...Ch. 9 - In Problem 9.40, what is your statistical decision...Ch. 9 - In a one-tail hypothesis test where you reject H0...Ch. 9 - In Problem 9.42, what is your statistical decision...Ch. 9 - In a one-tail hypothesis test where you reject H0...Ch. 9 - In Problem 9.44, what is your statistical decision...Ch. 9 - Prob. 46PSCh. 9 - Prob. 47PSCh. 9 - Prob. 48PSCh. 9 - You are the manager of a restaurant that delivers...Ch. 9 - A survey of nonprofit organizations showed that...Ch. 9 - Prob. 51PSCh. 9 - If, a random sample of 400 items, 88 are...Ch. 9 - In Problem 9.52, if the null hypothesis is that 20...Ch. 9 - In Problem 9.52 and 9.53, suppose you are testing...Ch. 9 - Prob. 55PSCh. 9 - The worldwide market share for the Mozilla Firefox...Ch. 9 - One of the issues facing organizations Is...Ch. 9 - Prob. 58PSCh. 9 - A cellphone provider has the business objective of...Ch. 9 - Prob. 60PSCh. 9 - What is the difference between a null hypothesis,...Ch. 9 - What is the difference between a Type I error and...Ch. 9 - What is meant by the power of a test?Ch. 9 - What is the difference between a one -tail test...Ch. 9 - What is meant by a p-value?Ch. 9 - How can a confidence interval estimate for the...Ch. 9 - What is the six-step critical value approach to...Ch. 9 - What is the five-step p-value approach to...Ch. 9 - In hypothesis testing, the common level of...Ch. 9 - Financial institutions utilize prediction models...Ch. 9 - Prob. 71PSCh. 9 - The owner of a speciality coffee shop wants to...Ch. 9 - An auditor for a government agency was assigned...Ch. 9 - A bank branch located in a commercial district of...Ch. 9 - Call centers today play an important role in...Ch. 9 - An important quality characteristic used by the...Ch. 9 - Studies conducted by the manufacturer of Boston...Ch. 9 - The manufacturer of Boston and Vermont asphalt...Ch. 9 - Referring to the results of problems 9.76 through...
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