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Call centers today play an important role in managing day to day business communications with...

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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 busi 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 with of seconds The table below contains the following data for time in seconds to answer 50 incoming calls to a financial services call center 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 time Percentage seconds 5 9 14 10 14 30 I 15 19 40 20 24 8 29 8 30 0 34 Type integers or decimals Do not round 15226 b Construct a cumulative percentage distribution Time Percentage Less seconds 5 10 15 20 25 30 35 than Type integers or decimals Do not round

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