Concept explainers
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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Basic Business Statistics, Student Value Edition
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