Call centers today play an important role in managing dayto- 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:

a. Compute the mean, median, range, and standard deviation for the speed of answer, which is the time to answer incoming calls.

b. List the five-number summary.

c. Construct a boxplot and describe its shape.

d. What can you conclude about call center performance if the service level target is set as “75% of calls answered in under 20 seconds?”

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