Call centers today play an important role in managing day-today 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. Construct a 95% confidence interval estimate for the population mean time, in seconds, to answer incoming calls.

b. What assumption do you need to make about the population to construct the interval in (a)?

c. Given the data presented, do you think the assumption needed in (a) is valid? Explain.

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