The financial services call center in Problem 2.44 also monitors call duration, which is the amount of time spent speaking to customers on the phone. The file CallDuration contains the following data for the time, in seconds, spent by agents talking to 50 customers.

Data from in problem 2.44

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 file Service Level contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center:

a. Construct a percentage histogram and a percentage polygon.

b. Construct a cumulative percentage polygon.

c. What can you conclude about call center performance if a call duration target of less than 240 seconds is set?

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