B$)$ Lisa manages customer service representatives in a call centre. The centre's computer system

tracks a number of metrics for each employee including the total number of customers calls

they complete, the amount of time the service representative spends talking to customers, and

the total time the service representative was clocked in each day. The work standard

developed by the call centre is to complete $150$ calls in an $8-$hour shift.

Answer the following questions using the information provided in the table below:

Employee

# Calls Completed

Total Time on Calls

Total Time Clocked In

J

$165$

$8$ hours

$8$ hours

K

$140$

$7$ hours $30$ minutes

$8$ hours

M

$135$

$7$ hours $20$ minutes

$8$ hours

a$.$ What is the productivity of employee J$?(3$ marks$)$

$165/8=20\mathrm{.}63$ calls per hour

b$.$ What is the efficiency of employee K$?(3$ marks$)$

c$.$ What is the percent value added time for employee M$?(3$ marks$)$