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Call centers loday play an important role in managing day - to - day business communications with customers. Call centers must be monitored with a
Call centers loday play an important role in managing daytoday business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that butinesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is the amount of time spent speaking to customers on the phone. The table given below contains data for the time, in seconds, spent by agents talking to customers. Complete parts a through c below.
Click the icon to view the call time data table.
b Construct a cumulative percentage polygon. Choose the correct cumulative percentage polygon below.
B
D
c What can be concluded about call center performance if a call duration target of less than seconds is set?
Since of the calls have a duration of less than seconds, which is half of the calls, the service level target
Round to the nearest whole number as needed. been met.
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