Call centers today play an important role in managing day-to- and day business communications with customers. It's important, there- gra fore, to monitor a comprehensive set of metrics, which can help exp businesses understand the overall performance of a call center. high One key metric for measuring overall call center performance is exper service level which is defined as the percentage of calls answered to la by a human agent within a specified number of seconds. T the following data for time, in seconds, to gles answer 50 incoming calls to a financial services call center: a. Fo est 16 14 16 19 6 14 15 5 16 18 17 22 6 18 10 15 12 b. For 6 19 16 16 15 13 25 9 17 12 10 5 15 23 11 12 14 esti 24 9 10 13 14 26 19 20 13 24 28 15 21 8 16 12 calculate the measures of variation for ungrouped data