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 business 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 following data represents the time, in seconds, to answer 50 incoming calls to a financial service call center:

16	14	16	19	6	14	15	5	16	18
17	22	6	18	10	15	12	6	19	16
16	15	13	25	9	17	12	10	5	15
23	11	12	14	24	9	10	13	14	26
19	20	13	24	28	15	21	8	16	12

1. Using six classes, prepare the frequency distribution, histogram, frequency polygon, and ogive. What is the shape of the distribution? Which graph shows the shape of the distribution?
2. What can you conclude about call center performance if the service level target is set as "85% of calls answered within 20 seconds"?