MANAGING THE IT HELP DESK Congratulations! You have recently been promoted into the role of Help Desk Manager at your organization. In your role, you oversee a small team of three analysts (Anita, Cheryl, and Marcus) who provide desktop support to the rest of your company. The data set provided represents a random sampling of 100 support calls handled by your team this past week. The data set tells you which analyst handled each support ticket, the category of support provided, and the amount of time taken to resolve the ticket. Use this data to answer the following questions:

(4 pts) Create a frequency histogram of the resolution time (in minutes) of your teams support tickets. Paste the graph below. Is this data positively skewed, negatively skewed, or does it have no skew? How can you tell? What percentage of support calls had a resolution time greater than 45 minutes?

(4 pts) Create a pie chart and a Pareto chart each showing the number of support calls in each support category. Paste the two graphs below. Which graph is better suited for this data? Why? What percentage of support tickets are related specifically to software? Provide two questions you might want to ask as the manager of this department based on these graphs.

(4 pts) Create a single boxplot chart that shows the resolution time (in minutes) for support tickets handled by each analyst on your team (your chart should have three boxplots total: one for each analyst, all using the same vertical scale). Include the mean values for each analyst on your chart. Paste the graph below. Which analyst on your team seems to have the greatest variability in their resolution times? How do you know? Pick any of your analysts, list what values their lower and upper whiskers reach, and explain what these values mean. Based on this data, do you agree that Marcus is your best analyst? Cite specific information from the chart to explain your position.

(4 pts) Display the descriptive statistics for the resolution time (in minutes) for support tickets by support category and in total for all tickets. Include the mean, standard deviation, number of tickets, and values of the 5-number summary in your output. Paste the descriptive statistics below. Which two support categories, on average, take less than 10 minutes to resolve? List the mean resolution times for these two categories. Which two support categories have the greatest variability in their resolution times, as measured by standard deviation? List the standard deviations and interquartile ranges for these two categories.