1. List the relative frequency for overall type of calls, call quality, and call errors. Use Quality Summary Data
2. Provide descriptive statistics for call time to include the mean, median, mode, variance, standard deviation, and range. Use Call Center Data (Column A)
3. Provide the following probabilities: Create a contingency table from the Call Center Data, then use to answer probability questions.
1. CLM Error and AM Shift
2. COV Error and PM Shift
3. SAV Error or AM Shift
4. Given that the call comes in the morning, what is the probability of a CLM Error?
4. Based on the data, which error(s) should the team focus on? Does shift matter? Explain your answers.
5. Evaluate the current call time if customers expect to have their calls handled within approximately 7.5 minutes on the phone. From Call Center Data, evaluate the frequency distribution for percent of calls above and below the customer specification.
MohamedJQ
Instructions.docx
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