311 is Chicago’s web and phone portal for government in-formation and nonemergency services. 311 serves as a comprehensive one- stop shop for residents, visitors, and business owners; therefore, it is critical that 311 representatives answer calls and respond to requests in a timely and accurate fashion. The target response time for answering 311 calls is 45 seconds. Agent abandonment rate is one of several call center metrics tracked by 311 officials. This metric tracks the percentage of callers who hang up after the target response time of 45 seconds has elapsed. The file 311CallCenter contains the agent abandonment rate for 22 weeks of call center operation during the 7: 00 a. m. – 3: 00 p. m. shift.
a. Compute the mean, median, first quartile, and third quartile.
b. Compute the range, interquartile range, variance, standard deviation, and coefficient of variation.
c. Construct a boxplot. Are the data skewed? If so, how?
d. Compute the correlation coefficient between day and agent abandonment rate.
e. Based on the results of ( a) through ( c), what conclusions might you reach concerning 311 call center performance operation?

  • CreatedJuly 16, 2015
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