Using the data given in Table 1, determine the process capability indices for performance metric. Provide the appropriate interpretation for the process capability indices drawn, based on the available data. A. 'First Call Resolution'. The specification limits for the FCR are; LSL=75% and USL=100%. B. '5 Day Resolution'. The specification limits for the 5DR are; LSL=90% and USL=100%.

Historical Baseline Data (Table 1) Month No. of Reps No of Calls AHT First Call Resolution 5 Day Resolution FCR % FDR% Jan-14 20 22,858 4.17 16,458 15,822 0.72 0.69 Feb-14 20 28,963 3.4 22,910 22,092 0.79 0.76 Mar-14 20 23,070 4.91 15,826 16,697 0.69 0.72 Apr-14 19 29,933 2.46 26,375 21,454 0.88 0.72 May-14 19 26,633 4.49 15,554 19,663 0.58 0.74 Jun-14 19 27,638 3.97 21,266 20,788 0.77 0.75 Jul-14 19 24,553 2.93 23,167 20,136 0.94 0.82 Aug-14 20 29,897 3.27 19,913 22,544 0.67 0.75 Sep-14 20 23,418 4.05 16,346 18,788 0.70 0.80 Oct-14 21 22,901 3.89 18,756 14,910 0.82 0.65 Nov-14 20 22,250 5.59 15,308 15,301 0.69 0.69 Dec-14 20 27,482 4.02 16,324 22,585 0.59 0.82 Jan-15 20 24,599 4.67 20,366 17,138 0.83 0.70 Feb-15 20 26,413 3.14 25,281 15,187 0.96 0.57 Mar-15 19 24,840 4.87 16,221 17,691 0.65 0.71 Apr-15 19 27,011 3.43 17,368 17,708 0.64 0.66 May-15 18 21,166 4.85 17,400 14,749 0.82 0.70 Jun-15 18 28,871 3.62 26,417 21,618 0.92 0.75 Jul-15 17 24,515 4.19 21,003 19,949 0.86 0.81 Aug-15 19 21,244 3.73 14,573 14,191 0.69 0.67 Sep-15 20 29,950 4.02 23,766 22,833 0.79 0.76 Oct-15 20 21,387 6.08 14,950 14,990 0.70 0.70 Nov-15 20 23,906 3.57 18,848 19,047 0.79 0.80 Dec-15 20 27,199 4.03 24,115 24,258 0.89 0.89