Question

1. Calculate relative frequencies for; Overall Type of Calls, Call Quality and Call Errors.
2. Calculate the following probabilities:
   • CLM Error and AM Shift
   • COV Error and PM Shift
   • SAV Error or AM Shift
   • Given that the call comes in the morning, what is the probability of a CLM Error
3. NARRATIVE: Based upon the probabilities in step 2, which error(s) should the company focus on for improvement? Should they direct their attention to a particular shift?
4. If a sample size of 15 is used and we assume calls are either correct we can model the call quality using a binomial distribution. Based upon the probability of an error (provided in the Quality Summary under Call Quality), predict the probability of:
   • Exactly 0 errors occurring in 15 calls
   • Less than 2 errors occurring in 15 calls
   • 5 or more errors occurring in 15 calls
5. Provide Descriptive Statistics for Call Time to include; Mean, Standard Deviation and the 5-number summary.
6. Using the Call Time Mean and Standard Deviation from the Quality Sample, find the probability of a call time less than 7 minutes, between 7 and 9 minutes, and greater than 9 minutes.
7. NARRATIVE: From past research the company knows that customers expect to have their calls handled without error and within approximately 7.5 minutes on the phone. Use the information from steps 4-6 to evaluate how well the company is meeting these expectations.

Overall Incoming Calls by Type	Frequency			Call Quality	Frequency		Call Errors	Frequency
Check coverage of policy	25625			Correct	850		Incorrect coverage quote  (COV)	54
Check status of claim	22654			Incorrect	150		Incorrect capture of claim  (CLM)	42
Update address	18723						Did not transfer to "Save a Policy" (SAV)	32
File a claim	13499						Incorrect claim status provided  (STAT)	22
Update information on claim	6200
Update Policy	5126
Cancel Policy	3842

Answer 1

CALL DATA SUMMARY IS NOT GIVEN :-

Here is the answer in below table and imagess:-