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1. Calculate relative frequencies for; Overall Type of Calls, CallQuality 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 theprobability of a CLM Error
3. NARRATIVE: Based upon the probabilities in step 2, whicherror(s) should the company focus on for improvement? Should theydirect their attention to a particular shift?
4. If a sample size of 15 is used and we assume calls are eithercorrect we can model the call quality using a binomialdistribution. Based upon the probability of an error (provided inthe Quality Summary under Call Quality), predict the probabilityof:
   • 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 theQuality Sample, find the probability of a call time less than 7minutes, between 7 and 9 minutes, and greater than 9 minutes.
7. NARRATIVE: From past research the company knows that customersexpect to have their calls handled without error and withinapproximately 7.5 minutes on the phone. Use the information fromsteps 4-6 to evaluate how well the company is meeting theseexpectations.

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