Call centers today play an important role in managing? day-to-day business communications with customers.? It's important,? therefore, to monitor a comprehensive set of? metrics, which can help businesses understand the overall performance of a call center. One key metric for measuring overall call center performance is service level which is defined as the percentage of calls answered by a human agent within a specified number of seconds. A sample of 50 incoming calls to a financial services call center produced a? 95% confidence interval estimate 13.40???16.56 for the population mean? time, in? seconds, to answer incoming calls. The answer time is approximately normally distributed. Write a report that summarizes your conclusions.