You have data on the durations of calls to a call center. Generate a plan for how you would code and analyze these data. Explain a plausible scenario for what the distribution of these durations might look like. How could you test, even graphically, whether your expectations are borne out?

You have data on the durations of calls to a call center. Generate a plan for how you would code and analyze these data. Explain a plausible scenario for what the distribution of these durations might look like. How could you test, even graphically, whether your expectations are borne out?



1. Exploratory data analysis
-Histogram of durations
-histogram of durations per service type, per day of week, per hours of day (durations can be systematically longer from 10am to 1pm for instance), per employee...

2. Distribution: lognormal?

3. Test graphically with QQ plot: sample quantiles of log(durations)log⁡(durations) Vs normal quantiles

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