Final answer:
The Outlier Report is the one that shows the percentage of tickets over 20 minutes, often utilizing percentile rankings and sample mean excess time to identify abnormalities in data such as customer wait times.
Step-by-step explanation:
The report that shows the percentage of tickets over 20 minutes is the Outlier Report. This type of report typically includes statistics on instances that fall outside of the normal or average range, such as excessive wait times for customer service tickets.
For example, when analyzing wait times, the report might indicate that the 95th percentile for the sample mean excess time is approximately 26.0 minutes based on a random sample of 80 customers, meaning that 95% of customers experienced a shorter wait time and only 5% experienced a longer wait time than 26 minutes.
This kind of analysis is aligned with the concept seen in statements like '82 percent of patients had a shorter wait time than you, and only 18 percent had a longer wait time,' which relates to percentile ranking commonly displayed in box plots, a visual tool for depicting groups of numerical data through their quartiles.