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Mean The mean (or average) of a series of numbers of length n is defined as the sum of the numbers in the series divided by n. In formula form this is shown as follows: \( AV = \frac{1}{n} \sum_{i=1}^{n} a_i = \frac{1}{n}(a_1+a_2+a_3+\cdots+a_n) \)
For example: if our series of numbers is 1 2 3 4 5, then the mean is equal to \( \frac{1}{5} \times (1+2+3+4+5) = \frac{1}{5} \times 15 = 3 \). The excel function for the mean is AVERAGE() |
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Metrics
Quantitative measures, commonly used for assessing, comparing, and tracking performance of a system. In contact center, a group of metrics is
often displayed in a dashboard for analysis and decision supporting. For
example, Handling time, Occupancy, Shrinkage, Longest Idle Agent, etc.
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