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MetricsQuantitative 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. | |
ModelUsed throughout the fellowship course as mathematical model, a description in mathematics terms of part of a system, that allows an analysis of certain aspects of that system. For example, a simulation model. | |