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OccupancyThe time that an agent is handling calls (talk time plus wrap-up) divided by the total time that the agent is available for handling calls. It can be calculated by; net workload / gross workload or net workload / net workforce. Not to be confused with utilization or productivity. | |
Offered LoadSee load. | |
OROperations Research, the science that uses mathematical models to improve business operations. Also known as Management Science, therefore sometimes called OR/MS. See also www.informs.org. | |
Order of OperationsWhen we speak about operations mathematically, it means things like add, subtract, multiply, divide, squaring, etc. Remember: If it isn't a number it is probably an operation.
7 + (6 × 52 + 3) ... what part should you calculate first? Start at the left and go to the right? Or go from right to left? Warning: Calculate them in the wrong order, and you will get a wrong answer ! So, long ago people agreed to follow rules when doing calculations, and they are:Do things in Parentheses First. Example:
source: mathisfun.com | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||