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  2. First Call Resolution - Wikipedia

    en.wikipedia.org/wiki/First_Call_Resolution

    First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR ...

  3. Service-level agreement - Wikipedia

    en.wikipedia.org/wiki/Service-level_agreement

    A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:

  4. Service level - Wikipedia

    en.wikipedia.org/wiki/Service_level

    Service level measures the performance of a system, service or supply. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Examples of service level: Percentage of calls answered in a call center; Percentage of customers waiting less than a given fixed time

  5. Performance measurement - Wikipedia

    en.wikipedia.org/wiki/Performance_measurement

    Performance measurement is the process of collecting, analyzing and/or reporting information regarding the performance of an individual, group, organization, system or component. [dubious – discuss] [1] Definitions of performance measurement tend to be predicated upon an assumption about why the performance is being measured. [2]

  6. Grade of service - Wikipedia

    en.wikipedia.org/wiki/Grade_of_service

    "Grade of Service" sometimes means a measure of inbound call center traffic to verify adherence to conditions to measure the success of customers served. On the other hand, the quality of service which a single circuit is designed or conditioned to provide, e.g. voice grade or program grade is called the quality of service.

  7. Salesforce (CRM) Q4 2025 Earnings Call Transcript - AOL

    www.aol.com/salesforce-crm-q4-2025-earnings...

    Image source: The Motley Fool. Salesforce (NYSE: CRM) Q4 2025 Earnings Call Feb 26, 2025, 5:00 p.m. ET. Contents: Prepared Remarks. Questions and Answers. Call ...

  8. Precision and recall - Wikipedia

    en.wikipedia.org/wiki/Precision_and_recall

    In pattern recognition, information retrieval, object detection and classification (machine learning), precision and recall are performance metrics that apply to data retrieved from a collection, corpus or sample space. Precision (also called positive predictive value) is the fraction of relevant instances among the retrieved instances. Written ...

  9. EOG Resources (EOG) Q4 2024 Earnings Call Transcript - AOL

    www.aol.com/eog-resources-eog-q4-2024-224521961.html

    Image source: The Motley Fool. EOG Resources (NYSE: EOG) Q4 2024 Earnings Call Feb 28, 2025, 10:00 a.m. ET. Contents: Prepared Remarks. Questions and Answers. Call ...

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