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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 ...
A probability-based survey sample is created by constructing a list of the target population, called the sampling frame, a randomized process for selecting units from the sample frame, called a selection procedure, and a method of contacting selected units to enable them to complete the survey, called a data collection method or mode. [10]
A visual representation of the sampling process. In statistics, quality assurance, and survey methodology, sampling is the selection of a subset or a statistical sample (termed sample for short) of individuals from within a statistical population to estimate characteristics of the whole population.
"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.
The sample size is an important feature of any empirical study in which the goal is to make inferences about a population from a sample. In practice, the sample size used in a study is usually determined based on the cost, time, or convenience of collecting the data, and the need for it to offer sufficient statistical power .
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A sample and the associated data points. data point A typed measurement — it can be a Boolean value, a real number, a vector (in which case it is also called a data vector), etc. decision rule decision theory degrees of freedom density estimation dependence dependent variable descriptive statistics design of experiments deviation discrete ...
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