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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 ...
Customer data management (CDM) is the ways in which businesses keep track of their customer information and survey their customer base in order to obtain feedback. CDM includes a range of software or cloud computing applications designed to give large organizations rapid and efficient access to customer data .
A distributed trace is an interrelated series of discrete events (also called spans) that track the progression of a single user request. [3] A trace shows the causal and temporal relationships between the services that interoperate to fulfill a request. Instrumenting an application with traces means sending span information to a tracing backend.
Ultimately PSA software suites allow users to integrate industry-appropriate metrics in order to better understand operations and, in turn, improve efficiency and profitability. [3] As businesses grow, the size and complexity of their projects tend to increase as well. PSA software is used to provide visibility into mid-project profitability.
The second set of performance metrics measures the computational resources used by the application for the load, indicating whether there is adequate capacity to support the load, as well as possible locations of a performance bottleneck. Measurement of these quantities establishes an empirical performance baseline for the application.
Software analytics is the analytics specific to the domain of software systems taking into account source code, static and dynamic characteristics (e.g., software metrics) as well as related processes of their development and evolution.
A work order is usually a task or a job for a customer, that can be scheduled or assigned to someone. [1] Such an order may be from a customer request or created internally within the organization. Work orders may also be created as follow ups to inspections or audits. A work order may be for products or services.
Prometheus is a free software application used for event monitoring and alerting. [2] It records metrics in a time series database (allowing for high dimensionality) built using an HTTP pull model, with flexible queries and real-time alerting.
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