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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 ...
Indexing and classification methods to assist with information retrieval have a long history dating back to the earliest libraries and collections however systematic evaluation of their effectiveness began in earnest in the 1950s with the rapid expansion in research production across military, government and education and the introduction of computerised catalogues.
A continual improvement process, also often called a continuous improvement process (abbreviated as CIP or CI), is an ongoing effort to improve products, services, or processes. [1] These efforts can seek " incremental " improvement over time or "breakthrough" improvement all at once. [ 2 ]
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]
Performance indicators differ from business drivers and aims (or goals). A school might consider the failure rate of its students as a key performance indicator which might help the school understand its position in the educational community, whereas a business might consider the percentage of income from returning customers as a potential KPI.
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.
There are many different ways to measure the performance of a network, as each network is different in nature and design. Performance can also be modeled and simulated instead of measured; one example of this is using state transition diagrams to model queuing performance or to use a Network Simulator.
In software engineering and development, a software metric is a standard of measure of a degree to which a software system or process possesses some property. [1] [2] Even if a metric is not a measurement (metrics are functions, while measurements are the numbers obtained by the application of metrics), often the two terms are used as synonyms.
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