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2. Performance indicator - Wikipedia

   en.wikipedia.org/wiki/Performance_indicator

   A performance indicator or key performance indicator (KPI) is a type of performance measurement. [1] KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in which it engages. [2] KPIs provide a focus for strategic and operational improvement, create an analytical ...

3. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   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.

4. Dashboard (computing) - Wikipedia

   en.wikipedia.org/wiki/Dashboard_(computing)

   Dashboard (computing) In computer information systems, a dashboard is a type of graphical user interface which often provides at-a-glance views of data relevant to a particular objective or process through a combination of visualizations and summary information. [1][2][3][4] In other usage, "dashboard" is another name for "progress report" or ...

5. Application performance management - Wikipedia

   en.wikipedia.org/wiki/Application_performance...

   Application performance management. In the fields of information technology and systems management, application performance management (APM) is the monitoring and management of the performance and availability of software applications. APM strives to detect and diagnose complex application performance problems to maintain an expected level of ...

6. Dropped-call rate - Wikipedia

   en.wikipedia.org/wiki/Dropped-call_rate

   The dropped-call rate is one of the key performance indicators (KPI) used by the network operators to assess the performance of their networks. It is assumed to have direct influence on the customer satisfaction with the service provided by the network and its operator. The dropped-call rate is usually included, together with other technical ...

7. 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: