visdata

My son updated his blog prompting me to update mine. Currently, I'm trying to mine call center data for UHG. Many agents * many skills and many metrics like AHT or ASA and Transfers. What I have found is that each call center either uses CMS to monitor history but not real time performance and that their is not agreed upon set of standard metrics. Often the call centers think they are using similar metrics but digging into the reports that the centers use from CMS, I've found that there are differences in which fields are used to calculate measures.