Understanding the informational flaws and metric myths is key to why we need to enhance our metric views. The module will cover central tendency and variability and their impact on a call center.

Metric Myths and Flaws

Metric Description Introduction

Informational flaws & metric myths

Metrics Descriptors

Metric Description Central Tendency

Metric Description of Variability Using Range

Metric Description of Variability using Standard Deviation

Terms: Central Tendency, Variability, & Coefficient of Variance

Standard Deviation Calculations and Equations Explained

Demonstration using Spreadsheet