Glossary

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A/B Testing

Method comparing two versions to determine better performance.

Performance & Optimization

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Agent Performance

Metrics measuring effectiveness and productivity of customer service representatives.

Customer Experience & Contact Center

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AHT (Average Handle Time)

Average duration of customer interactions including talk and follow-up time.

Customer Experience & Contact Center

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ADAS (Advanced Driver Assistance Systems)

Technologies assisting drivers and enhancing vehicle safety through automation.

Automotive Industry

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