In mathematics, an average of a set of numbers provides a glimpse of how likely a given value is to appear in the set. The weighted average formula assigns different levels of importance to different outcomes in the data set range in an effort to match th

On certain ACD systems the service level displayed on the wallboards could be misleading. For example – you have a service level target of 80% of calls answered in 20 seconds. A 100% service level figure on your ACD stats does not mean that 100% of call

The weighted average formula is used to calculate the average value of a particular set of numbers with different levels of relevance. The relevance of each number is called its weight. The weights should be represented as a percentage of the total releva