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t1_jdqfpwp wrote

And then I get a ticket to tweak the metrics a bit! I’ve implemented rules at 2 call centers now that basically identify these kind of access patterns as “problematic”. The entire master call is removed from all metrics and placed in a bucket for someone to review manually, and I guarantee the 2nd part never happens lol

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t1_jdqi0uo wrote

Hahaha yes, identify and isolate outliers. Or report the metric with and without them. Or add a small footnote to the metric that outliers were removed and were only 0.1% of total call volume

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