Ok,
Mathgeek time.
Aren't OU courses great!
The grand mean is the Average of a set of data samples.
Eg: Calls in 1/2hr slots from a series of queues, it isn't
the average of a set of averages rather treating the time
intervals from the individual queues as a single dataset.
This rather cleverly automatically weights the data.
As you've noted correct to 2DP.
Neat eh?
However YOC isn't something I've ever seem before and various web
searches are leading to nowt....
BE WARNED:
The following is the product of:
Clutching at straws * long shots.
Acronyms.com gives a definition for YOC as 'Your Opinion Counts'
None of the others there could even remotely match
Unless of course you're working for the Young Officers Corps of the Nigerian Army.
Is there any chance it's calls into a feedback survey
or something like that?
That would fit into the Grand / Weighted Mean area as they'd be looking
for a poportion of all calls to feed into a survey line
If not, and you do find out, PLEASE LET ME KNOW!!!!!!!!!!
Hope it helps a bit.
Regards
DaveA
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