Analyzing Outliers
Outliers are data points on either side of a Bar Chart
Outliers can be both benchmark Agents and/or opportunity Agents
Benchmark outliers are the top 25% and excelling at a secondary metric
Opportunity outliers are the bottom 25%
1
2
Quality Scores for September
120%
100%
80%
60%
40%
20%
0%
Agents
36
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