ACD (Automated Call Distribution): Telephony routing system that queues and directs incoming calls to available agents.
ASA (Average Speed of Answer): Average time callers wait in a queue before an agent answers.
CSAT (Customer Satisfaction Score): A metric measuring customer satisfaction with a service interaction, typically rated 1 to 5.
DAX (Data Analysis Expressions): A library of functions and operators used in Power Pivot, Power BI, and SSAS Tabular models.
ETL (Extract, Transform, Load): The data integration pipeline that extracts raw data from sources, cleans/transforms it, and loads it into an analytical model.
Fact Table: A central table in a dimensional schema containing quantitative measurements (metrics) and foreign keys.
Dimension Table: A table in a dimensional schema containing descriptive attributes providing context (who, what, where, when) to facts.
FCR (First Call Resolution): The percentage of customer inquiries resolved satisfactorily on the initial contact.
ListObject: The internal Excel object model name for a formal Excel Table.
M Language: The functional, case-sensitive programming language that powers Power Query transformations.
Preattentive Attribute: Visual features (color, size, shape, position) processed subconsciously by the human brain before conscious attention.
Star Schema: A dimensional data model where a central fact table connects directly to denormalized dimension tables.
Structured Reference: An intuitive formula syntax using table and column names ([@Column]) instead of cell coordinates.