Gap analysis is a technique used to determine the steps required to move a business or project from its present form to a preferred sate or goal.
AKA split or group. Gate is an automatic call distributor (ACD) routing division that diverts incoming calls to a specific group of agents based on a number of criteria.
Grade of Service (GOS), is a key metric that measures the number of answered calls, and abandoned calls. Usually expressed as a percentage.
