Hi everyone. I've been tasked with coming up with a way of explaining revised metrics for performance within our large call centre. One of the major changes is a shift away from averages, and toward percentiles - for instance, when measuring call times. While I'm sure it's a very basic topic for statisticians, it's surprisingly difficult to explain in a clear and concise way.
Has anyone got any creative and effective ideas for how I can explain the difference between averages and percentiles?
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