In the movie The Matrix (1999), a character named Cypher whiles away the hours staring at a torrent of raw data scrolling vertically down an old-fashioned video screen. While others see an indecipherable waterfall of symbols, he sees a coherent pattern that makes up the artificial reality known as the Matrix. (He also eventually goes insane.)
There are days when contact center analysts, supervisors and managers must feel like they’re staring at the same indecipherable waterfall of data — “staring at the Metrix,” if you’ll forgive the pun. The many, various and complex systems that make up the modern contact center form a fount of data that never runs dry; they collect information on virtually every measurable aspect of a customer interaction, how it was handled, and by whom. Typically, the number of database records rises into the millions in short order.