Glossary
Baseline
What is a baseline?
A baseline is a measurement of how a workflow performs before a change, such as its cycle time, quality, cost per task and people’s time, taken with the same measures you will use afterwards.
Also called: AI baseline, Process baseline
Why it matters
Without one, you can’t tell what AI changed. Once people rely on AI, it gets hard to find anyone still working the old way, so the baseline has to come first.
Example
Before an agent starts routing support tickets, a team pulls three months of volumes and timestamps from its ticketing system, times 40 tickets by hand, and scores a sample on its own routing check.