The goal of the multilevel support model is to handle most support incidents at the lowest support level.
Multilevel models are a type of statistical techniques for analyzing quantitative data measured at two or more levels of analysis. In the basic two-level linear model. This model is also known as hierarchical models, mixed effect models, nested data models or random coefficient models.
Multilevel models are used for the relationship between dependent data and independent data when there is a correlation between observations.
Multilevel models enable us to identify heterogeneities between the groups and individuals and also, to which these individuals belong to. By doing so, it makes possible to specify random components in each analysis level.
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