Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: increase productivity -> increase customer satisfaction; increase productivity -> decrease operating cost
Capability: ASR
Last Used:
Long FxMetric ID: A-CE-2a
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: Incident Resolution Time
Metric Special Name:
Metric Value Type: Distribution
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Minute
customer experience of promptness in resolving faults or other incidents that impact on an agreed provided service by comparing the aggregate time for resolving incidents with the total number of incidents that have been resolved. The measured duration extends from the point when the incident is reported to the point when the customer accepts that the incident has been satisfactorily dealt with, and normal service restored
Alt-Cat1: Customer Experience
Alt-Cat2: Assurance
Alt-Cat3: Time
Category: Business Metric
Measurand: occurrence.customer_incident
Metric Level:
Metric State: Active
Metric Topic:
Legacy Denominator FxMetric ID: 119
Legacy Denominator Name: Number of reported incidents resolved
Legacy Factor:
Legacy FxMetric ID: 56
Legacy Numerator FxMetric ID: 208
Legacy Numerator Name: Total elapsed time from customer incident reported until customer is informed of resolution
Legacy Prose Ratio: 208: Total elapsed time from customer incident reported until customer is informed of resolution / 119: Number of reported incidents resolved
Time for resolving incidents (customer contact through informing customer of resolution)/ total number of incidents resolved. See Assurance Meta Process
This was created from the Frameworx 16.5 Model