Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: decrease waiting time -> increase customer satisfaction
Capability: CRM
Last Used:
Long FxMetric ID: CM-CE-2a
Reporting Detail:
Accuracy:
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: Mean Customer Call Waiting Time
Metric Special Name:
Metric Value Type:
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Second
customer experience of promptness in receiving service by assessing the mean customer call wait time. The measured duration extends from the point when the customer enters a request to the point where a response/ acknowledgement is provided
Alt-Cat1: Customer Experience
Alt-Cat2: Customer Management
Alt-Cat3: Time
Category: Business Metric
Measurand: occurrence.customer_call
Metric Level:
Metric State: Active
Metric Topic:
Legacy Denominator FxMetric ID: 230
Legacy Denominator Name: Total number of customer requests for the reporting period
Legacy Factor:
Legacy FxMetric ID: 28
Legacy Numerator FxMetric ID: 137
Legacy Numerator Name: Aggregate time from customer request for support until CSR answers
Legacy Prose Ratio: 137: Aggregate time from customer request for support until CSR answers / 230: Total number of customer requests for the reporting period
Aggregated customer wait time to be served for all customer requests / number of customer requests
This was created from the Frameworx 16.5 Model