Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: increase productivity -> increase customer satisfaction; increase productivity -> decrease operating cost
Capability: CRM
Last Used:
Long FxMetric ID: CM-CE-2b
Reporting Detail:
Accuracy: 1
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: Mean Customer Request Closure Time
Metric Special Name:
Metric Value Type:
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Minute
customer experience of effectiveness by assessing mean customer duration in request fulfillment. The measured duration extends from the point when the customer makes a request to the point where the customer accepts that their request has been satisfactorily completed
Alt-Cat1: Customer Experience
Alt-Cat2: Customer Management
Alt-Cat3: Time
Category: Business Metric
Measurand: occurrence.customer_request
Metric Level:
Metric State: Active
Metric Topic:
1. Elapsed time relates to calendar days (rather than working days). 2. Change includes order modification or update of customer details.
Legacy Denominator FxMetric ID: 229
Legacy Denominator Name: Total number of customer requests
Legacy Factor:
Legacy FxMetric ID: 29
Legacy Numerator FxMetric ID: 138
Legacy Numerator Name: Aggregate time from customer request received until customer request completion.
Legacy Prose Ratio: 138: Aggregate time from customer request received until customer request completion. / 229: Total number of customer requests
Aggregate time from customer request received until customer request completion / Total number of customer requests
This was created from the Frameworx 16.5 Model