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Frameworx Metric: # Minutes per Customer Incident Resolution, by Severity Type

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

Business Metric # Minutes per Customer Incident Resolution, by Severity Type

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is a more detailed diagram for the

Frameworx Metrics (numerator)

Frameworx Metrics (denominator)

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This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:53