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-2b
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: Mean Time To Resolve Customer Incidents
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 effectiveness in resolving faults or other incidents that impact on an agreed provided service by measuring the mean time for resolving incidents. The measured duration extends from customer contact through to informing the customer of resolution
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: 57
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 16.0 Model