Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

Frameworx Metric: # Minutes per Customer Incident Resolution, by Customer 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-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

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

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Metrics (numerator)

Frameworx Metrics (denominator)

Issues

Frameworx Domains


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