Frameworx Metric: # Customer Contacts About Re-reported Customer Incidents

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver:

Capability: ASR

Last Used:

Long FxMetric ID:

Reporting Detail:

Accuracy:

FxMetric UUID:

Responsibility: BMS

Capture Period:

Legacy Name: Number of contacts regarding incident (service problem) that are defined as re-reports (based on reason codes)

Metric Special Name:

Metric Value Type:

Preferred:

Metric Type: Direct

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Number

Alt-Cat1:

Alt-Cat2:

Alt-Cat3:

Category: Measure

Measurand: occurrence.customer_contact

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID:

Legacy Denominator Name:

Legacy Factor: INCL: Service problems not dealt with following first report, service problems not solved in a satisfactory way; EXCL: Re-work not triggered by customer

Legacy FxMetric ID: 167

Legacy Numerator FxMetric ID:

Legacy Numerator Name:

Legacy Prose Ratio:

Measure # Customer Contacts About Re-reported Customer Incidents

Appears on these diagrams:

• % Customer Incidents Reported More than Once

Frameworx Metrics (numerator for)

• % Customer Incidents Reported More than Once

Issues

• Metrics 13.0 Modification

Frameworx Domains

• Customer Domain