Frameworx Metric: % Customer Contacts Received, by Channel Type

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver:

Capability: CRM

Last Used:

Long FxMetric ID: CM-CE-1

Reporting Detail:

Accuracy: 2

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: Distribution Of Contact Handling Across Channels

Metric Special Name:

Metric Value Type: Distribution

Preferred:

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Percent

customer preference in interaction channel by assessing the customer s channel distribution relative to total contacts

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Access

Category: Business Metric

Measurand: occurrence.customer_contact

Metric Level:

Metric State: Active

Metric Topic:

Self service includes web or E2E IVR treatment. Mail includes email and hard copy correspondence. Note that the summary of all details provided should summarize to about 100% (excluding the channels not covered)

Legacy Denominator FxMetric ID: 225

Legacy Denominator Name: Total number of contacts

Legacy Factor:

Legacy FxMetric ID: 27

Legacy Numerator FxMetric ID: 166

Legacy Numerator Name: Number of contacts by detail type

Legacy Prose Ratio: 166: Number of contacts by detail type / 225: Total number of contacts

Number of contacts by channel / total number of contacts

Business Metric % Customer Contacts Received, by Channel Type

Appears on these diagrams:

• % Customer Contacts Received, by Channel Type
• CM-CE

is a more detailed diagram for the

• % Customer Contacts Received, by Channel Type

Frameworx Metrics (numerator)

• # Customer Contacts, by Contact Type

Frameworx Metrics (denominator)

• # Customer Contacts

Issues

• Metrics 13.0 Modification

Frameworx Domains

• Customer Domain