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Frameworx Metric: Average Hold Time

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: decrease waiting time -> increase customer satisfaction

Capability: CRM

Last Used:

Long FxMetric ID: CM-CE-2a

Reporting Detail:

Accuracy:

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: Mean Customer Call Waiting Time

Metric Special Name:

Metric Value Type:

Preferred: Low

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Second

customer experience of promptness in receiving service by assessing the mean customer call wait time. The measured duration extends from the point when the customer enters a request to the point where a response/ acknowledgement is provided

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Time

Category: Business Metric

Measurand: occurrence.customer_call

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID: 230

Legacy Denominator Name: Total number of customer requests for the reporting period

Legacy Factor:

Legacy FxMetric ID: 28

Legacy Numerator FxMetric ID: 137

Legacy Numerator Name: Aggregate time from customer request for support until CSR answers

Legacy Prose Ratio: 137: Aggregate time from customer request for support until CSR answers / 230: Total number of customer requests for the reporting period

Aggregated customer wait time to be served for all customer requests / number of customer requests

Business Metric Average Hold Time

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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 22:55