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Frameworx Metric: Average Handle Time

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: increase productivity -> increase customer satisfaction; increase productivity -> decrease operating cost

Capability: CRM

Last Used:

Long FxMetric ID: CM-CE-2b

Reporting Detail:

Accuracy: 1

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: Mean Customer Request Closure Time

Metric Special Name:

Metric Value Type:

Preferred: Low

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Minute

customer experience of effectiveness by assessing mean customer duration in request fulfillment. The measured duration extends from the point when the customer makes a request to the point where the customer accepts that their request has been satisfactorily completed

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Time

Category: Business Metric

Measurand: occurrence.customer_request

Metric Level:

Metric State: Active

Metric Topic:

1. Elapsed time relates to calendar days (rather than working days). 2. Change includes order modification or update of customer details.

Legacy Denominator FxMetric ID: 229

Legacy Denominator Name: Total number of customer requests

Legacy Factor:

Legacy FxMetric ID: 29

Legacy Numerator FxMetric ID: 138

Legacy Numerator Name: Aggregate time from customer request received until customer request completion.

Legacy Prose Ratio: 138: Aggregate time from customer request received until customer request completion. / 229: Total number of customer requests

Aggregate time from customer request received until customer request completion / Total number of customer requests

Business Metric Average Handle Time

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is a more detailed diagram for the

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