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-2c
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: % First Call Resolution
Metric Special Name:
Metric Value Type:
Preferred: High
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Percent
customer experience of effectiveness in first call resolution by assessing the percentage of customer problems that are resolved on the first call relative to the total number of customer contacts
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: 147
Legacy Denominator Name: All customer contacts or requests during period
Legacy Factor:
Legacy FxMetric ID: 30
Legacy Numerator FxMetric ID: 198
Legacy Numerator Name: The number of first calls that were handled to completion (as logged by the CSRs).
Legacy Prose Ratio: 198: The number of first calls that were handled to completion (as logged by the CSRs). / 147: All customer contacts or requests during period
Number of contacts that are closed on first contact / Total number of contacts (Customer calls to Call Center)
This was created from the Frameworx 16.0 Model