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-5
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: % Calls Abandoned
Metric Special Name: Abandonment Rate
Metric Value Type:
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Percent
customer experience of effectiveness in receiving service by assessing customer contacts abandoned while awaiting service relative to overall number of contacts
Alt-Cat1: Customer Experience
Alt-Cat2: Customer Management
Alt-Cat3: Availability
Category: Business Metric
Measurand: occurrence.customer_call
Metric Level:
Metric State: Active
Metric Topic:
Legacy Denominator FxMetric ID: 238
Legacy Denominator Name: Total number of inbound phone contacts
Legacy Factor:
Legacy FxMetric ID: 33
Legacy Numerator FxMetric ID: 164
Legacy Numerator Name: Number of calls abandoned while waiting to be served
Legacy Prose Ratio: 164: Number of calls abandoned while waiting to be served / 238: Total number of inbound phone contacts
Number of calls abandoned / total number of inbound phone contacts
This was created from the Frameworx 16.0 Model