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Frameworx Metric: % Customer Calls Abandoned

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

Business Metric % Customer Calls Abandoned

Appears on these diagrams:

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 22:54