Measure # Seconds for All Customer Call Waiting Time

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver:

Capability: CRM

Last Used:

Long FxMetric ID:

Reporting Detail:

Accuracy:

FxMetric UUID:

Responsibility: BMS

Capture Period:

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

Metric Special Name:

Metric Value Type:

Preferred:

Metric Type: Direct

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Second

Aggregate time from customer request for support until CSR answers

Alt-Cat1:

Alt-Cat2:

Alt-Cat3:

Category: Measure

Measurand: occurrence.customer_call

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID:

Legacy Denominator Name:

Legacy Factor: INCL: Call center contacts (after IVR initial activities).; EXCL: All other channels: store, email, IVR

Legacy FxMetric ID: 137

Legacy Numerator FxMetric ID:

Legacy Numerator Name:

Legacy Prose Ratio:

Frameworx Metric: # Seconds for All Customer Call Waiting Time