Customer Interaction Management::Track and Manage Customer Interaction

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MODA / Business Process Framework / Process / Customer Domain / Customer Interaction Management / Track and Manage Customer Interaction

Project:
Track and Manage Customer Interaction : Public <<TMF_Process>> eTOM Process
Created: 6/28/2022 6:07:27 PM
Modified: 1/16/2025 11:26:34 AM
Project:
Advanced:
The purpose of this process is to ensure that Customer Interactions are managed and tracked efficiently across all interaction channels in order to meet the agreed SLA with the customer. Responsibilities of these process include but are not limited to:<br/>• Ensure interactions are completed and closed in a timely manner<br/>• Notify the customer when SLA or deadlines can not be met<br/>• Track customer responses when these are required<br/>• Measure KPIs in order to improve the Interactions efficiency.<br/>
  • Associations To
  • Tagged Values
  • Advanced
Element Source Role Target Role
«TMF_Vertical» Assurance
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
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«TMF_Process» Customer Interaction Management
eTOM Process «TMF_isComposedByProcess» 		Name:  
  		Name:  
 
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«TMF_Domain» Customer Domain
Domain «TMF_DomainAggregatesProcess» 		Name:  
  		Name:  
 
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«TMF_Vertical» Fulfillment
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
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«TMF_Vertical» Billing
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
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Tag Value
BriefDescription Ensure that Customer Interactions are managed and tracked efficiently.
Details:  
HierarchyLevel 3
Details:
Description: the level of this object in the hierarchy (1-x integer)
Issue Business Process Framework 13.0 Addition
Business Process Framework 15.0 Modification
Business Process Framework 15.5 Modification
Details:  
Maturity 4
Details:
Description: the maturity level of this element  (1-x integer)
Original Process Identifier 1.1.1.18.6
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Process Identifier 1.3.5.6
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TMFStatus Released
Details:
Values: Released,Preliminary,Draft,Not Fully Developed,likelyToChange,likelyToBeDeprecated
Description: the TM Forum status
UID 01720
Details:
Description: Unique Process ID
Property Value
isFinalSpecialization: 0