This is a summary of the different types of calls coming in to the call center along with the average duration for each type of call. Some examples of inbound call types include: billing queries for excess mobile usage, overages and roaming charges, request for service activations, requests for customer details updates, password resets, requests for technical support, queries on service availability in specific regions, etc.<br/>
Customer Management and Business Support Systems (BSS) Analytics
Details:
Description: team-specific category 1 (for BMS, this is the "BMS Domain")
category2
Customer Care and Call Center
Details:
Description: team-specific category 2 (for BMS, this is the "BMS Domain")
category3
General
Details:
Description: team-specific category 3 (for BMS, this is the "BMS Domain")
dtid
2147
Details:
Description: if Metric Type = Ratio, then this is the TID of the denominator
egid
4.2.1.13
Details:
Description: Enhanced Group ID; team-specific alphanumeric code; longer form ID, more human friendly than a number. If not provided, it can be created using formula GROUP-SEQUENTIAL#. For example, a team with code ABC would have the first un-numbered metrics being ABC-001.
entrydate
6/15/2015 12:00:00 AM
Details:
Description: date when metric was defined or added
gid
196
Details:
Description: Group ID, assigned by domain team responsible for metric (BMS, CEM, SLA, etc.); start with 1 and increment, but can be whatever team decides. Note this is different from tid, ntid, and dtid (TMForum IDs), since these can only be assigned by metrics team at maturity level 4
group
CF
Details:
Description: TMForum group/team that is responsible for the metric definition
maturity
2-Defined
Details:
Values: 1-Proposed,2-Defined,3-Validated,4-Normalized,5-Benchmarked Description: Maturity Level is an enumeration of maturity stages ranging from "One" to "Five", as per TM Forum Frameworx conventions. Maturity Level is typically associated to a Version Descriptor and Frameworx Business Metric selects the latest from the maturity history
metrictype
Ratio
Details:
Values: Ratio,Non-Ratio,Non-Calculated Description: specifies whether metric is a Ratio (a specific kind of formula), Non-Ratio (other kind of formula), or Non-Calculated (ie, given, with no calculation needed or provided)
ntid
2150
Details:
Description: if Metric Type = Ratio, then this is the TID of the numerator
tid
1181
Details:
Description: TMForum ID, assigned by central metrics team
txtformula
# Inbound Calls, By Call Type / # Inbound Calls
Details:
Description: text-form formula, showing ratio text, or other formula text as approrpirtae; will be blank for Non-Calculated
