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Business Metrics
Scorecard (BMS)
Addendum A: Business Metrics Specifications
GB935-A
TM Forum Approved Version 7.1
November 2013
IPR Mode: RAND
TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications
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Table of Contents
Notice 2
Table of Contents..........................................................................................................................................................4
1. Introduction.............................................................................................................................................................11
1.1. Document Overview......................................................................................................11
2. Description of Metrics, By Metric ID....................................................................................................................12
1. Profitability....................................................................................................................... 12
2. Average Revenue per User (ARPU)..................................................................................13
3. % Opex, of Capex............................................................................................................13
4. % Opex, of Revenue........................................................................................................14
5. % Revenue, by Bearer Service and Application Type.........................................................15
6. % Revenue, by Voice Services.........................................................................................16
7. % Revenue, by Data Services..........................................................................................16
8. % Customers Acquired.....................................................................................................17
9. % Customers Lost............................................................................................................18
10. % Revenue Unbilled.......................................................................................................19
11. $ Revenue Unbilled........................................................................................................20
12. % XDRs for Billing..........................................................................................................20
13. % Cost of Stranded and Unused Assets, of Revenue.......................................................21
14. % Settlement Reports Accepted......................................................................................22
15. % Revenue Overbilled....................................................................................................23
16. % Revenue Recovered...................................................................................................24
17. $ Revenue Recovered....................................................................................................24
18. % Revenue Recoverable................................................................................................25
19. $ Revenue Recoverable.................................................................................................26
20. # Days per Revenue Recovery Case...............................................................................27
21. % XDRs Successfully Recovered and Billed After Recycling.............................................28
22. % Revenue Recovered and Recoverable........................................................................28
23. % Data Records Validated..............................................................................................29
24. % Customers Reconciled...............................................................................................30
25. % Data Records Misaligned............................................................................................31
26. % Customers Misaligned................................................................................................32
27. % Customer Contacts Received, by Channel Type..........................................................32
28. Average Hold Time.........................................................................................................33
29. Average Handle Time.....................................................................................................34
30. First Call Resolution (FCR).............................................................................................35
31. # Customer Requests (x1000) per Customer...................................................................36
32. % Customer Requests Received, by Request Type.........................................................37
33. % Customer Calls Abandoned........................................................................................37
34. % Cost of Customer Management, of Revenue...............................................................38
35. % Cost of Customer Management, of Opex.....................................................................39
36. $ Cost of Customer Management per Customer Request.................................................40
37. # Hours per Order, from Ordering to Acceptance..............................................................41
38. # Hours per Installation Committed, Between Customer Required and Committed Dates...42
39. % Orders Delivered by Committed Date..........................................................................43
40. # Customer Contacts About Usability of Installed Service per Activation............................44
41. % Activations Failed.......................................................................................................44
42. % Orders Failed With 28 Days........................................................................................45
43. % Cost of Fulfillment, of New Revenue............................................................................46
44. % Cost of Sales, of Revenue..........................................................................................47
45. % Cost of Fulfillment, of Opex.........................................................................................48
46. % Revenue, by Channel Type.........................................................................................49
47. % Revenue, of Operating Cost, by Channel Type............................................................49
48. $ Cost of Fulfillment per Installation.................................................................................50
49. # Hours per Order, from Ordering to Activation.................................................................51
50. # Hours per Order, from Ordering to Activation, by Process Type......................................52
51. % Orders Requiring Rework, by Cause Type...................................................................53
52. # Hours per Fulfillment Issue...........................................................................................54
53. % Orders Requiring Rework...........................................................................................55
54. % Orders Pending Error Fix............................................................................................55
55. % Cost of Future Infrastructure Build, of Revenue............................................................56
56. # Minutes per Customer Incident Resolution, by Severity Type.........................................57
57. # Minutes per Customer Incident Resolution, by Customer Type.......................................58
58. % Problem Reports Resolved by Due Date.....................................................................59
59. % Customer Incidents Reported More than Once............................................................60
60. % Customers with SLA...................................................................................................61
61. % Problem Reports from Customers...............................................................................61
62. Service Availability..........................................................................................................62
63. # SLA Violations per SLA................................................................................................63
64. % Problem Reports Resolved Within SLA Time Requirements.........................................64
65. % Cost of Assurance, of Revenue...................................................................................65
66. % Cost of Assurance, of Opex........................................................................................65
67. % Cost of SLA Management, of Revenue........................................................................66
68. $ Cost of Assurance per Service Problem Resolved.........................................................67
69. # Minutes per Service Problem Resolution......................................................................68
70. # Hours per Service Problem Resolution, by Process Type..............................................69
71. % Problem Reports, by Cause Type................................................................................70
72. % Assurance Time for Repair..........................................................................................71
73. Mean Time Between Failures (MTBF).............................................................................71
74. # Problem Reports per NOC FTE....................................................................................72
75. % Bills Delivered, by Delivery Type..................................................................................73
76. % Customer Payments, by Payment Type.......................................................................74
77. % Bills Issued Electronically............................................................................................75
78. % Customer Payments Received Electronically...............................................................75
79. # Minutes per Customer Transaction...............................................................................76
80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch.......................................................77
81. % Value of Billing Charges from Previous Cycle...............................................................78
82. % Bills Inaccurate...........................................................................................................78
83. % Bills Adjusted..............................................................................................................79
84. # Customer Contacts About Billing per Bill.......................................................................80
85. % Bills Adjusted Internally...............................................................................................81
86. % Cost of Billing, of Revenue Billed.................................................................................81
87. % Bills Requiring Manual Intervention..............................................................................82
88. % Cost of Collections, of Revenue Billed.........................................................................83
89. $ Cost of Billing per Bill...................................................................................................84
90. # Days to Prepare Bills...................................................................................................85
91. Days Sales Outstanding (DSO).......................................................................................85
92. # Hours per Order, from Activation to Bill Dispatch............................................................86
93. # Hours per Order, from Bill Dispatch to Cash Received...................................................87
94. # Hours per Customer Payment, from Receipt to Posted in Billing....................................88
95. # Hours per Bill Processing Fault Resolution....................................................................89
96. % Cost of Billing Errors, of Revenue Billed.......................................................................90
97. # Days per Billing Error...................................................................................................90
98. % XDRs Falling into Suspense.......................................................................................91
99. % Collectable Debt Written Off, of Revenue Collected......................................................92
100. % Value of Bills Unpaid.................................................................................................93
101. # Times Billing Suspense Files Recycled per Month.......................................................93
102. % Pre-paid Customers Erroneously Identified as Post-paid............................................94
103. # Hours per Pricing Change..........................................................................................95
104. $ Revenue Overbilled...................................................................................................96
105. % Cost Recovered, of Revenue....................................................................................96
106. % Cost Detected and Not Recovered, of Revenue.........................................................97
107. Net Promoter Score, Relational (NPS-R).......................................................................98
108. Net Promoter Score, Transactional (NPS-T)..................................................................99
109. # Customer Payments, by Payment Type....................................................................100
110. # Customer Payments (2)...........................................................................................100
111. # Pre-paid Customers Erroneously Identified as Post-paid............................................100
112. # Problem Reports Closed, by Cause Type..................................................................101
113. # Problem Reports Closed (3).....................................................................................101
114. # Problem Reports Actually Closed in Compliance with SLA.........................................102
115. # Problem Reports Due to be Closed in Compliance with SLA......................................102
116. # Problem Reports from Customers.............................................................................102
117. # Problem Reports Resolved by Committed Date.........................................................103
118. # Problem Reports Resolved to Customer Satisfaction.................................................103
119. # Customer Incidents Resolved...................................................................................103
120. # Activations Completed by Committed Date................................................................104
121. # Service Problems Resolved (2)................................................................................104
122. # Service Problems Resolved.....................................................................................104
123. # SLA Violations......................................................................................................... 105
124. # Users...................................................................................................................... 105
125. # Times Billing Suspense Files Recycled per Month (2)................................................105
126. # Problem Reports Closed..........................................................................................106
127. # XDRs Falling into Suspense.....................................................................................106
128. # XDRs Recovered, Processed and Billed After Recycling............................................106
129. # Hours for All Orders, from Ordering to Activation, by Process Type.............................107
130. $ Revenue Overbilled (2)............................................................................................107
131. $ Revenue Recovered (2)...........................................................................................108
132. $ Revenue, by Channel Type......................................................................................108
133. $ Value of Account Receivables...................................................................................108
134. # Hours for All Fulfillment Issues Resolved...................................................................109
135. # Minutes for All Problem Reports to Service Restoration.............................................109
136. # Hours for All Orders, from Bill Dispatch to Cash Received..........................................109
137. # Seconds for All Customer Call Waiting Time..............................................................110
138. # Minutes for All Customer Request Handling...............................................................110
139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch..............................................111
140. # Hours for All Orders, from Ordering to Activation........................................................111
141. # Hours for All Customer Payments, from Receipt to Posted in Billing............................111
142. # Hours for All Orders, from Activation to Bill Dispatch...................................................112
143. # Minutes for All Customer Transactions to Information Posted.....................................112
144. # Hours for All Billing Processing Faults to Resolution...................................................113
145. $ Value of Bills............................................................................................................ 113
146. $ Value of Bills Unpaid................................................................................................113
147. # Customer Requests (3)............................................................................................114
148. $ Value of Billing Charges from Previous Billing Cycle...................................................114
149. # Days per Billing Error (2)..........................................................................................114
150. $ Value of Sales per Day.............................................................................................115
151. # Bills with Error.......................................................................................................... 115
152. # Activations Failed.....................................................................................................115
153. $ Cost of Fulfillment....................................................................................................116
154. $ Cost of Sales........................................................................................................... 116
155. $ Cost of Billing........................................................................................................... 117
156. $ Cost of Collections...................................................................................................117
157. $ Cost of Billing Errors.................................................................................................118
158. $ Revenue Recovered and Recoverable......................................................................118
159. # Orders Requiring Rework, from Ordering to Activation...............................................118
160. # XDRs for Billing........................................................................................................119
161. # Bills Issued, by Delivery Type....................................................................................119
162. # Bills Requiring Manual Intervention...........................................................................119
163. # Bills Produced (2)....................................................................................................120
164. # Customer Calls Abandoned......................................................................................120
165. # Orders Accepted by Customer..................................................................................121
166. # Customer Contacts, by Contact Type........................................................................121
167. # Customer Contacts About Re-reported Customer Incidents.......................................121
168. # Orders Failed Within 28 Days...................................................................................122
169. # Customer Contacts, by Request Type.......................................................................122
170. # Customer Contacts About Usability of Installed Service.............................................122
171. # Customer Requests (x1000).....................................................................................123
173. # Customers Included in Reconciliation.......................................................................124
174. # Customers with SLA................................................................................................124
175. # Installations............................................................................................................. 124
176. # XDRs from Network.................................................................................................125
177. # Orders Accepted by Customer (2).............................................................................125
178. $ Value of Future Infrastructure Build...........................................................................125
179. $ Capex..................................................................................................................... 126
180. $ Collectable Debt Written Off.....................................................................................126
181. # Customers Acquired................................................................................................126
182. # Customers Lost.......................................................................................................127
183. $ Operating Income....................................................................................................127
184. $ Revenue (6)............................................................................................................ 127
185. $ Revenue (3)............................................................................................................ 128
186. $ Opex....................................................................................................................... 128
187. $ Revenue (5)............................................................................................................ 129
188. $ Revenue, by Channel Type (2).................................................................................129
189. $ Revenue, by Data Services......................................................................................129
190. $ Revenue, by Voice Services.....................................................................................130
191. $ Revenue, by Bearer Service and Application Type.....................................................130
192. $ Cost of SLA Management........................................................................................130
193. $ Revenue................................................................................................................. 131
194. # Hours for All Installations Committed, Between Customer Required and Committed Dates
......................................................................................................................... 131
195. # Hours for All Pricing Changes, from Approval to Ready for Customer Sale..................132
196. # Months for All Revenue Recovery Cases..................................................................132
197. # Hours for All Orders, from Ordering to Acceptance.....................................................133
198. # Customer Requests Handled to Completion on First Call...........................................133
199. # Customers.............................................................................................................. 133
200. # Hours for All Service Problem Resolutions, by Process Type......................................134
201. $ Value of Current Billing Charges...............................................................................134
202. $ Revenue Billed........................................................................................................ 134
203. $ Cost of Assurance....................................................................................................135
204. $ Cost of Customer Management................................................................................135
205. $ Cost of Fulfillment (2)...............................................................................................135
206. $ Cost of Stranded and Unused Assets.......................................................................136
207. # Days from Bill Cycle Close to Bill Dispatch................................................................136
208. # Minutes for All Customer Incidents, from Reported to Resolved..................................137
209. # Hours for All Repair..................................................................................................137
210. $ Revenue for Services Newly Fulfilled........................................................................137
211. # Bills Issued.............................................................................................................. 138
212. # Customer Contacts About Billing...............................................................................138
213. # Customers (2)......................................................................................................... 138
214. # Bill Processing Faults Resolved................................................................................139
215. # Bills......................................................................................................................... 139
216. # Bills Issued (3)......................................................................................................... 139
217. # Bills Issued (2)......................................................................................................... 140
218. # Bills Paid Electronically............................................................................................140
219. # Bills Produced......................................................................................................... 140
220. # Bills Produced (3)....................................................................................................141
221. # Bills Requiring Adjustments Initiated by Customer.....................................................141
222. # Bills Requiring Adjustments Initiated Internally...........................................................141
223. # Bills Sent Electronically............................................................................................142
224. # Activations Completed..............................................................................................142
225. # Customer Contacts..................................................................................................142
226. # Orders (2)................................................................................................................ 143
227. # Customer Contacts (2).............................................................................................143
228. # Customer Payments................................................................................................143
229. # Customer Requests.................................................................................................144
231. # Customers (3)......................................................................................................... 145
232. # Customers at Start of Month.....................................................................................145
233. # Customers at Start of Month (2)................................................................................145
234. # Data Records.......................................................................................................... 146
235. # Fulfillment Issues.....................................................................................................146
236. # Orders with Errors....................................................................................................146
237. # Orders with Pending Error Fixes...............................................................................147
238. # Customer Calls Inbound...........................................................................................147
239. # Customer Incidents Closed......................................................................................147
240. # Installations Committed............................................................................................148
241. # Customers Misaligned.............................................................................................148
242. # Data Records Misaligned.........................................................................................148
243. # NOC FTEs Assigned to Problem Resolution.............................................................149
244. # Pricing Changes......................................................................................................149
245. # Problem Reports......................................................................................................149
246. # Problem Reports (2).................................................................................................150
247. # Problem Reports (3).................................................................................................150
248. # Cases of Recovered Revenue..................................................................................150
249. # Activations............................................................................................................... 151
250. # Activations (2).......................................................................................................... 151
251. # SLAs....................................................................................................................... 151
252. # Orders..................................................................................................................... 152
253. # Customers (4)......................................................................................................... 152
254. # Settlement Reports..................................................................................................152
255. # Customer Transactions............................................................................................153
256. # XDRs...................................................................................................................... 153
257. # XDRs (2)................................................................................................................. 153
258. $ Cost of Channel.......................................................................................................154
259. $ Revenue (2)............................................................................................................ 154
260. $ Revenue Collected..................................................................................................154
261. $ Revenue (4)............................................................................................................ 155
262. # Hours for All Repair and Maintenance.......................................................................155
263. # Minutes for All Contracted Service Uptime (2)............................................................155
264. $ Revenue Unbilled and Underbilled............................................................................156
265. $ Cost of Fulfillment (3)...............................................................................................156
266. # Data Records Validated...........................................................................................156
267. $ Revenue Leakage Discovered and Recoverable.......................................................157
268. $ Revenue Leakage Discovered and Recoverable (2)..................................................157
269. # Settlement Reports Verified and Accepted................................................................157
270. $ Cost Leakage Detected and Recovered....................................................................158
271. $ Cost Leakage Detected and Not Recovered.............................................................158
272. # Minutes for All Actual Service Uptime........................................................................159
273. # Minutes for All Contracted Service Uptime.................................................................159
274. # Minutes for All Service Outages................................................................................159
275. Revenue System Uptime............................................................................................160
276. Revenue System Size................................................................................................160
277. Mean Time to Repair (MTTR)......................................................................................160
278. # Problem Reports Closed (2).....................................................................................161
279. One ......................................................................................................................... 161
280. Net Promoter Score, Relational (NPS-R) (2)................................................................161
281. % Customers Who Are Promoters (Relational).............................................................162
282. % Customers Who Are Detractors (Relational).............................................................162
283. Net Promoter Score, Transactional (NPS-T) (2)............................................................162
284. % Customers Who Are Promoters (Transactional)........................................................163
285. % Customers Who Are Detractors (Transactional)........................................................163
3. Alternate Metric Listings.....................................................................................................................................165
3.1. Business Metrics, Sorted by Metric ID (Simple List).......................................................165
3.2. Business Metrics, Sorted by Metric Code......................................................................171
3.3. Business Metrics, Sorted by Metric Name.....................................................................174
3.4. Business Metrics, Sorted by XLS Name.......................................................................180
Appendix A: Administrative Information..............................................................................................................186
A.1. Version History............................................................................................................ 186
A.2.Release History........................................................................................................... 186
A.3. Document Family and Related Documents...................................................................187
1. Introduction
1.1. Document Overview

The GB935 document family describes the TM Forum output related to business metrics. The
document family consists of several documents, including a Concepts & Principles document,
an addendum A that lists out the business Metric Specifications, and an addendum B that
describes the process for contributing new business metrics.
The Business Metrics Specifications Addendum A lists the definitions of the 100+ business
metrics that are currently active with the BMS team. This includes key attributes like naming,
codes, categories, formula, description, units, etc. Additional information concerning each metric
and its corresponding benchmarking data is available by contacting the business benchmarking
team (benchmark@tmforum.org), and/or subscribing to its reports and services.
2. Description of Metrics, By Metric ID

The following lists all the BMS metrics and their constituent measures, by Metric ID, and all the key
attributes for that metric. Only non-blank attributes are listed. For a description of the metric attributes,
see the BMS metric model in section 2.6 of GB935 Concepts & Principles.
1. Profitability
ID: 1
Code: G-RM-1
Prose Name: Profitability
XLS Name: special.profitability
Category: Business Metric
Description: Service Offering profitability by quantifying operating income against
operating revenue (OBIDA)
Domain: Revenue & Margin
Process Focus: General
Topic: Ratio of Margin/Revenue
Metric Type: Ratio
Prose Ratio: $ Operating Income / $ Revenue (6)
XLS Ratio: operating_income / revenue.6
Numerator ID: 183
Num Prose Name: $ Operating Income
Num XLS Name: operating_income
Num Includes: (SO operating revenue - SO operating expenses); also defined as
(SO EBITA)
Num Excludes: Taxes, interest, income from other sources, depreciation, amortization
Num Units: Currency
Denominator ID: 184
Den Prose Name: $ Revenue (6)
Den XLS Name: revenue.6
Den Includes: Service revenue, CPE revenue or CPE revenue allocation
Den Excludes: Interest income, projected revenue, and intra group charges not
directly related to this SO, Handset revenue (mobile SO)
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: Profitability
2. Average Revenue per User (ARPU)

ID: 2
Code: G-RM-1b
Prose Name: Average Revenue per User (ARPU)
XLS Name: special.arpu
Description: Service Offering profitability by quantifying average revenue per user
(ARPU)
Comments: Currency needs to be adapted for IMF PPP
Topic: Ratio of Margin/Revenue
Metric Type: Ratio
Prose Ratio: $ Revenue (5) / # Users
XLS Ratio: revenue.5 / users
Numerator ID: 187
Num Prose Name: $ Revenue (5)
Num XLS Name: revenue.5
Num Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation
Num Excludes: Interest income, projected revenue, and intra group charges not
Num Units: Currency
Denominator ID: 124
Den Prose Name: # Users
Den XLS Name: users
Den Includes: Total number of current SO users at end of period
Den Units: Number
Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &
Government (2) (Optional)
Units: Currency (Adjusted for IMF PPP)
Preferred: High
Status: Active
Unused: No
Legacy Name: ARPU
3. % Opex, of Capex
ID: 3
Code: G-RM-2
Prose Name: % Opex, of Capex
XLS Name: pct.opex.of.capex
Description: Service Offering cost efficiency by assessing Service Offering OpEx

relative to CapEx
Topic: Ratio of OpEx/CapEx
Metric Type: Ratio
Prose Ratio: $ Opex / $ Capex
XLS Ratio: opex / capex
Numerator ID: 186
Num Prose Name: $ Opex
Num XLS Name: opex
Num Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +
Depreciation & Amortization
Num Units: Currency
Denominator ID: 179
Den Prose Name: $ Capex
Den XLS Name: capex
Den Includes: SO allocation of capital expenditures including capitalized interest.
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: OpEx/CapEx
4. % Opex, of Revenue
ID: 4
Code: G-RM-3
Prose Name: % Opex, of Revenue
XLS Name: pct.opex.of.revenue
Description: Service Offering cost effectiveness by assessing Service Offering
OpEx relative to operating revenue
Topic: Ratio of OpEx/Revenue
Metric Type: Ratio
Prose Ratio: $ Opex / $ Revenue (6)
XLS Ratio: opex / revenue.6
Numerator ID: 186
Num Prose Name: $ Opex
Num XLS Name: opex
Num Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: OpEx/Revenue
5. % Revenue, by Bearer Service and Application Type

ID: 5
Code: G-RM-4
Prose Name: % Revenue, by Bearer Service and Application Type
XLS Name: pct.revenue.by.service_or_app.type
Description: Service Offering revenue distribution between bearer service and
applications
Comments: Capture Period Note: Most Recent 4 quarters, where Qa is most
recent
Topic: Revenue Breakdown
Metric Type: Ratio
Prose Ratio: $ Revenue, by Bearer Service and Application Type / $ Revenue (2)
XLS Ratio: revenue.by.service_or_app.type / revenue.2
Numerator ID: 191
Num Prose Name: $ Revenue, by Bearer Service and Application Type
Num XLS Name: revenue.by.service_or_app.type
Num Includes: Total SO revenue across all categories as described in the modifying
details
Num Excludes: Handset revenue (mobile SO), CPE revenue
Num Units: Currency
Denominator ID: 259

Den Excludes: interest income, Handset revenue (mobile SO)
Den Units: Currency
Government (2); 2. By Service Component: Service Bearer e.g. Internet access service,
Applications e.g. email (2)
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: Revenue Breakdown Between Bearer Service and Applications
6. % Revenue, by Voice Services

ID: 6
Code: G-RM-4b
Prose Name: % Revenue, by Voice Services
XLS Name: pct.revenue.by.voice_services
Metric Type: Ratio
Prose Ratio: $ Revenue, by Voice Services / $ Revenue (6)
XLS Ratio: revenue.by.voice_services / revenue.6
Numerator ID: 190
Num Prose Name: $ Revenue, by Voice Services
Num XLS Name: revenue.by.voice_services
Num Includes: Revenue for voice specific services, including analog and VOIP
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % SO Revenue From Voice Services
7. % Revenue, by Data Services

ID: 7
Code: G-RM-4c
Prose Name: % Revenue, by Data Services
XLS Name: pct.revenue.by.data_services
Metric Type: Ratio
Prose Ratio: $ Revenue, by Data Services / $ Revenue (6)
XLS Ratio: revenue.by.data_services / revenue.6
Numerator ID: 189
Num Prose Name: $ Revenue, by Data Services
Num XLS Name: revenue.by.data_services
Num Includes: Revenue for data specific services, e.g. broadband
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % SO Revenue From Data Services
8. % Customers Acquired
ID: 8
Code: G-RM-5a
Prose Name: % Customers Acquired
XLS Name: pct.customers.acquired
Description: Service Offering revenue efficiency by assessing the number of new
customers acquired against total number of customers for a Service Offering
Comments: net churn = customers lost - customers acquired
Topic: Customer Constancy

Metric Type: Ratio
Prose Ratio: # Customers Acquired / # Customers at Start of Month
XLS Ratio: customers.acquired / customers.start_of_month
Numerator ID: 181
Num Prose Name: # Customers Acquired
Num XLS Name: customers.acquired
Num Includes: SO New customers within the month in question
Num Excludes: SO existing customers who have signed for new services within SO
Num Units: Number
Denominator ID: 232
Den Prose Name: # Customers at Start of Month
Den XLS Name: customers.start_of_month
Den Excludes: Customers lost in the month in question
Den Units: Number
Dimensions: 1. By Payment Timing: Prepay, Postpay (2) ; 2. By Customer
Segment: Consumer & SME, Large Enterprise & Government (2) (optional)
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: Customers Acquired
9. % Customers Lost
ID: 9
Code: G-RM-5b
Prose Name: % Customers Lost
XLS Name: pct.customers.lost
Alternate Name: Churn Rate
Description: Service Offering revenue efficiency by assessing the number of
Service Offering customers lost against total number of customers for that Service Offering
Comments: gross churn = (default) churn = customers lost
Topic: Customer Constancy
Alternate Name): Churn Rate
Metric Type: Ratio
Prose Ratio: # Customers Lost / # Customers at Start of Month
XLS Ratio: customers.lost / customers.start_of_month
Numerator ID: 182
Num Prose Name: # Customers Lost
Num XLS Name: customers.lost

Num Includes: SO Lost customers within the month in question
Num Excludes: Existing customers who have reduced their services for this SO
Num Units: Number
Denominator ID: 232
Den Prose Name: # Customers at Start of Month
Den XLS Name: customers.start_of_month
Den Excludes: Customers lost in the month in question
Den Units: Number
Dimensions: 1. By Payment Timing: Prepay, Postpay (2); 2. By Customer
Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Customers Lost
10. % Revenue Unbilled

ID: 10
Code: G-RM-RA-RLb
Prose Name: % Revenue Unbilled
XLS Name: pct.revenue.unbilled
Description: Service Offering revenue efficiency by assessing the unbilled/under-
billed revenue relative to the total Service Offering revenue
Comments: When collecting in Business Benchmarking Main Study, remember to
use the total services revenue for this metric . Do not use the Service Offering revenue unless
you will also provide the unbilled information on a Service Offering basis.
Topic: Revenue Assurance - Revenue Leakage
Alternate ID: RA-RLb
Metric Type: Ratio
Prose Ratio: $ Revenue Unbilled and Underbilled / $ Revenue
XLS Ratio: revenue.unbilled_and_underbilled / revenue
Numerator ID: 264
Num Prose Name: $ Revenue Unbilled and Underbilled
Num XLS Name: revenue.unbilled_and_underbilled
Num Includes: The detected revenue that is entirely or partly not billed to the
customer or to 3rd parties
Num Units: Currency
Denominator ID: 193
Den Prose Name: $ Revenue

Den XLS Name: revenue
Den Includes: Services revenue
directly related to this SP, Handset revenue (mobile SP)
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Revenue That Could Not Be Billed
11. $ Revenue Unbilled

ID: 11
Code: G-RM-RA-RLc
Prose Name: $ Revenue Unbilled
XLS Name: revenue.unbilled
Comments: Currency needs to be adapted for IMF PPP, Similar to RA-RLb but in
a monetary value instead of Ratio. If for internal use only, adjustment by IMF PPP not
required.
Alternate ID: RA-RLc
Metric Type: Ratio over 1
Prose Ratio: $ Revenue Unbilled and Underbilled / One
XLS Ratio: revenue.unbilled_and_underbilled / special.one
Numerator ID: 264
Num Prose Name: $ Revenue Unbilled and Underbilled
Num XLS Name: revenue.unbilled_and_underbilled
Num Includes: The detected revenue that is entirely or partly not billed to the
Num Units: Currency
Denominator ID: 279
Den Prose Name: One
Den XLS Name: special.one
Den Units: Number
Units: Currency
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Amount of Revenue That Could Not Be Billed
12. % XDRs for Billing

ID: 12
Code: G-RM-RA-RLe
Prose Name: % XDRs for Billing
XLS Name: pct.xdrs.billing
Comments: In the denominator, semi-duplicate records (e.g., multiple records for
the same event, for example from different network elements, should be counted as one
record
Alternate ID: RA-RLe
Metric Type: Ratio
Prose Ratio: # XDRs for Billing / # XDRs from Network
XLS Ratio: xdrs.billing / xdrs.network
Numerator ID: 160
Num Prose Name: # XDRs for Billing
Num XLS Name: xdrs.billing
Num Includes: All xDRs received in Billing during the period
Num Excludes: Any not falling in above criteria (late arriving/dropped)
Num Units: Number
Denominator ID: 176
Den Prose Name: # XDRs from Network
Den XLS Name: xdrs.network
Den Includes: All xDRs captured by Network Element during the period
Den Excludes: Any not falling in above criteria (late arriving/dropped)
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: Yes
Legacy Name: % Billing xDRs
13. % Cost of Stranded and Unused Assets, of Revenue

ID: 13
Code: G-RM-RA-RLg
Prose Name: % Cost of Stranded and Unused Assets, of Revenue
XLS Name: pct.cost.stranded_assets.of.revenue

Description: Service Offering revenue efficiency by assessing the quarterly Total
cost of stranded and unused assets
Comments: Assets are part of CapEx
Alternate ID: RA-RLg
Metric Type: Ratio
Prose Ratio: $ Cost of Stranded and Unused Assets / $ Revenue (6)
XLS Ratio: cost.stranded_and_unused_assets / revenue.6
Numerator ID: 206
Num Prose Name: $ Cost of Stranded and Unused Assets
Num XLS Name: cost.stranded_and_unused_assets
Num Includes: Sum of cost of all stranded and unused assets in the period
Num Excludes: Assets not related to individual subscribers such as shared network
assets. Only includes assets that are specific to individual subscribers (individuals or
enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes,
unused HLR/SDP records
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Dimensions: By Payment Timing: Prepay, Postpay (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Cost Of Stranded Assets
14. % Settlement Reports Accepted

ID: 14
Code: G-RM-RA-RLh
Prose Name: % Settlement Reports Accepted
XLS Name: pct.settlement_reports.accepted
Description: Service Offering revenue efficiency by assessing the quarterly verified

and accepted 3rd party settlement reports relative to the total settlement reports
Alternate ID: RA-RLh
Metric Type: Ratio
Prose Ratio: # Settlement Reports Verified and Accepted / # Settlement Reports
XLS Ratio: settlement_reports.accepted / settlement_reports
Numerator ID: 269
Num Prose Name: # Settlement Reports Verified and Accepted
Num XLS Name: settlement_reports.accepted
Num Includes: SP Settlement Reports on which no dispute is outstanding
Num Excludes: Any reports under dispute or not accepted
Num Units: Number
Denominator ID: 254
Den Prose Name: # Settlement Reports
Den XLS Name: settlement_reports
Den Includes: All SP Settlement Reports irrespective of status during the period in
question
Den Units: Number
Dimensions: 1. By Payment Timing: Prepay, Postpay (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: Yes
Legacy Name: % Settlement Reports Accepted
15. % Revenue Overbilled

ID: 15
Code: G-RM-RA-RLj
Prose Name: % Revenue Overbilled
XLS Name: pct.revenue.overbilled
use the total services revenue for this metric . Do not use the Service Offering revenue unless
you will also provide the unbilled information on a Service Offering basis.
Alternate ID: RA-RLj
Metric Type: Ratio
Prose Ratio: $ Revenue Overbilled (2) / $ Revenue

XLS Ratio: revenue.overbilled.2 / revenue
Numerator ID: 130
Num Prose Name: $ Revenue Overbilled (2)
Num XLS Name: revenue.overbilled.2
Num Includes: The detected revenue that is overbilled to the customer or to 3rd
parties
Num Units: Currency
Denominator ID: 193
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Revenue That Was Overbilled
16. % Revenue Recovered

ID: 16
Code: G-RM-RA-PEa
Prose Name: % Revenue Recovered
XLS Name: pct.revenue.recovered
Description: revenue assurance control efficiency by assessing the recovered
value relative to the total operating revenue
use the total services revenue for this metric . Do not use the Service offering revenue unless
you will also provide the unbilled information on a service offering basis. Revenue from
customers and from 3rd parties are considered. This KPI measures not the efficiency of RA
department of the company but the efficiency of RA process in the company.
Topic: Revenue Assurance - Control Efficiency
Alternate ID: RA-PEa
Metric Type: Ratio
Prose Ratio: $ Revenue Recovered (2) / $ Revenue
XLS Ratio: revenue.leakage.recovered.2 / revenue
Numerator ID: 131
Num Prose Name: $ Revenue Recovered (2)

Num XLS Name: revenue.leakage.recovered.2
Num Includes: Leakage that is recovered
Num Excludes: Not a leakage or not recovered
Num Units: Currency
Denominator ID: 193
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % Recovered Revenue Value
17. $ Revenue Recovered

ID: 17
Code: G-RM-RA-PEb
Prose Name: $ Revenue Recovered
XLS Name: revenue.leakage.recovered
Comments: Currency needs to be adapted for IMF PPP, If for internal use only,
adjustment by IMF PPP not required. Similar to RA-PEa but in a monetary value instead of
Ratio. This KPI measures not the efficiency of RA department of the company but the
efficiency of RA process in the company.
Alternate ID: RA-PEb
Prose Ratio: $ Revenue Recovered (2) / One
XLS Ratio: revenue.leakage.recovered.2 / special.one
Numerator ID: 131
Num Prose Name: $ Revenue Recovered (2)
Num XLS Name: revenue.leakage.recovered.2
Num Includes: Leakage that is recovered
Num Excludes: Not a leakage or not recovered
Num Units: Currency
Denominator ID: 279
Den Prose Name: One

Den Units: Number
Units: Currency
Preferred: High
Status: Active
Unused: Yes
Legacy Name: Recovered Revenue Value
18. % Revenue Recoverable

ID: 18
Code: G-RM-RA-PEc
Prose Name: % Revenue Recoverable
XLS Name: pct.revenue.recoverable
Description: revenue assurance control efficiency by assessing the value that is
discovered and recoverable relative to the total operating revenue
Comments: Revenue from customers and from 3rd parties are considered. This
KPI measures not the efficiency of RA department of the company but the efficiency of RA
process in the company.
Alternate ID: RA-PEc
Metric Type: Ratio
Prose Ratio: $ Revenue Leakage Discovered and Recoverable (2) / $ Revenue (4)
XLS Ratio: revenue.leakage.discovered_and_recovered.2 / revenue.4
Numerator ID: 268
Num Prose Name: $ Revenue Leakage Discovered and Recoverable (2)
Num XLS Name: revenue.leakage.discovered_and_recovered.2
Num Includes: Leakage that is recoverable
Num Excludes: Not a leakage or not recoverable or already recovered
Num Units: Currency
Denominator ID: 261
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % Recoverable Revenue Value
19. $ Revenue Recoverable

ID: 19
Code: G-RM-RA-PEd
Prose Name: $ Revenue Recoverable
XLS Name: revenue.leakage.recoverable
Comments: If for internal use only, adjustment by IMF PPP not required. Similar to
RA-PEc but in a monetary value instead of Ratio. This KPI measures not the efficiency of RA
department of the company but the efficiency of RA process in the company.
Alternate ID: RA-PEd
Prose Ratio: $ Revenue Leakage Discovered and Recoverable / One
XLS Ratio: revenue.leakage.discovered_and_recovered / special.one
Numerator ID: 267
Num Prose Name: $ Revenue Leakage Discovered and Recoverable
Num XLS Name: revenue.leakage.discovered_and_recovered
Num Includes: Leakege that is recoverable
Num Excludes: Not a leakage or not recoverable or already recovered in previous
period
Num Units: Currency
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Units: Currency
Preferred: High
Status: Active
Unused: Yes
Legacy Name: Value Discovered and Recoverable
20. # Days per Revenue Recovery Case

ID: 20
Code: G-RM-RA-PEe
Prose Name: # Days per Revenue Recovery Case
XLS Name: days.per.revenue_recovery_case
Comments: It is better to consider collection time instead of billing time for

recovery period calculation, however this is not practical for most operators. This KPI
measures not the efficiency of RA department of the company but the efficiency of RA
process in the company.
Alternate ID: RA-PEe
Metric Type: Ratio
Prose Ratio: # Months for All Revenue Recovery Cases / # Cases of Recovered
Revenue
XLS Ratio: months.all.revenue_recovery_cases / cases.recovered_revenue
Numerator ID: 196
Num Prose Name: # Months for All Revenue Recovery Cases
Num XLS Name: months.all.revenue_recovery_cases
Num Includes: Sum of recovery periods (from leakage discovered time to billed to
customer or 3rd party) of all recovered cases
Num Excludes: Excludes all revenue leakage cases still unrecovered.
Num Units: Month
Denominator ID: 248
Den Prose Name: # Cases of Recovered Revenue
Den XLS Name: cases.recovered_revenue
Den Includes: All recovered revenue cases in the period
Den Excludes: Excludes all revenue leakage cases still unrecovered.
Den Units: Number
Units: Day
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time For Recovery Of Revenue Leakage
21. % XDRs Successfully Recovered and Billed After Recycling

ID: 21
Code: G-RM-RA-PEf
Prose Name: % XDRs Successfully Recovered and Billed After Recycling
XLS Name: pct.xdrs.recovered_and_billed
Description: revenue assurance revenue leakage by assessing the number of
xDRs successfully recovered and billed after recycling relative to the total number of xDRs
Comments: A period can include several billing cycles. Note that the denominator
refers to all xDRs, not just suspended xDRs.

Alternate ID: RA-PEf
Metric Type: Ratio
Prose Ratio: # XDRs Recovered, Processed and Billed After Recycling / # XDRs
XLS Ratio: xdrs.recovered_and_billed / xdrs
Numerator ID: 128
Num Prose Name: # XDRs Recovered, Processed and Billed After Recycling
Num XLS Name: xdrs.recovered_and_billed
Num Includes: recovered xDRs which were billed to end customer during the period
Num Excludes: Any xDRs not falling in above criteria
Num Units: Number
Denominator ID: 256
Den Prose Name: # XDRs
Den XLS Name: xdrs
Den Includes: Total number of xDRs during the period
Den Excludes: Any xDRs not falling in above criteria
Den Units: Number
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % xDRs Successfully Recovered and Billed After Recycling (per Total
xDRs)
22. % Revenue Recovered and Recoverable

ID: 22
Code: G-RM-RA-PEg
Prose Name: % Revenue Recovered and Recoverable
XLS Name: pct.revenue.recovered_and_recoverable
Description: revenue assurance control efficiency by assessing the value that is
recovered, discovered and recoverable relative to the total operating revenue
Comments: This KPI is only about customer revenues but not about 3rd party
revenue. It excludes revenue leakages associated with third parties (e.g., interconnect
partners, roaming partners, etc.). This KPI measures not the efficiency of RA department of
the company but the efficiency of RA process in the company.
Alternate ID: RA-PEg
Metric Type: Ratio
Prose Ratio: $ Revenue Recovered and Recoverable / $ Revenue
XLS Ratio: revenue.leakage.recovered_and_recoverable / revenue

Numerator ID: 158
Num Prose Name: $ Revenue Recovered and Recoverable
Num XLS Name: revenue.leakage.recovered_and_recoverable
Num Includes: The revenue that is billed or could be billed to the customer due to
Leakages discovery
Num Excludes: Amount Billed due to regular operational processes
Num Units: Currency
Denominator ID: 193
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % Recovered and Recoverable Revenue
23. % Data Records Validated

ID: 23
Code: G-RM-RA-DQa
Prose Name: % Data Records Validated
XLS Name: pct.data_records.validated
Description: revenue assurance data quality by assessing the number of validated
data records relative to the total number of data records
Comments: This metric gives the percentage of data validated and forms a basis
for all the other KPIs. If the organization has a data warehouse then the number of records
added to the data warehouse in the measurement period will be a good estimation for the
denominator. As the Numerator, any such data that went through an effective validation
process.
Topic: Revenue Assurance - Data Quality
Alternate ID: RA-DQa
Metric Type: Ratio
Prose Ratio: # Data Records Validated / # Data Records
XLS Ratio: data_records.validated / data_records
Numerator ID: 266
Num Prose Name: # Data Records Validated
Num XLS Name: data_records.validated

Num Includes: Number of records that have been validated from all the systems
Num Units: Number
Denominator ID: 234
Den Prose Name: # Data Records
Den XLS Name: data_records
Den Includes: Total number of data records from all systems
Den Excludes: Internal or special data, as required
Den Units: Number
Units: Percent
Preferred: High
Status: Active
Unused: No
Legacy Name: % Data Validated
24. % Customers Reconciled

ID: 24
Code: G-RM-RA-DQb
Prose Name: % Customers Reconciled
XLS Name: pct.customers.reconciled
Description: revenue assurance data quality by assessing the number of
customers reconciled relative to the total number of customers
Alternate ID: RA-DQb
Metric Type: Ratio
Prose Ratio: # Customers Included in Reconciliation / # Customers (2)
XLS Ratio: customers.included_in_reconciliation / customers.2
Numerator ID: 173
Num Prose Name: # Customers Included in Reconciliation
Num XLS Name: customers.included_in_reconciliation
Num Includes: Customers who are included to reconciliation between Billing, CRM,
HLR and Provisioning IN
Num Excludes: Other platforms than the ones specified above
Num Units: Number
Denominator ID: 213
Den Prose Name: # Customers (2)
Den XLS Name: customers.2
Den Includes: Whole customer base
Den Excludes: Internal customers
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % Customers Reconciled
25. % Data Records Misaligned

ID: 25
Code: G-RM-RA-DQc
Prose Name: % Data Records Misaligned
XLS Name: pct.data_records.misaligned
Comments: This metrics gives the % of misaligned data identified during the
validation process from all the data considered for validation (see RA-DQa).
Alternate ID: RA-DQc
Metric Type: Ratio
Prose Ratio: # Data Records Misaligned / # Data Records
XLS Ratio: data_records.misaligned / data_records
Numerator ID: 242
Num Prose Name: # Data Records Misaligned
Num XLS Name: data_records.misaligned
Num Includes: Collective volume of data in terms of records from multiple systems,
which are misaligned
Num Excludes: Aligned data records
Num Units: Number
Denominator ID: 234
Den Prose Name: # Data Records
Den XLS Name: data_records
Den Includes: Total number of data records from all systems
Den Excludes: Internal or special data, as required
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Misaligned Records
26. % Customers Misaligned

ID: 26
Code: G-RM-RA-DQd
Prose Name: % Customers Misaligned
XLS Name: pct.customers.misaligned
Comments: This KPI considers customers that were included to reconciliation
process (see RA-DQb) and found to be misaligned. This metrics gives an insight into the
integration efficiency between various systems (BSS and Network).
Alternate ID: RA-DQd
Metric Type: Ratio
Prose Ratio: # Customers Misaligned / # Customers (4)
XLS Ratio: customers.misaligned / customers.4
Numerator ID: 241
Num Prose Name: # Customers Misaligned
Num XLS Name: customers.misaligned
Num Includes: Customers who are not in sync between billing, CRM, HLR and IN
Num Excludes: Other platforms than the ones specified above
Num Units: Number
Denominator ID: 253
Den Includes: Whole customer base. A customer with multiple accounts is counted
as a single customer.
Den Excludes: Internal or special customers, as required
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Misaligned Customers
27. % Customer Contacts Received, by Channel Type

ID: 27
Code: CM-CE-1
Prose Name: % Customer Contacts Received, by Channel Type
XLS Name: pct.customer_contacts.by.channel.type
Description: customer preference in interaction channel by assessing the

customer s channel distribution relative to total contacts
Comments: Self service includes web or E2E IVR treatment. Mail includes email
and hard copy correspondence. Note that the summary of all details provided should
summarize to about 100% (excluding the channels not covered)
Domain: Customer Experience
Process Focus: Customer Management
Topic: Access
Metric Type: Ratio
Prose Ratio: # Customer Contacts, by Contact Type / # Customer Contacts
XLS Ratio: customer_contacts.by.contact.type / customer_contacts
Numerator ID: 166
Num Prose Name: # Customer Contacts, by Contact Type
Num XLS Name: customer_contacts.by.contact.type
Num Includes: All contact types: inquiries, complaints, change requests
Num Excludes: Outbound contacts
Num Units: Number
Denominator ID: 225
Den Prose Name: # Customer Contacts
Den XLS Name: customer_contacts
Den Includes: All contact types: inquiries, complaints, change requests
Den Units: Number
Dimensions: 1. By Channel: direct (store front, acct mngr), reseller/distributor,
phone, self service (4); 2. By Contact Category: Fulfillment, Assurance, Billing, General (4)
(Optional)
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Distribution Of Contact Handling Across Channels
28. Average Hold Time

ID: 28
Code: CM-CE-2a
Prose Name: Average Hold Time
XLS Name: special.average_hold_time
Description: customer experience of promptness in receiving service by assessing
the mean customer call wait time. The measured duration extends from the point when the
customer enters a request to the point where a response/ acknowledgement is provided
Topic: Time
Metric Type: Ratio

Prose Ratio: # Seconds for All Customer Call Waiting Time / # Customer Requests
(2)
XLS Ratio: seconds.all.customer_call.waiting_time / customer_requests.2
Numerator ID: 137
Num Prose Name: # Seconds for All Customer Call Waiting Time
Num XLS Name: seconds.all.customer_call.waiting_time
Num Includes: Call center contacts (after IVR initial activities).
Num Excludes: All other channels: store, email, IVR
Num Units: Second
Denominator ID: 230
Den Prose Name: # Customer Requests (2)
Den XLS Name: customer_requests.2
Den Includes: Calls into the call centers, including outsourced call centers of the
operators.
Den Excludes: Calls that are dropped while they are in the queue waiting to be
answered. Customer requests that come in via other channels (e.g. store, email, IVR)
Den Units: Number
Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4)
(Optional); 2. By Customer Segment: Consumer & SME vs. Large Corporate & Government
(2) (Optional)
Units: Second
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Customer Call Waiting Time
29. Average Handle Time

ID: 29
Code: CM-CE-2b
Prose Name: Average Handle Time
XLS Name: special.average_handle_time
Description: customer experience of effectiveness by assessing mean customer
duration in request fulfillment. The measured duration extends from the point when the
customer makes a request to the point where the customer accepts that their request has
been satisfactorily completed
Comments: 1. Elapsed time relates to calendar days (rather than working days).
2. Change includes order modification or update of customer details.
Topic: Time
Metric Type: Ratio
Prose Ratio: # Minutes for All Customer Request Handling / # Customer Requests
XLS Ratio: minutes.all.customer_request.handling / customer_requests

Numerator ID: 138
Num Prose Name: # Minutes for All Customer Request Handling
Num XLS Name: minutes.all.customer_request.handling
Num Includes: Total elapsed calendar time.
Num Units: Minute
Denominator ID: 229
Den Prose Name: # Customer Requests
Den XLS Name: customer_requests
Den Includes: All customer requests closed in period
Den Excludes: Open customer requests
Den Units: Number
Dimensions: 1. By Contact Type: complaint, inquiry, change (3); 2. By Request
Category: Fulfillment. Assurance, Billing, General (4) (Optional)
Units: Minute
Decimal Places: 1
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Customer Request Closure Time
30. First Call Resolution (FCR)

ID: 30
Code: CM-CE-2c
Prose Name: First Call Resolution (FCR)
XLS Name: special.fcr
Description: customer experience of effectiveness in first call resolution by
assessing the percentage of customer problems that are resolved on the first call relative to
the total number of customer contacts
Topic: Time
Metric Type: Ratio
Prose Ratio: # Customer Requests Handled to Completion on First Call / #
Customer Requests (3)
XLS Ratio: customer_requests.handled_to_completion_on_first_call /
customer_requests.3
Numerator ID: 198
Num Prose Name: # Customer Requests Handled to Completion on First Call
Num XLS Name: customer_requests.handled_to_completion_on_first_call
Num Units: Number
Denominator ID: 147

Den Units: Number
Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4)
(optional)
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % First Call Resolution
31. # Customer Requests (x1000) per Customer

ID: 31
Code: CM-CE-3a
Prose Name: # Customer Requests (x1000) per Customer
XLS Name: customer_requests.x.1000.per.customer
Description: customer experience of effectiveness by assessing the number of
customer requests relative to the total number of customers
Comments: A customer could have multiple access lines or services. Note:
Answer table will multiple by 1000. You should provide the number of Requests.
Topic: Usability
Metric Type: Ratio
Prose Ratio: # Customer Requests (x1000) / # Customers (3)
XLS Ratio: customer_requests.x.1000 / customers.3
Numerator ID: 171
Num Prose Name: # Customer Requests (x1000)
Num XLS Name: customer_requests.x.1000
Num Includes: Inbound contacts (such as phone, email, and web contacts). Billing
includes all billing and payment inquiries. Inquiries about call plans should be included in the
General category
Num Excludes: Outbound and store front contacts
Num Units: Number
Denominator ID: 231
Den Includes: All customers using this SO
Den Units: Number
Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4);
2. By Contact Type: complaint vs. inquiry (2) (optional)
Units: Number
Decimal Places: 1
Preferred: Low
Status: Active
Unused: No
Legacy Name: Volume Of Customer Requests
32. % Customer Requests Received, by Request Type

ID: 32
Code: CM-CE-3b
Prose Name: % Customer Requests Received, by Request Type
XLS Name: pct.customer_requests.by.request.type
Description: customer experience of effectiveness by assessing the distribution of
topic requests (complaint, inquiry and change) relative to the total number of requests
Topic: Usability
Metric Type: Ratio
Prose Ratio: # Customer Contacts, by Request Type / # Customer Contacts (2)
XLS Ratio: customer_contacts.by.request.type / customer_contacts.2
Numerator ID: 169
Num Prose Name: # Customer Contacts, by Request Type
Num XLS Name: customer_contacts.by.request.type
Num Includes: Inbound contacts (such as phone, email, and web contacts). Billing
General category
Num Excludes: Outbound and store front contacts
Num Units: Number
Denominator ID: 227
Den Prose Name: # Customer Contacts (2)
Den XLS Name: customer_contacts.2
Den Includes: Inbound contacts (such as phone, email, and web contacts). Billing
General category
Den Excludes: Outbound and store front contacts
Den Units: Number
Dimensions: 1. By Request Category: Fulfillment. Assurance, Billing, General (4);
2. By Contact Type: complaint vs. inquiry (2) (Optional)
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: Distribution Of Customer Requests
33. % Customer Calls Abandoned

ID: 33
Code: CM-CE-5
Prose Name: % Customer Calls Abandoned
XLS Name: pct.customer_calls.abandoned
Alternate Name: Abandonment Rate
Description: customer experience of effectiveness in receiving service by
assessing customer contacts abandoned while awaiting service relative to overall number of
contacts
Topic: Availability
Alternate Name): Abandonment Rate
Metric Type: Ratio
Prose Ratio: # Customer Calls Abandoned / # Customer Calls Inbound
XLS Ratio: customer_calls.abandoned / customer_calls.inbound
Numerator ID: 164
Num Prose Name: # Customer Calls Abandoned
Num XLS Name: customer_calls.abandoned
Num Includes: All calls abandoned proir to CSR problem resolution
Num Excludes: Non-call center contacts
Num Units: Number
Denominator ID: 238
Den Prose Name: # Customer Calls Inbound
Den XLS Name: customer_calls.inbound
Den Includes: All inbound call center contacts
Den Excludes: Outbound call center contacts and non-call center contacts
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Calls Abandoned
34. % Cost of Customer Management, of Revenue
ID: 34
Code: CM-OE-1a
Prose Name: % Cost of Customer Management, of Revenue
XLS Name: pct.cost.customer_management.of.revenue
Description: revenue efficiency of customer management by assessing the cost of
Service Offering customer management relative to Service Offering Operating Revenue
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Customer Management / $ Revenue (5)
XLS Ratio: cost.customer_management / revenue.5
Numerator ID: 204
Num Prose Name: $ Cost of Customer Management
Num XLS Name: cost.customer_management
Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other
Allocated (Building, Power, IT,...); c) The cost of maintaining the systems used by this process
area, but not the cost of developing the systems; d) Annual product license or support
charges
Num Excludes: a) G&A expense; b) SO Fulfillment cost; c) Assurance cost; d) Billing
costs; e) Depreciation expense
Num Units: Currency
Denominator ID: 187
Den Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Cost Of Customer Management Process
35. % Cost of Customer Management, of Opex

ID: 35
Code: CM-OE-1b
Prose Name: % Cost of Customer Management, of Opex
XLS Name: pct.cost.customer_management.of.opex

Description: cost efficiency of customer management by assessing the cost of
Service Offering customer management relative to Service Offering operating cost
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Customer Management / $ Opex
XLS Ratio: cost.customer_management / opex
Numerator ID: 204
charges
Num Units: Currency
Denominator ID: 186
Den Prose Name: $ Opex
Den XLS Name: opex
Den Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Customer Management Process Cost As % OpEx
36. $ Cost of Customer Management per Customer Request

ID: 36
Code: CM-OE-1f
Prose Name: $ Cost of Customer Management per Customer Request
XLS Name: cost.customer_management.per.customer_request
Description: cost effectiveness of customer management by assessing the
customer management cost per service offering unit. The metric is calculated from the total
cost of Service Offering customer management as a function of the number of customer
transactions of a Service Offering

Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Customer Management / # Customer Requests (4)
XLS Ratio: cost.customer_management / customer_requests.4
Numerator ID: 204
charges
Num Units: Currency
Denominator ID: 172
Den Includes: Number of SO customer transactions handled in the Customer
Management Process including: a) resolved inquiries and number of Orders taken; b)
number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets
dispatched by IV
Den Units: Number
Government (2) ; 2. By Contact Category: Fulfillment, Assurance, Billing, General (4)
(Optional)
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Unit Cost Of Customer Management
37. # Hours per Order, from Ordering to Acceptance

ID: 37
Code: F-CE-2a
Prose Name: # Hours per Order, from Ordering to Acceptance
XLS Name: hours.per.order.from.ordering.to.acceptance
Description: customer experience of promptness in fulfilling an order by comparing
the aggregate time from order placement to customer acceptance to the total number of
accepted customer orders. The measured duration extends from the point when the
customer places a confirmed order to the point where the customer accepts that their order
has been satisfactorily filled
Comments: See the Counting Rules tab for more information on how Order
Acceptance is counted to ensure consistency among participants
Process Focus: Fulfillment
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Orders, from Ordering to Acceptance / # Orders
Accepted by Customer
XLS Ratio: hours.all.orders.fromm.ordering.to.acceptance / orders.accepted
Numerator ID: 197
Num Prose Name: # Hours for All Orders, from Ordering to Acceptance
Num XLS Name: hours.all.orders.fromm.ordering.to.acceptance
Num Includes: Orders completed and accepted by customer in the reporting month.
Num Excludes: Presales feasibility assessments, delays due to customer.
Num Units: Hour
Denominator ID: 165
Den Prose Name: # Orders Accepted by Customer
Den XLS Name: orders.accepted
Den Includes: Activation or Delivery processes started in a prior reporting period
Den Excludes: Activation or Delivery processes started during this reporting period
but not accepted by the customer
Den Units: Number
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Duration To Fulfill Service Order
38. # Hours per Installation Committed, Between Customer Required and

Committed Dates
ID: 38
Code: F-CE-2b
Prose Name: # Hours per Installation Committed, Between Customer Required and
Committed Dates
XLS Name: hours.per.installation.committed.between.crd.and.ccd
Description: customer experience of promptness in fulfilling an order by assessing

the measured gap/duration between the Customer Required Date (CRD) and the Customer
Committed Date (CCD)
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Installations Committed, Between Customer Required
and Committed Dates / # Installations Committed
XLS Ratio: hours.all.installations.committed.between.crd.and.ccd /
installations.committed
Numerator ID: 194
Num Prose Name: # Hours for All Installations Committed, Between Customer Required
and Committed Dates
Num XLS Name: hours.all.installations.committed.between.crd.and.ccd
Num Includes: Total calendar time difference between CRD and CCD when CCD is
later than CRD for all installation commitments in period. In case the CCD is earlier than CRD
the calendar time difference is defined to be 0. When no customer specified CRD, the
calendar time difference is defined to be 0.
Num Units: Hour
Denominator ID: 240
Den Prose Name: # Installations Committed
Den XLS Name: installations.committed
Den Includes: All installation commitments in period
Den Units: Number
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Time Difference Between Customer Requested Delivery Date
and Planned Date
39. % Orders Delivered by Committed Date

ID: 39
Code: F-CE-2c
Prose Name: % Orders Delivered by Committed Date
XLS Name: pct.orders.delivered_by_committed_date
Description: customer experience of effectiveness in fulfilling an order by
assessing the number of service deliveries or activations by the committed date (CCD)
relative to overall service deliveries or activations

Topic: Time
Metric Type: Ratio
Prose Ratio: # Activations Completed by Committed Date / # Activations (2)
XLS Ratio: activations.completed_by_committed_date / activations.2
Numerator ID: 120
Num Prose Name: # Activations Completed by Committed Date
Num XLS Name: activations.completed_by_committed_date
Num Includes: Number of service deliveries or activations fulfilled including new
service activations, new subscribers connected
Num Units: Number
Denominator ID: 250
Den Prose Name: # Activations (2)
Den XLS Name: activations.2
Den Includes: Service activations that completed in this reporting period
Den Excludes: Service activations that fail to complete this reporting period
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % Orders Delivered By Committed Date
40. # Customer Contacts About Usability of Installed Service per Activation

ID: 40
Code: F-CE-3
Prose Name: # Customer Contacts About Usability of Installed Service per
Activation
XLS Name: customer_contacts.usability_of_installed_service.per.activation
Description: customer experience of usability in fulfilling an order by assessing the
number of customer usability inquiries relative to overall number of installations
Topic: Usability
Metric Type: Ratio
Prose Ratio: # Customer Contacts About Usability of Installed Service / #
Activations
XLS Ratio: customer_contacts.usability_of_installed_service / activations
Numerator ID: 170
Num Prose Name: # Customer Contacts About Usability of Installed Service
Num XLS Name: customer_contacts.usability_of_installed_service

Num Includes: All customer raised usability related questions. (Note: not bounded by
a time period).
Num Excludes: Questions not related to service usage; such as pricing
Num Units: Number
Denominator ID: 249
Den Prose Name: # Activations
Den XLS Name: activations
Den Includes: Total number of service activations or deliveries accepted during
period
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Service Usability Queries
41. % Activations Failed

ID: 41
Code: F-CE-4
Prose Name: % Activations Failed
XLS Name: pct.activations.failed
Description: customer experience of effectiveness in fulfilling an order by
assessing the number of installations that fail due to technical issues relative to overall
number of installations
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Activations Failed / # Activations Completed
XLS Ratio: activations.failed / activations.completed
Numerator ID: 152
Num Prose Name: # Activations Failed
Num XLS Name: activations.failed
Num Includes: Completed service activations or deliveries that do not work properly
& service activations or deliveries which can not be delivered due to technical issues.
Num Excludes: Installation problems that were worked around
Num Units: Number
Denominator ID: 224
Den Prose Name: # Activations Completed

Den XLS Name: activations.completed
Den Includes: Successful & failed
Den Units: Number
Government (2) (Optional); 2. By Service Component: Service Bearer e.g. Internet access
service, Applications e.g. email (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Of Service Activation Failures
42. % Orders Failed With 28 Days

ID: 42
Code: F-CE-4b
Prose Name: % Orders Failed With 28 Days
XLS Name: pct.orders.failed.28days
Comments: Restricted to the incident reports and activations for the service
offering addressed in this study. For example if the service offering is residential Broadband,
IPTV, VoIP, etc would be excluded.
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Orders Failed Within 28 Days / # Orders Accepted by Customer (2)
XLS Ratio: orders.fail_within_28_days / orders.accepted.2
Numerator ID: 168
Num Prose Name: # Orders Failed Within 28 Days
Num XLS Name: orders.fail_within_28_days
Num Includes: All service failures including disruption of parts of the service
Num Excludes: Service failures resulting from customer actions
Num Units: Number
Denominator ID: 177
Den Prose Name: # Orders Accepted by Customer (2)
Den XLS Name: orders.accepted.2
Den Units: Number

Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Early Life Failure
43. % Cost of Fulfillment, of New Revenue

ID: 43
Code: F-OE-1a
Prose Name: % Cost of Fulfillment, of New Revenue
XLS Name: pct.cost.fulfillment.per.revenue.new
Description: cost effectiveness of fulfilling an order by assessing the mean cost of
fulfillment per installation relative to mean revenue generated
Domain: Operational Efficiency
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Fulfillment (3) / $ Revenue for Services Newly Fulfilled
XLS Ratio: cost.fulfillment.3 / revenue.new
Numerator ID: 265
Num Prose Name: $ Cost of Fulfillment (3)
Num XLS Name: cost.fulfillment.3
area, but not the cost of developing the systems; d) Annual product license or support charge
Num Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer
Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of
customer orders; e.g. network elements provided for capacity planning reasons.
Num Units: Currency
Denominator ID: 210
Den Prose Name: $ Revenue for Services Newly Fulfilled
Den XLS Name: revenue.new
Den Includes: All new SO revenue after discounts, CPE revenue allocation
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Cost Of Fulfillment Process
44. % Cost of Sales, of Revenue

ID: 44
Code: F-OE-1b
Prose Name: % Cost of Sales, of Revenue
XLS Name: pct.cost.sales.of.revenue
Description: cost effectiveness of selling an order by assessing the mean cost of
selling per installation relative to mean revenue generated
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Sales / $ Revenue for Services Newly Fulfilled
XLS Ratio: cost.sales / revenue.new
Numerator ID: 154
Num Prose Name: $ Cost of Sales
Num XLS Name: cost.sales
Num Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated
(Building, Power, IT,...) + Additional Costs (Advertising, ) (This includes the cost of
maintaining the systems used by this process area, but not the cost of developing the
systems. Annual product license or support charges would be included.) /Number of SO
orders. Separated by Detail above
Num Units: Currency
Denominator ID: 210
Den Prose Name: $ Revenue for Services Newly Fulfilled
Den XLS Name: revenue.new
Den Includes: All new SO revenue after discounts, CPE revenue allocation
Den Units: Currency
Dimensions: 1. By Channel: Direct, reseller, web, call center (4)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Cost Of Selling By Channel
45. % Cost of Fulfillment, of Opex

ID: 45
Code: F-OE-1c
Prose Name: % Cost of Fulfillment, of Opex
XLS Name: pct.cost.fulfillment.of.opex
Description: cost effectiveness of fulfilling an order by assessing the total cost of
fulfillment relative to overall OpEx
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Fulfillment (2) / $ Opex
XLS Ratio: cost.fulfillment.2 / opex
Numerator ID: 205
Num Prose Name: $ Cost of Fulfillment (2)
Num XLS Name: cost.fulfillment.2
charges
Num Excludes: SO Assurance costs, SO Customer Management costs
Num Units: Currency
Denominator ID: 186
Den XLS Name: opex
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Fulfillment Process Cost As % OpEx
46. % Revenue, by Channel Type

ID: 46
Code: F-OE-1d
Prose Name: % Revenue, by Channel Type
XLS Name: pct.revenue.by.channel.type

Description: revenue distribution across channels by comparing Service Offering
Revenue by channel type against total Service Offering Revenue
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Revenue, by Channel Type / $ Revenue (6)
XLS Ratio: revenue.by.channel.type / revenue.6
Numerator ID: 132
Num Prose Name: $ Revenue, by Channel Type
Num XLS Name: revenue.by.channel.type
Num Includes: SO Revenue contribution by channel type. Separated by Detail above
Num Excludes: Non order related revenue, such as interest
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Dimensions: 1. By Channel: Direct, reseller, web, call center (4); 2. By Customer
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: Revenue By Channel
47. % Revenue, of Operating Cost, by Channel Type

ID: 47
Code: F-OE-1e
Prose Name: % Revenue, of Operating Cost, by Channel Type
XLS Name: pct.revenue.of.operating_cost.by.channel.type
Description: effectiveness of Service Offering channels by comparing Service
Offering Revenue by channel type against total Service Offering channel cost
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Revenue, by Channel Type (2) / $ Cost of Channel
XLS Ratio: revenue.by.channel.type.2 / cost.channel

Numerator ID: 188
Num Prose Name: $ Revenue, by Channel Type (2)
Num XLS Name: revenue.by.channel.type.2
Num Includes: SO Revenue contribution by channel type, CPE revenue allocation.
Separated by Detail above
Num Excludes: Non order related revenue, such as interest, Handset revenue (mobile
SO)
Num Units: Currency
Denominator ID: 258
Den Prose Name: $ Cost of Channel
Den XLS Name: cost.channel
Den Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated
(Building, Power, IT,...) + Additional Costs (Advertising, ) + Channel discounts
Den Units: Currency
Dimensions: 1. By Channel: Direct, reseller, web, call center (4); 2. By Customer
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: Contribution By Channel
48. $ Cost of Fulfillment per Installation

ID: 48
Code: F-OE-1f
Prose Name: $ Cost of Fulfillment per Installation
XLS Name: cost.fulfillment.per.installation
Description: cost efficiency of fulfilling an order by assessing the cost of the
fulfillment process from order to activation relative to the number of installations
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Fulfillment / # Installations
XLS Ratio: cost.fulfillment / installations
Numerator ID: 153
Num Prose Name: $ Cost of Fulfillment
Num XLS Name: cost.fulfillment
Num Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer
Num Units: Currency
Denominator ID: 175
Den Prose Name: # Installations
Den XLS Name: installations
Den Includes: Number of installations (customer accepted) at different end points.
One order may have multiple installations.
Den Excludes: Unfulfilled orders due to cancellation etc.
Den Units: Number
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Unit Cost Of Fulfillment
49. # Hours per Order, from Ordering to Activation

ID: 49
Code: F-OE-2a
Prose Name: # Hours per Order, from Ordering to Activation
XLS Name: hours.per.order.from.ordering.to.activation
Description: effectiveness of the fulfillment process by measuring the mean time
from order to activation for the core fulfillment process.. The measured duration extends from
the point when the customer places a confirmed order to the point where the customer
accepts that their order has been satisfactorily filled
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Orders, from Ordering to Activation / # Orders
Accepted by Customer
XLS Ratio: hours.all.orders.from.ordering.to.activation / orders.accepted
Numerator ID: 140
Num Prose Name: # Hours for All Orders, from Ordering to Activation
Num XLS Name: hours.all.orders.from.ordering.to.activation
Num Includes: Aggregate elapsed time from order to service activation or service
delivery by total process (Meta Process Blocks 2-5)
Num Excludes: Meta Process Block 1, process suspension per customer request,
Time in Assurance or Customer Management processes
Num Units: Hour
Denominator ID: 165
Den Units: Number
Dimensions: 1. By Customer Density: rural, (urban & suburban) (2) (Optional)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time Order To Activation
50. # Hours per Order, from Ordering to Activation, by Process Type

ID: 50
Code: F-OE-2b
Prose Name: # Hours per Order, from Ordering to Activation, by Process Type
XLS Name: hours.per.order.from.ordering.to.activation.by.process.type
Description: time effectiveness of the fulfillment process by assessing the time
from order to activation (Fulfillment Meta Process Blocks 2-5). The measured duration
extends from the point when the customer places a confirmed order to the point where the
customer accepts that their order has been satisfactorily filled, separated by stage of
processing involved
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Orders, from Ordering to Activation, by Process Type /
# Orders Accepted by Customer
XLS Ratio: hours.all.orders.from.ordering.to.activation.by.process.type /
orders.accepted
Numerator ID: 129
Num Prose Name: # Hours for All Orders, from Ordering to Activation, by Process Type
Num XLS Name: hours.all.orders.from.ordering.to.activation.by.process.type
Num Includes: (Aggregate process time for Fulfillment Meta Process Block for this
SO / Total number of Orders ) Separated by Detail above
Num Excludes: Fulfillment Meta Process Block 1, process suspension per customer
request, Time in Assurance or Customer Management processes
Num Units: Hour

Denominator ID: 165
Den Units: Number
Dimensions: 1. By Fulfillment Meta Process Block: Order Handling, Service
Configuration, Resource Provisioning, Service Activation (4); 2. By Customer Segment:
Consumer & SME, Large Enterprise & Government (2) (Optional)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Order To Activation Time By Major Process
51. % Orders Requiring Rework, by Cause Type

ID: 51
Code: F-OE-3a
Prose Name: % Orders Requiring Rework, by Cause Type
XLS Name: pct.orders.requiring_rework.by.cause.type
Description: operational effectiveness of the fulfillment process, and opportunities
for savings, waste elimination, etc., by assessing the number of Service Offering orders
requiring rework relative to the total number of Service Offering orders
Topic: Defects, Waste, Rework
Metric Type: Ratio
Prose Ratio: # Orders Requiring Rework, from Ordering to Activation / # Orders
XLS Ratio: orders.requiring_rework.from.ordering.to.activation / orders
Numerator ID: 159
Num Prose Name: # Orders Requiring Rework, from Ordering to Activation
Num XLS Name: orders.requiring_rework.from.ordering.to.activation
Num Includes: Total number of SO orders - number of SO orders successfully
closed on initial completion, applies for each defect type during process flow from Order to
Activation
Num Excludes: rework in sales
Num Units: Number
Denominator ID: 252
Den Prose Name: # Orders
Den XLS Name: orders

Den Includes: Orders identified for rework in the current reporting period, including
those created in a prior reporting period
Den Units: Number
Dimensions: 1. By Defect Type: Customer caused, technology caused, workforce
caused, data mismatch problems for internal systems, other (5)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Orders Requiring Rework By Cause Type
52. # Hours per Fulfillment Issue

ID: 52
Code: F-OE-3b
Prose Name: # Hours per Fulfillment Issue
XLS Name: hours.per.fulfillment_issue
Description: operational effectiveness of the fulfillment process, and opportunities
for savings, waste elimination, etc. by assessing the mean time to handle defects or rework
within the fulfillment process by aggregating the elapsed time to handle defects or rework
relative to the total number of defects or rework in the Fulfillment process from Order to
Activation
Metric Type: Ratio
Prose Ratio: # Hours for All Fulfillment Issues Resolved / # Fulfillment Issues
XLS Ratio: hours.all.fulfillment_issues.resolved / fulfillment_issues
Numerator ID: 134
Num Prose Name: # Hours for All Fulfillment Issues Resolved
Num XLS Name: hours.all.fulfillment_issues.resolved
Num Excludes: Meta Process Block 1, Time in Assurance or Customer Management
processes
Num Units: Hour
Denominator ID: 235
Den Prose Name: # Fulfillment Issues
Den XLS Name: fulfillment_issues
Den Units: Number
Dimensions: 1. By Defect Type: Customer caused, technology caused, workforce
caused, data mismatch problems for internal systems, other (5); 2. By Customer Segment:
Consumer & SME, Large Enterprise & Government (2) (Optional)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time To Handle Defects Or Rework From Order To Customer
Acceptance
53. % Orders Requiring Rework

ID: 53
Code: F-OE-3c
Prose Name: % Orders Requiring Rework
XLS Name: pct.orders.requiring_rework
Description: operational efficiency of the fulfillment process, and opportunities for
savings, waste elimination, etc. by assessing the number of orders requiring rework from
order to activation relative to the total number of orders
Metric Type: Ratio
Prose Ratio: # Orders Requiring Rework, from Ordering to Activation / # Orders
XLS Ratio: orders.requiring_rework.from.ordering.to.activation / orders
Numerator ID: 159
Num Prose Name: # Orders Requiring Rework, from Ordering to Activation
Num XLS Name: orders.requiring_rework.from.ordering.to.activation
Num Includes: Total number of SO orders - number of SO orders successfully
Activation
Num Excludes: rework in sales
Num Units: Number
Denominator ID: 252
Den Prose Name: # Orders
Den XLS Name: orders
Den Includes: Orders identified for rework in the current reporting period, including
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Orders Requiring Rework
54. % Orders Pending Error Fix

ID: 54
Code: F-OE-3d
Prose Name: % Orders Pending Error Fix
XLS Name: pct.orders.pending_error_fix
Comments: This KPI measures not the efficiency of RA department of the
company but the efficiency of RA process in the company.
Metric Type: Ratio
Prose Ratio: # Orders with Pending Error Fixes / # Orders with Errors
XLS Ratio: orders.with_pending_error_fixes / orders.with_errors
Numerator ID: 237
Num Prose Name: # Orders with Pending Error Fixes
Num XLS Name: orders.with_pending_error_fixes
Num Includes: Total number of fulfilment orders (either created or revised) with
errors, whose errors were not corrected in the period (outstanding)
Num Excludes: All fulfillment orders without errors or fulfillment orders with errors
which have been addressed
Num Units: Number
Denominator ID: 236
Den Prose Name: # Orders with Errors
Den XLS Name: orders.with_errors
Den Includes: Total number of fulfillment orders (either created or revised) with
errors
Den Excludes: All fulfillment orders without errors or fulfillment orders with errors
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Orders Pending Error Fix
55. % Cost of Future Infrastructure Build, of Revenue

ID: 55
Code: F-OE-6
Prose Name: % Cost of Future Infrastructure Build, of Revenue
XLS Name: pct.future_infrastructure_build.of.revenue

Description: operational effectiveness of the fulfillment process by assessing the
relative cost of infrastructure build costs for the Service Offering relative to its overall revenue.
The measured cost includes OpEx costs and the appropriate allocation of CapEx costs within
the Service Offering business
Topic: Utilization
Metric Type: Ratio
Prose Ratio: $ Value of Future Infrastructure Build / $ Revenue (6)
XLS Ratio: cost.future_infrastructure_build / revenue.6
Numerator ID: 178
Num Prose Name: $ Value of Future Infrastructure Build
Num XLS Name: cost.future_infrastructure_build
Num Includes: CapEx useful to SO revenue generation (Equipment, Systems,
Software, capitalized installation labor); OpEx cost to operate new infrastructure until
breakeven
Num Excludes: Capitalized Operating Expenses (motor vehicles, real-estate,)
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: % SO Investment For Future Infrastructure
56. # Minutes per Customer Incident Resolution, by Severity Type

ID: 56
Code: A-CE-2a
Prose Name: # Minutes per Customer Incident Resolution, by Severity Type
XLS Name: minutes.per.customer_incident.resolution.by.severity.type
Description: customer experience of promptness in resolving faults or other
incidents that impact on an agreed provided service by comparing the aggregate time for
resolving incidents with the total number of incidents that have been resolved. The measured
duration extends from the point when the incident is reported to the point when the customer
accepts that the incident has been satisfactorily dealt with, and normal service restored
Process Focus: Assurance

Topic: Time
Metric Type: Ratio
Prose Ratio: # Minutes for All Customer Incidents, from Reported to Resolved / #
Customer Incidents Resolved
XLS Ratio: minutes.all.customer_incidents.from.reported.to.resolved /
customer_incidents.resolved
Numerator ID: 208
Num Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved
Num XLS Name: minutes.all.customer_incidents.from.reported.to.resolved
Num Includes: Incident capturing, technical resolution and customer notification
Num Excludes: Problem Report status inquiry queries
Num Units: Minute
Denominator ID: 119
Den Prose Name: # Customer Incidents Resolved
Den XLS Name: customer_incidents.resolved
Den Includes: Resolutions completed during the reporting period. Resolutions may
have started in a prior reporting period
Den Excludes: Resolutions in progress where customer contact occurred this
reporting period
Den Units: Number
Dimensions: 1. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units: Minute
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Incident Resolution Time
57. # Minutes per Customer Incident Resolution, by Customer Type

ID: 57
Code: A-CE-2b
Prose Name: # Minutes per Customer Incident Resolution, by Customer Type
XLS Name: minutes.per.customer_incident.resolution.by.customer.type
Description: customer experience of effectiveness in resolving faults or other
incidents that impact on an agreed provided service by measuring the mean time for
resolving incidents. The measured duration extends from customer contact through to
informing the customer of resolution
Topic: Time
Metric Type: Ratio
Prose Ratio: # Minutes for All Customer Incidents, from Reported to Resolved / #
Customer Incidents Resolved
XLS Ratio: minutes.all.customer_incidents.from.reported.to.resolved /
customer_incidents.resolved
Numerator ID: 208
Num Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved
Num XLS Name: minutes.all.customer_incidents.from.reported.to.resolved
Num Includes: Incident capturing, technical resolution and customer notification
Num Excludes: Problem Report status inquiry queries
Num Units: Minute
Denominator ID: 119
Den Prose Name: # Customer Incidents Resolved
Den XLS Name: customer_incidents.resolved
Den Includes: Resolutions completed during the reporting period. Resolutions may
Den Excludes: Resolutions in progress where customer contact occurred this
reporting period
Den Units: Number
Government (2) (Optional); 2. By Service Component: Voice Services, Data Services (2)
(optional)
Units: Minute
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time To Resolve Customer Incidents
58. % Problem Reports Resolved by Due Date

ID: 58
Code: A-CE-2c
Prose Name: % Problem Reports Resolved by Due Date
XLS Name: pct.problem_reports.resolved_by_due_date
Description: customer experience of effectiveness in resolving faults or other
incidents that impact on an agreed provided service by comparing the number of problems
resolved to customer satisfaction by the committed date to the total number of problems
occurring during the reporting period
Topic: Time
Metric Type: Ratio
Prose Ratio: # Problem Reports Resolved by Committed Date / # Problem Reports
(2)
XLS Ratio: problem_reports.resolved.committed_date / problem_reports.2

Numerator ID: 117
Num Prose Name: # Problem Reports Resolved by Committed Date
Num XLS Name: problem_reports.resolved.committed_date
Num Includes: Problems that were resolved during the reporting period that may
have initiated in a prior reporting period (overlap)
Num Units: Number
Denominator ID: 246
Den Prose Name: # Problem Reports (2)
Den XLS Name: problem_reports.2
Den Excludes: Problems that initiate in a prior reporting period but achieve resolution
in this reporting period.
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % Of Problems Resolved By Due Date
59. % Customer Incidents Reported More than Once

ID: 59
Code: A-CE-4a
Prose Name: % Customer Incidents Reported More than Once
XLS Name: pct.customer_incidents.reported_more_than_once_by_customer
Description: customer experience of effectiveness of the Assurance Process by
assessing the percent of incidents that are reported more than once by the customer relative
to the total number of customer reported incidents
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Customer Contacts About Re-reported Customer Incidents / #
Customer Incidents Closed
XLS Ratio: customer_contacts.rereported_customer_incidents /
customer_incidents.closed
Numerator ID: 167
Num Prose Name: # Customer Contacts About Re-reported Customer Incidents
Num XLS Name: customer_contacts.rereported_customer_incidents
Num Includes: Service problems not dealt with following first report, service problems
not solved in a satisfactory way
Num Excludes: Re-work not triggered by customer
Num Units: Number

Denominator ID: 239
Den Prose Name: # Customer Incidents Closed
Den XLS Name: customer_incidents.closed
Den Units: Number
Dimensions: 1. By Customer Segment: Consumer & SME, Large Corporate &
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Of Incidents That Are Reported More Than Once By the Customer
60. % Customers with SLA

ID: 60
Code: A-CE-4b
Prose Name: % Customers with SLA
XLS Name: pct.customers.with_sla
Description: customer experience of effectiveness of the Assurance process by
assessing the ratio of customers with Service Level Agreements (SLAs), relative to the total
number of customers
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Customers with SLA / # Customers (3)
XLS Ratio: customers.with_sla / customers.3
Numerator ID: 174
Num Prose Name: # Customers with SLA
Num XLS Name: customers.with_sla
Num Includes: Count of customers i.e. customer may have more than one SLA, is
still counted once
Num Units: Number
Denominator ID: 231
Den Includes: All customers using this SO
Den Units: Number
Government (2)
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % Of Customers With SLA
61. % Problem Reports from Customers

ID: 61
Code: A-CE-4c
Prose Name: % Problem Reports from Customers
XLS Name: pct.problem_reports.from_customers
Description: customer experience perception of effectiveness of the Assurance
process by assessing the ratio of customer reported problems, relative to the total number of
problems reported
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Problem Reports from Customers / # Problem Reports (3)
XLS Ratio: problem_reports.from_customers / problem_reports.3
Numerator ID: 116
Num Prose Name: # Problem Reports from Customers
Num XLS Name: problem_reports.from_customers
Num Includes: Number of CUSTOMER reported technical and usability problems
reported for this service offering during the measurement period.
Num Excludes: Problems reported from non-customer sources
Num Units: Number
Denominator ID: 247
Den Prose Name: # Problem Reports (3)
Den XLS Name: problem_reports.3
Den Includes: All technical and usability problems reported for this service offering
during the measurement period.
Den Units: Number
Dimensions: 1. By Problem Severity: Critical. Major, Minor (3) (OPTIONAL)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Percentage Of Problems Reported By Customers
62. Service Availability

ID: 62
Code: A-CE-5
Prose Name: Service Availability
XLS Name: special.service_availability
Description: customer experience of service availability by assessing the actual
time service is available to Customers by subtracting the Service Outage time from the
Service contracted to be live for customers during period (such as provisioned Channels,
trunks, etc). The Service Outage time is defined by the sum of outage time, including outages
due to maintenance activities (OA&M) as well as faults. The result is given as a percentage
by dividing the difference by the Total Contracted Service Time
Topic: Availability
Metric Type: Ratio
Prose Ratio: # Minutes for All Actual Service Uptime / # Minutes for All Contracted
Service Uptime (2)
XLS Ratio: minutes.all.service_uptime.actual /
minutes.all.service_uptime.contracted.2
Numerator ID: 272
Num Prose Name: # Minutes for All Actual Service Uptime
Num XLS Name: minutes.all.service_uptime.actual
Num Includes: all contracted time
Num Excludes: customer caused faults or customer requested outages
Num Units: Minute
Denominator ID: 263
Den Prose Name: # Minutes for All Contracted Service Uptime (2)
Den XLS Name: minutes.all.service_uptime.contracted.2
Den Includes: All contracted time
Den Excludes: Portion of time (if any) that service is not guaranteed
Den Units: Minute
Units: Percent
Decimal Places: 3
Preferred: High
Status: Active
Unused: No
Legacy Name: Availability Of Service To Customer
63. # SLA Violations per SLA

ID: 63
Code: A-CE-6a
Prose Name: # SLA Violations per SLA

XLS Name: pct.sla_violations.per.sla
Description: customer experience perception of service quality by assessing the
number of SLA violations relative to the total number of SLAs
Topic: Ease of Doing Business
Metric Type: Ratio
Prose Ratio: # SLA Violations / # SLAs
XLS Ratio: sla_violations / slas
Numerator ID: 123
Num Prose Name: # SLA Violations
Num XLS Name: sla_violations
Num Includes: Each breach for a single SLA should be counted separately.
Num Units: Number
Denominator ID: 251
Den Prose Name: # SLAs
Den XLS Name: slas
Den Units: Number
Government (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Of SLA Violations
64. % Problem Reports Resolved Within SLA Time Requirements

ID: 64
Code: A-CE-6b
Prose Name: % Problem Reports Resolved Within SLA Time Requirements
XLS Name: pct.problem_reports.resolved.sla_time
Description: customer experience of effectiveness of the Assurance process by
assessing the proportion of problems dealt with in a timely manner according to SLA
definition relative to the total number of problems reported
Metric Type: Ratio
Prose Ratio: # Problem Reports Actually Closed in Compliance with SLA / #

Problem Reports Due to be Closed in Compliance with SLA
XLS Ratio: problem_reports.actually_closed.within_sla /
problem_reports.due_closed.within_sla
Numerator ID: 114
Num Prose Name: # Problem Reports Actually Closed in Compliance with SLA
Num XLS Name: problem_reports.actually_closed.within_sla
Num Includes: Each breach for a single SLA should be counted separately.
Num Units: Number
Denominator ID: 115
Den Prose Name: # Problem Reports Due to be Closed in Compliance with SLA
Den XLS Name: problem_reports.due_closed.within_sla
Den Units: Number
Government (2); 2. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % Problems That Are Dealt With In SLA Time Requirements
65. % Cost of Assurance, of Revenue

ID: 65
Code: A-OE-1a
Prose Name: % Cost of Assurance, of Revenue
XLS Name: pct.cost.assurance.of.revenue
Description: cost efficiency of the Assurance process by assessing the relative
cost of assurance activity for the Service Offering against its overall revenue. The measured
cost includes direct assurance costs and the appropriate allocation of other, or general, costs
related to assurance within the Service Offering business. The measured revenue is after
discounts
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Assurance / $ Revenue (5)
XLS Ratio: cost.assurance / revenue.5
Numerator ID: 203
Num Prose Name: $ Cost of Assurance
Num XLS Name: cost.assurance
charges
Num Excludes: a) G&A expense; b) SO Fulfillment costs; c) SO Customer
Management costs; d) Depreciation expense
Num Units: Currency
Denominator ID: 187
Den Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Cost Of Assurance Process
66. % Cost of Assurance, of Opex

ID: 66
Code: A-OE-1b
Prose Name: % Cost of Assurance, of Opex
XLS Name: pct.cost.assurance.of.opex
Description: cost efficiency of the Assurance process by assessing the relative
cost of assurance for the Service Offering against its OpEx. The measured cost of Service
Offering assurance includes direct assurance costs and the appropriate allocation of other, or
general, costs related to assurance within the Service Offering business
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Assurance / $ Opex
XLS Ratio: cost.assurance / opex
Numerator ID: 203
charges
Num Units: Currency
Denominator ID: 186
Den XLS Name: opex
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Assurance Process Cost As % OpEx
67. % Cost of SLA Management, of Revenue

ID: 67
Code: A-OE-1c
Prose Name: % Cost of SLA Management, of Revenue
XLS Name: pct.cost.sla_management.of.revenue
Description: cost efficiency of the SLA process for the Service Offering, by
assessing the relative cost of SLA-related activity for the Service Offering against its overall
revenue. The measured cost includes direct assurance costs and the appropriate allocation
of other, or general, costs related to assurance within the Service Offering business. The
measured revenue is after discounts
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of SLA Management / $ Revenue (6)
XLS Ratio: cost.sla_management / revenue.6
Numerator ID: 192
Num Prose Name: $ Cost of SLA Management
Num XLS Name: cost.sla_management
Num Includes: SLA administrative labor (salary, taxes, benefits and outsourced labor)
+ Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA
violations. This includes the cost of maintaining the systems used by this process area, but
not the cost of developing the systems. Annual product license or support charges would be
included. SLA penalties are included. All, separated by Detail above
Num Excludes: SO Fulfillment costs, SO Customer Management costs

Num Units: Currency
Denominator ID: 184
Den Units: Currency
Government (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Cost Of SLAs
68. $ Cost of Assurance per Service Problem Resolved

ID: 68
Code: A-OE-1f
Prose Name: $ Cost of Assurance per Service Problem Resolved
XLS Name: cost.assurance.per.service_problem.resolved
Description: cost efficiency of the Assurance process by assessing the total cost of
the Assurance process relative to the total number of repairs
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Assurance / # Service Problems Resolved (2)
XLS Ratio: cost.assurance / service_problems.resolved.2
Numerator ID: 203
charges
Num Units: Currency
Denominator ID: 121

Den Prose Name: # Service Problems Resolved (2)
Den XLS Name: service_problems.resolved.2
Den Includes: All repairs requiring service provider action to resolve, which were
closed in the period
Den Excludes: Trouble tickets cleared with no fault found
Den Units: Number
Dimensions: 1. By Problem Resolution Method: through Software repair, through
Hardware repairs (2) (Optional); 2. By Customer Segment: Consumer & SME, Large
Enterprise & Government (2) (Optional)
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Unit Cost Of Assurance
69. # Minutes per Service Problem Resolution

ID: 69
Code: A-OE-2a
Prose Name: # Minutes per Service Problem Resolution
XLS Name: minutes.per.service_problem.resolution
Description: time efficiency of the SLA process for the Service Offering, by
assessing the aggregate time to resolve Service Offering service problems relative to the
number of closed problem reports
Comments: See the Counting Rules tab for more information on how Problem
Reports are counted to ensure consistency among participants
Topic: Time
Metric Type: Ratio
Prose Ratio: # Minutes for All Problem Reports to Service Restoration / # Problem
Reports Closed (3)
XLS Ratio: minutes.all.problem_reports.service_restoration /
problem_reports.closed.3
Numerator ID: 135
Num Prose Name: # Minutes for All Problem Reports to Service Restoration
Num XLS Name: minutes.all.problem_reports.service_restoration
Num Includes: Aggregate elapsed time from Problem Report open to Problem
Report closed for this SO. Separated by Detail above
Num Units: Minute
Denominator ID: 113
Den Prose Name: # Problem Reports Closed (3)
Den XLS Name: problem_reports.closed.3
Den Includes: Problem reports opened in a prior period

Den Units: Number
Dimensions: 1. By Problem Severity: Critical, Major, Minor (3) (Optional); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units: Minute
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Service Problem Resolution Time
70. # Hours per Service Problem Resolution, by Process Type

ID: 70
Code: A-OE-2b
Prose Name: # Hours per Service Problem Resolution, by Process Type
XLS Name: hours.per.service_problem_resolution.by.process.type
Description: time efficiency of the SLA process for the Service Offering, by
assessing the average time to resolve Service Offering service problems. The measured
duration extends from opening to closing Trouble Tickets for the Service Offering, relative to
the total number of Trouble Tickets
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Service Problem Resolutions, by Process Type / #
Service Problems Resolved
XLS Ratio: hours.all.service_problem_resolutions.by.process.type /
service_problems.resolved
Numerator ID: 200
Num Prose Name: # Hours for All Service Problem Resolutions, by Process Type
Num XLS Name: hours.all.service_problem_resolutions.by.process.type
Num Includes: Aggregate elapsed time for Meta Process Block for this SO.
Seperated by Detail above
Num Excludes: Meta Process Block 5 (Customer Retention Management)
Num Units: Hour
Denominator ID: 122
Den Prose Name: # Service Problems Resolved
Den XLS Name: service_problems.resolved
Den Units: Number
Dimensions: 1. By Assurance Meta process blocks: resource data collection and
processing, service problem management, resource trouble detection/handling, customer
QoS/SLA management (4); 2. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time To Resolve Service Problems
71. % Problem Reports, by Cause Type

ID: 71
Code: A-OE-3a
Prose Name: % Problem Reports, by Cause Type
XLS Name: pct.problem_reports.by.cause.type
Description: distribution of Assurance problems across cause types by assessing
the number of problem reports by type, relative to the total number of problem reports
Metric Type: Ratio
Prose Ratio: # Problem Reports Closed, by Cause Type / # Problem Reports
XLS Ratio: problem_reports.closed.by.cause.type / problem_reports
Numerator ID: 112
Num Prose Name: # Problem Reports Closed, by Cause Type
Num XLS Name: problem_reports.closed.by.cause.type
Num Includes: Cause types include all types covered in modifying detail #1 as
above.
Num Units: Number
Denominator ID: 245
Den Prose Name: # Problem Reports
Den XLS Name: problem_reports
Den Units: Number
Dimensions: 1. By Cause Type: customer caused, technology caused (own
system), Technology caused (3rd party system), workforce caused, data mismatch problems
for internal systems, other (6)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Problems By Cause Type
72. % Assurance Time for Repair
ID: 72
Code: A-OE-3b
Prose Name: % Assurance Time for Repair
XLS Name: pct.assurance_time.repair
Description: effectiveness of the Assurance process by assessing the mean repair
time, relative to the total assurance time (i.e. maintenance and repair)
Metric Type: Ratio
Prose Ratio: # Hours for All Repair / # Hours for All Repair and Maintenance
XLS Ratio: hours.all.repair / hours.all.repair_and_maintenance
Numerator ID: 209
Num Prose Name: # Hours for All Repair
Num XLS Name: hours.all.repair
Num Includes: Total hours of reported time for repair (technician + dispatch)
Num Units: Hour
Denominator ID: 262
Den Prose Name: # Hours for All Repair and Maintenance
Den XLS Name: hours.all.repair_and_maintenance
Den Includes: Time for repair and maintenance (technician + dispatch)
Den Units: Hour
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Maintenance Time Used For Repair
73. Mean Time Between Failures (MTBF)

ID: 73
Code: A-OE-3c
Prose Name: Mean Time Between Failures (MTBF)
XLS Name: special.mtbf
Description: operational effectiveness of the Assurance process by assessing the
mean time between failures. This metric is measured over a period as the ratio of the Mean
time between repairs and the number of trouble tickets closed over the period. The mean
time between repairs considers the revenue system size (such as live ports) without taking
into account the service outage time (calculated as the MTTR for the period for all the trouble
tickets over the period)
Comments: Example calculation: Revenue System Size = 15,606 ports * 30 days

= 468,180.00 days. MTTR in days = 213.7 mins = 0.148 days. Number of trouble tIckets
closed = 4792 trouble tickets. Therefore MTBF = (468,180.00-(.148*4792)) / 4792. Therefore
MTBF = 97.6 days. See the Counting Rules tab for more information on how Service
Outages are counted to ensure consistency among participants.
Metric Type: Ratio
Prose Ratio: Revenue System Uptime / # Problem Reports Closed
XLS Ratio: special.revenue_system_uptime / problem_reports.closed
Numerator ID: 275
Num Prose Name: Revenue System Uptime
Num XLS Name: special.revenue_system_uptime
Num Units: Day
Denominator ID: 126
Den Prose Name: # Problem Reports Closed
Den XLS Name: problem_reports.closed
Den Includes: Trouble Tickets for maintenance activities
Den Excludes: Problems caused by customer
Den Units: Number
Units: Day
Decimal Places: 1
Preferred: High
Status: Active
Unused: No
Legacy Name: Mean Time Between Failures
74. # Problem Reports per NOC FTE

ID: 74
Code: A-OE-6a
Prose Name: # Problem Reports per NOC FTE
XLS Name: problem_reports.per.noc_fte
Description: operational effectiveness of the NOC problem resolution process by
measuring problems resolved relative to the number of NOC FTE's assigned to problem
resolution
Topic: Utilization
Metric Type: Ratio
Prose Ratio: # Problem Reports Resolved to Customer Satisfaction / # NOC FTEs
Assigned to Problem Resolution
XLS Ratio: problem_reports.resolved / noc_ftes.assigned_to_problem_resolution

Numerator ID: 118
Num Prose Name: # Problem Reports Resolved to Customer Satisfaction
Num XLS Name: problem_reports.resolved
Num Includes: Problems that were reported AND resolved during the reporting
period
Num Excludes: Problems that were resolved during the reporting period that were
initiated in a prior reporting period
Num Units: Number
Denominator ID: 243
Den Prose Name: # NOC FTEs Assigned to Problem Resolution
Den XLS Name: noc_ftes.assigned_to_problem_resolution
Den Includes: For this metric; an FTE is the equivalent of 40 hours of problem
resolution time per week.
Den Excludes: ALL non-problem resolution time expended by NOC personnel.
Den Units: Number
Units: Number
Preferred: High
Status: Active
Unused: Yes
Legacy Name: NOC FTE Efficiency
75. % Bills Delivered, by Delivery Type

ID: 75
Code: B-CE-1a
Prose Name: % Bills Delivered, by Delivery Type
XLS Name: pct.bills.delivered.by.delivery.type
Description: customer experience of preferred access to billing information by
assessing the number of bills delivered by media/method relative to the total number of bills
Process Focus: Billing
Topic: Access
Metric Type: Ratio
Prose Ratio: # Bills Issued, by Delivery Type / # Bills Produced (2)
XLS Ratio: bills.issued.by.delivery.type / bills.produced.2
Numerator ID: 161
Num Prose Name: # Bills Issued, by Delivery Type
Num XLS Name: bills.issued.by.delivery.type
Num Excludes: Web delivery in case this customer also receives a paper statement
Num Units: Number
Denominator ID: 163
Den Prose Name: # Bills Produced (2)
Den XLS Name: bills.produced.2

Den Units: Number
Dimensions: 1. By Media Type: Paper, email, magnetic, web/portal, other (5); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units: Percent
Decimal Places: 2
Status: Active
Unused: Yes
Legacy Name: Distribution Of Bills By Delivery Method
76. % Customer Payments, by Payment Type

ID: 76
Code: B-CE-1b
Prose Name: % Customer Payments, by Payment Type
XLS Name: pct.customer_payments.by.payment.type
Description: customer experience of preferred bill-payment transactions by
assessing the number of bills delivered by media/method relative to the total number of bills
Topic: Access
Metric Type: Ratio
Prose Ratio: # Customer Payments, by Payment Type / # Customer Payments (2)
XLS Ratio: customer_payments.by.payment.type / customer_payments.2
Numerator ID: 109
Num Prose Name: # Customer Payments, by Payment Type
Num XLS Name: customer_payments.by.payment.type
Num Includes: Direct debit by credit card considered as direct debit.
Num Units: Number
Denominator ID: 110
Den Prose Name: # Customer Payments (2)
Den XLS Name: customer_payments.2
Den Units: Number
Dimensions: 1. By Payment Method: Cash, Credit Card/Debit Card, Direct Debit,
Bank Transfer, Other (5); 2. By Customer Segment: Consumer & SME, Large Enterprise &
government (2) (Optional)
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: % Payment Transaction By Payment Method
77. % Bills Issued Electronically

ID: 77
Code: B-CE-1c
Prose Name: % Bills Issued Electronically
XLS Name: pct.bills.issued_electronically
Description: customer experience comfort in the uptake of electronically delivered
bills relative to the total number of bills issued
Topic: Access
Metric Type: Ratio
Prose Ratio: # Bills Sent Electronically / # Bills Issued (2)
XLS Ratio: bills.sent_electronically / bills.issued.2
Numerator ID: 223
Num Prose Name: # Bills Sent Electronically
Num XLS Name: bills.sent_electronically
Num Excludes: Electronic bills that also have an associated paper bill
Num Units: Number
Denominator ID: 217
Den Prose Name: # Bills Issued (2)
Den XLS Name: bills.issued.2
Den Units: Number
Dimensions: 1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer
Segment: Consumer & SME, Large
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % e-Bills Issued
78. % Customer Payments Received Electronically

ID: 78
Code: B-CE-1d
Prose Name: % Customer Payments Received Electronically
XLS Name: pct.customer_payments.received_electronically
Description: customer experience comfort in the uptake of electronically paid bills
relative to the total number of bills issued
Topic: Access
Metric Type: Ratio
Prose Ratio: # Bills Paid Electronically / # Bills Issued (2)
XLS Ratio: bills.paid_electronically / bills.issued.2
Numerator ID: 218
Num Prose Name: # Bills Paid Electronically
Num XLS Name: bills.paid_electronically
Num Includes: Bills paid via home banking, automatic bank deduction, funds
transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions
Num Excludes: Payments by cash or check
Num Units: Number
Denominator ID: 217
Den Units: Number
Dimensions: 1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer
Segment: Consumer & SME, Large
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: No
Legacy Name: % e-Payments Received
79. # Minutes per Customer Transaction

ID: 79
Code: B-CE-2a
Prose Name: # Minutes per Customer Transaction
XLS Name: minutes.per.customer_transaction.posted
Description: customer experience of timeliness of billing/rating information
availability to the customers by determining the average duration from the end of an event to
when it is available to the customer
Topic: Time
Metric Type: Ratio
Prose Ratio: # Minutes for All Customer Transactions to Information Posted / #
Customer Transactions
XLS Ratio: minutes.all.customer_transactions.to.information_posted /
customer_transactions
Numerator ID: 143
Num Prose Name: # Minutes for All Customer Transactions to Information Posted
Num XLS Name: minutes.all.customer_transactions.to.information_posted

Num Includes: Total time from end of transaction (e.g. call, download session, etc)
until information of transaction and rated usage are available for customer consumption
Num Units: Minute
Denominator ID: 255
Den Prose Name: # Customer Transactions
Den XLS Name: customer_transactions
Den Units: Number
Dimensions: 1. By Contact Channel: call center, self-service, direct (3); 2. By Event
Source: Roaming; Non-Roaming (2) (Optional)
Units: Minute
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Transaction Posting Time
80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch
ID: 80
Code: B-CE-2b
Prose Name: # Hours per Bill, from Bill Cycle Close to Bill Dispatch
XLS Name: hours.per.bill.from.bill_cycle_close.to.bill_dispatch
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch / # Bills
XLS Ratio: hours.all.bills.from.bill_cycle_close.to.bill_dispatch / bills
Numerator ID: 139
Num Prose Name: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch
Num XLS Name: hours.all.bills.from.bill_cycle_close.to.bill_dispatch
Num Includes: Total elapsed time from cycle close date until bills ready for dispatch
(processing and printing completed as needed by media). Includes time to process delayed
calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing
run activities such as QA.
Num Units: Hour
Denominator ID: 215
Den Prose Name: # Bills
Den XLS Name: bills
Den Units: Number
Dimensions: 1. By Media Type: paper, email, magnetic, web/portal, other (5); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Time To Prepare and Dispatch Bills
81. % Value of Billing Charges from Previous Cycle

ID: 81
Code: B-CE-4a
Prose Name: % Value of Billing Charges from Previous Cycle
XLS Name: pct.value.billing_charges.from_previous_cycle
Description: customer experience of promptness/accuracy in received billing
information by assessing amount of charges from previous billing cycle relative to the total
amount charged for the current billing cycle
Topic: Reliability
Metric Type: Ratio
Prose Ratio: $ Value of Billing Charges from Previous Billing Cycle / $ Value of
Current Billing Charges
XLS Ratio: value.billing_charges.previous_billing_cycle /
value.billing_charges.current
Numerator ID: 148
Num Prose Name: $ Value of Billing Charges from Previous Billing Cycle
Num XLS Name: value.billing_charges.previous_billing_cycle
Num Includes: All billing cycles within period
Num Units: Currency
Denominator ID: 201
Den Prose Name: $ Value of Current Billing Charges
Den XLS Name: value.billing_charges.current
Den Includes: All billing cycles within period
Den Units: Currency
Dimensions: 1. By Event Source: Roaming; Non-Roaming (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Of Bill Originating From Previous Cycle
82. % Bills Inaccurate

ID: 82
Code: B-CE-4c
Prose Name: % Bills Inaccurate
XLS Name: pct.bills.inaccurate
Description: customer experience of accuracy in received billing information by
assessing the number of bills with errors relative to the total number of bills
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Bills with Error / # Bills Issued (3)
XLS Ratio: bills.with_error / bills.issued.3
Numerator ID: 151
Num Prose Name: # Bills with Error
Num XLS Name: bills.with_error
Num Includes: Bill errors reported by customers, identified internally
Num Units: Number
Denominator ID: 216
Den Units: Number
Government (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Bills Inaccurate
83. % Bills Adjusted

ID: 83
Code: B-CE-4d
Prose Name: % Bills Adjusted
XLS Name: pct.bills.adjusted
Description: customer perception of accuracy in received billing information by
assessing the average number of bills adjusted
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Bills Requiring Adjustments Initiated by Customer / # Bills Issued (2)
XLS Ratio: bills.requiring_adjustments.customer / bills.issued.2
Numerator ID: 221
Num Prose Name: # Bills Requiring Adjustments Initiated by Customer
Num XLS Name: bills.requiring_adjustments.customer
Num Includes: Financial adjustments, credit notes issued
Num Excludes: Customer initiated changes: address changes, plan adjustments
Num Units: Number
Denominator ID: 217
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Bills Adjusted
84. # Customer Contacts About Billing per Bill

ID: 84
Code: B-CE-4e
Prose Name: # Customer Contacts About Billing per Bill
XLS Name: customer_contacts.billing.per.bill
Description: customer perception of the accuracy and readability of bills issued
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Customer Contacts About Billing / # Bills Issued (2)
XLS Ratio: customer_contacts.billing / bills.issued.2
Numerator ID: 212
Num Prose Name: # Customer Contacts About Billing
Num XLS Name: customer_contacts.billing
Num Includes: Inbound contacts (such as phone, email, and web contacts), including
all billing and payment inquiries.
Num Excludes: Customer initiated changes: address changes, plan adjustments
Num Units: Number
Denominator ID: 217

Den Units: Number
Government (2) (Optional); 2. By Contact Type: complaint vs. inquiry (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Billing Contacts
85. % Bills Adjusted Internally

ID: 85
Code: B-CE-4f
Prose Name: % Bills Adjusted Internally
XLS Name: pct.bills.adjusted_internally
Description: customer confidence in billing process accuracy as a result of error
reduction
Topic: Reliability
Metric Type: Ratio
Prose Ratio: # Bills Requiring Adjustments Initiated Internally / # Bills Issued (2)
XLS Ratio: bills.requiring_adjustments.internal / bills.issued.2
Numerator ID: 222
Num Prose Name: # Bills Requiring Adjustments Initiated Internally
Num XLS Name: bills.requiring_adjustments.internal
Num Includes: All internal adjustments, including plan changes, address changes,
financial adjustments, credit notes issued
Num Excludes: All customer initiated adjustments.
Num Units: Number
Denominator ID: 217
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Bills Adjusted Internally
86. % Cost of Billing, of Revenue Billed

ID: 86
Code: B-OE-1a
Prose Name: % Cost of Billing, of Revenue Billed
XLS Name: pct.cost.billing.of.revenue.billed
Description: cost efficiency of the billing process by assessing the cost of billing the
customer relative to the billed revenue
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Billing / $ Revenue Billed
XLS Ratio: cost.billing / revenue.billed
Numerator ID: 155
Num Prose Name: $ Cost of Billing
Num XLS Name: cost.billing
Num Includes: All costs associated with the billing meta process (blocks 1-5) from
customer service/product activation through billing charges accumulation & management.
This includes the cost of maintaining the systems used by this process area, but not the cost
of developing the systems. Annual product license or support charges would be included.
Num Excludes: a) G&A expense; b) Order handling function (part of fulfillment
process); c) depreciation expenses
Num Units: Currency
Denominator ID: 202
Den Prose Name: $ Revenue Billed
Den XLS Name: revenue.billed
Den Includes: All billed revenue before write-offs, CPE revenue allocation
Den Units: Currency
Dimensions: 1. By Medium: Paper, email, magnetic, web/portal, and other (5)
(Optional); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2)
(Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Cost Of Billing
87. % Bills Requiring Manual Intervention

ID: 87
Code: B-OE-1b
Prose Name: % Bills Requiring Manual Intervention
XLS Name: pct.bills.requiring_manual_intervention
Description: operational efficiency of the billing process by assessing the number
of bills requiring manual intervention relative to the total number of bills
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: # Bills Requiring Manual Intervention / # Bills Produced
XLS Ratio: bills.requiring_manual_intervention / bills.produced
Numerator ID: 162
Num Prose Name: # Bills Requiring Manual Intervention
Num XLS Name: bills.requiring_manual_intervention
Num Includes: Total number of bills involving intervention (planned + unplanned)
Num Units: Number
Denominator ID: 219
Den Prose Name: # Bills Produced
Den XLS Name: bills.produced
Den Includes: Total number of bills processed
Den Units: Number
Dimensions: 1. By Manual Intervention Type: planned, unplanned (2) (Optional)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Bills Requiring Manual Intervention
88. % Cost of Collections, of Revenue Billed

ID: 88
Code: B-OE-1c
Prose Name: % Cost of Collections, of Revenue Billed
XLS Name: pct.cost.collections.of.revenue.billed

Description: cost efficiency of the billing process relative to revenue by assessing
the cost of collecting revenues relative to the total billed revenue
Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Collections / $ Revenue Billed
XLS Ratio: cost.collections / revenue.billed
Numerator ID: 156
Num Prose Name: $ Cost of Collections
Num XLS Name: cost.collections
Num Includes: Revenue collections administrative labor (salary, taxes, benefits) +
Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency
costs This includes the cost of maintaining the systems used by this process area, but not the
cost of developing the systems. Annual product license or support charges would be
included. All, separated by Detail above
Num Units: Currency
Denominator ID: 202
Den Units: Currency
Government (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Cost Of Collections
89. $ Cost of Billing per Bill

ID: 89
Code: B-OE-1f
Prose Name: $ Cost of Billing per Bill
XLS Name: cost.billing.per.bill
Description: cost efficiency of the billing process for a single bill by assessing the
total cost of billing for the Service Offering relative to the total number of bills

Topic: Unit Cost
Metric Type: Ratio
Prose Ratio: $ Cost of Billing / # Bills Produced (3)
XLS Ratio: cost.billing / bills.produced.3
Numerator ID: 155
Num Prose Name: $ Cost of Billing
Num XLS Name: cost.billing
Num Includes: All costs associated with the billing meta process (blocks 1-5) from
Num Excludes: a) G&A expense; b) Order handling function (part of fulfillment
Num Units: Currency
Denominator ID: 220
Den Prose Name: # Bills Produced (3)
Den XLS Name: bills.produced.3
Den Includes: All customer bills produced
Den Excludes: Bills discarded due to process or data errors
Den Units: Number
Government (2); 2. By Delivery: Paper, electronic (2) (Optional); Note: if your billing cycle is
not monthly, please contact the TMF Benchmarking team for guidance.
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Unit Cost Of Bill
90. # Days to Prepare Bills

ID: 90
Code: B-OE-2a
Prose Name: # Days to Prepare Bills
XLS Name: days.to_prepare_bills
Description: customer experience of promptness in receiving regular bills by
assessing the mean time from the point designated by the Service Offering as bill cycle close,
to the point when bills are ready for dispatch (whether paper, electronic, etc)
Comments: If bill cycle is not monthly, please contact the TMF benchmarking for
guidance
Topic: Time

Prose Ratio: # Days from Bill Cycle Close to Bill Dispatch / One
XLS Ratio: days.from.bill_cycle_close.to.bill_dispatch / special.one
Numerator ID: 207
Num Prose Name: # Days from Bill Cycle Close to Bill Dispatch
Num XLS Name: days.from.bill_cycle_close.to.bill_dispatch
Num Includes: Invoicing (Meta Process Block 4)
Num Excludes: Time for posting and printing
Num Units: Day
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Units: Day
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Time To Prepare Bills For Display and/or Dispatch
91. Days Sales Outstanding (DSO)

ID: 91
Code: B-OE-2b
Prose Name: Days Sales Outstanding (DSO)
XLS Name: special.dso
Description: effectiveness/efficiency of sales management within a Service
Offering by assessing the duration of sales outstanding (i.e. awaiting payment) for a period
relative to average sales per day during that period
Comments: DSO is generally based on a 30-day period
Topic: Time
Metric Type: Ratio
Prose Ratio: $ Value of Account Receivables / $ Value of Sales per Day
XLS Ratio: value.ar / value.sales * 30
Numerator ID: 133
Num Prose Name: $ Value of Account Receivables
Num XLS Name: value.ar
Num Includes: (Days per period X average sales per day) - (Value of invoices paid
per period + Value of any queries per period + Value of any credits per period)
Num Units: Currency

Denominator ID: 150
Den Prose Name: $ Value of Sales per Day
Den XLS Name: value.sales.per.day
Den Units: Currency
Government (2)
Units: Day
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Days Sales Outstanding
92. # Hours per Order, from Activation to Bill Dispatch

ID: 92
Code: B-OE-2c
Prose Name: # Hours per Order, from Activation to Bill Dispatch
XLS Name: hours.per.order.from.activation.to.bill_dispatch
Description: time effectiveness/efficiency of the Billing process by assessing the
total elapsed time between billable usage occurrence and data availability for billing relative to
the number of usage events
Comments: For the purposes of this metric, only the current and previous billing
cycles are relevant
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Orders, from Activation to Bill Dispatch / # Orders (2)
XLS Ratio: hours.all.orders.from.activation.to.bill_dispatch / orders.2
Numerator ID: 142
Num Prose Name: # Hours for All Orders, from Activation to Bill Dispatch
Num XLS Name: hours.all.orders.from.activation.to.bill_dispatch
Num Units: Hour
Denominator ID: 226
Den Prose Name: # Orders (2)
Den XLS Name: orders.2
Den Includes: Active orders for previous period.
Den Units: Number
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Time From Service Activation To Bill Dispatch
93. # Hours per Order, from Bill Dispatch to Cash Received

ID: 93
Code: B-OE-2d
Prose Name: # Hours per Order, from Bill Dispatch to Cash Received
XLS Name: hours.per.order.from.bill_dispatch.to.cash_received
Description: time from bill dispatch to receipt of customer payment
Comments: For the purposes of this metric, only the current and previous billing
cycles are relevant
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Orders, from Bill Dispatch to Cash Received / # Orders
(2)
XLS Ratio: hours.all.orders.from.bill_dispatch.to.cash_received / orders.2
Numerator ID: 136
Num Prose Name: # Hours for All Orders, from Bill Dispatch to Cash Received
Num XLS Name: hours.all.orders.from.bill_dispatch.to.cash_received
Num Includes: Aggregate time for bill dispatch to cash received for current orders,
including orders from the previous period.
Num Units: Hour
Denominator ID: 226
Den Prose Name: # Orders (2)
Den XLS Name: orders.2
Den Includes: Active orders for previous period.
Den Units: Number
Units: Hour
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Duration From Bill Dispatch To Cash Received
94. # Hours per Customer Payment, from Receipt to Posted in Billing
ID: 94
Code: B-OE-2e
Prose Name: # Hours per Customer Payment, from Receipt to Posted in Billing
XLS Name: hours.per.customer_payment.from.receipt.to.posted_in_billing
Description: time from receipt of customer payment till the payment is recognized
in the billing system
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Customer Payments, from Receipt to Posted in Billing /
# Customer Payments
XLS Ratio: hours.all.customer_payments.from.receipt.to.posted_in_billing /
customer_payments
Numerator ID: 141
Num Prose Name: # Hours for All Customer Payments, from Receipt to Posted in Billing
Num XLS Name: hours.all.customer_payments.from.receipt.to.posted_in_billing
Num Includes: All time from payment received until entered into Billing system. This
may include time spent with 3rd parties such as a bank
Num Excludes: Time spent on collections, or other processes. Time spent on non-
customer payments.
Num Units: Hour
Denominator ID: 228
Den Prose Name: # Customer Payments
Den XLS Name: customer_payments
Den Includes: All customer payments within period
Den Excludes: Internal funds transfers
Den Units: Number
Government (2)(Optional)
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Time Till Notification Of Payment
95. # Hours per Bill Processing Fault Resolution

ID: 95
Code: B-OE-2f
Prose Name: # Hours per Bill Processing Fault Resolution
XLS Name: hours.per.bill_processing_fault_resolution

Description: average time taken to resolve major Billing Process outages during
the capture period
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Billing Processing Faults to Resolution / # Bill
Processing Faults Resolved
XLS Ratio: hours.all.billing_processing_faults.to.resolution /
process.billing.faults.resolved
Numerator ID: 144
Num Prose Name: # Hours for All Billing Processing Faults to Resolution
Num XLS Name: hours.all.billing_processing_faults.to.resolution
Num Includes: Billing Process outages in Meta Processe Blocks (1-3) that stop bill
production. Measured from time fault is first reported until fault is corrected and process
returned to production
Num Excludes: Faults that degrade but do not stop billing process. Planned outages.
Collection Management Meta Process (4)
Num Units: Hour
Denominator ID: 214
Den Prose Name: # Bill Processing Faults Resolved
Den XLS Name: process.billing.faults.resolved
Den Units: Number
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Time Taken To Resolve Major Bill Processing Faults
96. % Cost of Billing Errors, of Revenue Billed

ID: 96
Code: B-OE-3a
Prose Name: % Cost of Billing Errors, of Revenue Billed
XLS Name: pct.cost.billing_errors.of.revenue.billed
Description: operational efficiency of handling errors in the billing process by
assessing the cost of handling billing errors relative to the total billed revenue

Metric Type: Ratio
Prose Ratio: $ Cost of Billing Errors / $ Revenue Billed
XLS Ratio: cost.billing_errors / revenue.billed
Numerator ID: 157
Num Prose Name: $ Cost of Billing Errors
Num XLS Name: cost.billing_errors
Num Includes: Errors processing administrative labor (salary, taxes, benefits) + Other
allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation,
invoicing, distribution, ) + Any write-offs for maintaining customer relations.
Num Units: Currency
Denominator ID: 202
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Cost Of Billing Errors
97. # Days per Billing Error

ID: 97
Code: B-OE-3b
Prose Name: # Days per Billing Error
XLS Name: days.per.billing_error
Description: error correction efficiency of the Billing process by assessing the
average age of errors
Prose Ratio: # Days per Billing Error (2) / One
XLS Ratio: days.all.billing_errors / special.one
Numerator ID: 149
Num Prose Name: # Days per Billing Error (2)
Num XLS Name: days.all.billing_errors
Num Includes: Errors in data collection, processing, invoicing, and distribution.
Num Excludes: Customer or network issues unrelated to billing.

Num Units: Day
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Units: Day
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: Mean Age Of Billing Errors
98. % XDRs Falling into Suspense

ID: 98
Code: B-OE-3c
Prose Name: % XDRs Falling into Suspense
XLS Name: pct.xdrs.suspense
Description: effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the number of session detail records (SDRs) dismissed
for errors relative to the total number of SDRs
Metric Type: Ratio
Prose Ratio: # XDRs Falling into Suspense / # XDRs (2)
XLS Ratio: xdrs.suspense / xdrs.2
Numerator ID: 127
Num Prose Name: # XDRs Falling into Suspense
Num XLS Name: xdrs.suspense
Num Includes: All xDRs falling into suspense (or uncharged xDRs for pre-paid)
independent of any reason.
Num Units: Number
Denominator ID: 257
Den Prose Name: # XDRs (2)
Den XLS Name: xdrs.2
Den Includes: Total billable usage in billing cycle in question
Den Units: Number
Dimensions: By Payment Timing: Prepay, Postpay (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % xDRs Falling Into Suspense
99. % Collectable Debt Written Off, of Revenue Collected

ID: 99
Code: B-OE-3d
Prose Name: % Collectable Debt Written Off, of Revenue Collected
XLS Name: pct.collectable_debt_written_off.of.revenue.collected
Description: effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the cost of collectable debt written off for the Service
Offering, against total Service Offering revenue collected
Metric Type: Ratio
Prose Ratio: $ Collectable Debt Written Off / $ Revenue Collected
XLS Ratio: collectable_debt_written_off / revenue.collected
Numerator ID: 180
Num Prose Name: $ Collectable Debt Written Off
Num XLS Name: collectable_debt_written_off
Num Units: Currency
Denominator ID: 260
Den Prose Name: $ Revenue Collected
Den XLS Name: revenue.collected
Den Units: Currency
Government (2)
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: Yes
Legacy Name: % Collectable Debt Written Off
100. % Value of Bills Unpaid

ID: 100
Code: B-OE-3e
Prose Name: % Value of Bills Unpaid
XLS Name: pct.value.bills.unpaid

Description: cost effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the revenue leakage (separated by cause, etc), against
total billed revenue
Metric Type: Ratio
Prose Ratio: $ Value of Bills Unpaid / $ Value of Bills
XLS Ratio: value.invoices.unpaid / value.invoices
Numerator ID: 146
Num Prose Name: $ Value of Bills Unpaid
Num XLS Name: value.invoices.unpaid
Num Includes: Total value of all customer invoices unpaid at 10 days after due date
for the billing period
Num Excludes: Value of invoices paid prior to 10 days after due date. Internal or non-
customer invoices
Num Units: Currency
Denominator ID: 145
Den Prose Name: $ Value of Bills
Den XLS Name: value.invoices
Den Includes: Aggregate value of all customer invoices in the period
Den Excludes: Value of internal or non-customer invoices
Den Units: Currency
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Collections Efficiency Against Credit Terms
101. # Times Billing Suspense Files Recycled per Month

ID: 101
Code: B-OE-3f
Prose Name: # Times Billing Suspense Files Recycled per Month
XLS Name: billing_suspense_files.recycled.per.month
Description: frequency that Suspense files are re-cycled during the capture period

Prose Ratio: # Times Billing Suspense Files Recycled per Month (2) / One
XLS Ratio: billing_suspense_files.recycled.per.month.2 / special.one
Numerator ID: 125
Num Prose Name: # Times Billing Suspense Files Recycled per Month (2)
Num XLS Name: billing_suspense_files.recycled.per.month.2
Num Units: Number
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Units: Number
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: How Often Suspense Files Recycled
102. % Pre-paid Customers Erroneously Identified as Post-paid

ID: 102
Code: B-OE-3g
Prose Name: % Pre-paid Customers Erroneously Identified as Post-paid
XLS Name: pct.customers.prepaid.identified_as_postpaid
Comments: This is equivalent to the number of exceptions where Originating
Intelligent Control Key (OICK) flag in Home Location Register (HLR) was different to Billing /
Total subscribers on HLR. Note that the value of this metric is NA when the service provider
does not have any pre-paid subscribers.
Metric Type: Ratio
Prose Ratio: # Pre-paid Customers Erroneously Identified as Post-paid / #
Customers
XLS Ratio: customers.prepaid.erroneously_identified_as_postpaid / customers
Numerator ID: 111
Num Prose Name: # Pre-paid Customers Erroneously Identified as Post-paid
Num XLS Name: customers.prepaid.erroneously_identified_as_postpaid
Num Includes: Number of pre-paid subscribers who are erroneously identified as
post-paid independent of any reason
Num Units: Number
Denominator ID: 199
Den Prose Name: # Customers

Den XLS Name: customers
Den Includes: Pre-paid and post paid subscribers
Den Units: Number
Units: Percent
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: % Pre-paid Subscribers Erroneously Identified As Post-paid
103. # Hours per Pricing Change

ID: 103
Code: O-OE-2a
Prose Name: # Hours per Pricing Change
XLS Name: hours.per.pricing_change
Description: average time for pricing or tariff changes to be implemented and
deployed within the billing system during the capture period
Process Focus: Operations Support & Readiness
Topic: Time
Metric Type: Ratio
Prose Ratio: # Hours for All Pricing Changes, from Approval to Ready for Customer
Sale / # Pricing Changes
XLS Ratio: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale /
pricing_changes
Numerator ID: 195
Num Prose Name: # Hours for All Pricing Changes, from Approval to Ready for Customer
Sale
Num XLS Name: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale
Num Includes: All tariff changes completing in the period
Num Excludes: Pricing or tarriff changes requiring code changes to the billing system.
Delays due to non billing functions.
Num Units: Hour
Denominator ID: 244
Den Prose Name: # Pricing Changes
Den XLS Name: pricing_changes
Den Excludes: Pricing or tarriff changes requiring code changes to the billing system.
Den Units: Number
Dimensions: 1. By Payment Timing: Prepay, Postpay (2); 2. By Customer
Units: Hour
Decimal Places: 2
Preferred: Low
Status: Active
Unused: No
Legacy Name: Mean Duration To Implement a New Pricing Or Tariff Change
104. $ Revenue Overbilled

ID: 104
Code: G-RM-RA-RLk
Prose Name: $ Revenue Overbilled
XLS Name: revenue.overbilled
Comments: Currency needs to be adapted for IMF PPP. Similar to RA-RLj but in a
monetary value instead of Ratio.
Alternate ID: RA-RLk
Prose Ratio: $ Revenue Overbilled (2) / One
XLS Ratio: revenue.overbilled.2 / special.one
Numerator ID: 130
Num Prose Name: $ Revenue Overbilled (2)
Num XLS Name: revenue.overbilled.2
Num Includes: The detected revenue that is overbilled to the customer or to 3rd
parties
Num Units: Currency
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Amount of Revenue That Was Overbilled
105. % Cost Recovered, of Revenue

ID: 105
Code: G-RM-CA-PEa
Prose Name: % Cost Recovered, of Revenue
XLS Name: pct.cost.recovered.of.revenue

Topic: Cost Assurance - Control Efficiency
Alternate ID: CA-PEa
Metric Type: Ratio
Prose Ratio: $ Cost Leakage Detected and Recovered / $ Revenue (6)
XLS Ratio: cost.leakage.detected_and_recovered / revenue.6
Numerator ID: 270
Num Prose Name: $ Cost Leakage Detected and Recovered
Num XLS Name: cost.leakage.detected_and_recovered
Num Includes: Cost Leakage that is recovered. Costs included are OpEx costs
directly related to the delivered services. These costs will include call termination,
International/Transit termination costs, Roaming costs, content, ringtones and other direct
costs
Num Excludes: Vendor related costs such as network support and IT supplier costs
and purchasing costs in general. Costs which are not a leakage or not recovered. Costs
which are not OpEx.
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Value of Recovered Cost, as % Revenue
106. % Cost Detected and Not Recovered, of Revenue

ID: 106
Code: G-RM-CA-PEb
Prose Name: % Cost Detected and Not Recovered, of Revenue
XLS Name: pct.cost.detected_and_not_recovered.of.revenue
Topic: Cost Assurance - Control Efficiency
Alternate ID: CA-PEb
Metric Type: Ratio
Prose Ratio: $ Cost Leakage Detected and Not Recovered / $ Revenue (6)
XLS Ratio: cost.leakage.detected_and_not_recovered / revenue.6
Numerator ID: 271
Num Prose Name: $ Cost Leakage Detected and Not Recovered
Num XLS Name: cost.leakage.detected_and_not_recovered
Num Includes: Cost Leakage that is not recovered. Costs included are OpEx costs
costs.
Num Excludes: Vendor related costs such as network support and IT supplier costs
and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.
Num Units: Currency
Denominator ID: 184
Den Units: Currency
Units: Percent
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Value of Detected and Not Recovered Cost, as % Revenue
107. Net Promoter Score, Relational (NPS-R)

ID: 107
Code: CM-CE-6a
Prose Name: Net Promoter Score, Relational (NPS-R)
XLS Name: special.nps_relational
Description: Relational Net Promoter Score
Comments: Note that the relational NPS is the score measured periodically over
the lifetime of a customer. It measures the relationship, rather than the process the customer
interacted with. It is used to measure the Net Promoter Score of the overall brand/offering.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc.,
Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter Score question
asked of the customer is: How likely is it that you would recommend [your company] to a
friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please
note that this metric relates to consumer and SME customers.
Prose Ratio: Net Promoter Score, Relational (NPS-R) (2) / One

XLS Ratio: special.nps.relational.2 / special.one
Numerator ID: 280
Num Prose Name: Net Promoter Score, Relational (NPS-R) (2)
Num XLS Name: special.nps.relational.2
Num Includes: % of promoters and % of detractors according to standard NPS
definition for relational (brand based) measure
Num Excludes: Transactional NPS, collected at the end of a customer contact
Num Units: Percent
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Source: Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: Yes
Legacy Name: NPS (Relational)
108. Net Promoter Score, Transactional (NPS-T)

ID: 108
Code: CM-CE-6b
Prose Name: Net Promoter Score, Transactional (NPS-T)
XLS Name: special.nps_transactional
Description: Transactional Net Promoter Score
Comments: Note that the transactional NPS is the score measured at the end of a
transaction with a customer. It measures the process the customer interacted with. Net
Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain &
Company, Inc., and Fred Reichheld. The standard Net Promoter Score question asked of
the customer is: How likely is it that you would recommend [your company] to a friend or
colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please try to use
the modifying detail to indicate the touchpoint the score covers. Only use the no modifying
detail option if you do not differentiate transactional NPS by touchpoint. Please note that this
metric relates to consumer and SME customers.
Prose Ratio: Net Promoter Score, Transactional (NPS-T) (2) / One
XLS Ratio: special.nps.transactional.2 / special.one

Numerator ID: 283
Num Prose Name: Net Promoter Score, Transactional (NPS-T) (2)
Num XLS Name: special.nps.transactional.2
Num Includes: % of promoters and % of detractors according to standard NPS
definition for transactional measure
Num Excludes: Relational NPS, collected at intervals during a customer's lifetime with
the company, but not as a result of a customer contact
Num Units: Percent
Denominator ID: 279
Den Prose Name: One
Den Units: Number
Dimensions: 1. By Touchpoint: Fulfilment (includes sale), Use (Operation),
Assurance (problem care, support), Billing, Disengagement (move/change) (5) (Optional)
Source: Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
Units: Percent
Decimal Places: 2
Preferred: High
Status: Active
Unused: Yes
Legacy Name: NPS (Transactional)
109. # Customer Payments, by Payment Type

ID: 109
Prose Name: # Customer Payments, by Payment Type
XLS Name: customer_payments.by.payment.type
Category: Measure
Includes: Direct debit by credit card considered as direct debit.
Metric Type: Direct
Dependent Metrics: 76
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of payments by payment method
110. # Customer Payments (2)

ID: 110
Prose Name: # Customer Payments (2)
XLS Name: customer_payments.2
Category: Measure
Metric Type: Direct

Units: Number
Status: Active
Unused: No
Legacy Name: Number of payments collected
111. # Pre-paid Customers Erroneously Identified as Post-paid

ID: 111
Prose Name: # Pre-paid Customers Erroneously Identified as Post-paid
XLS Name: customers.prepaid.erroneously_identified_as_postpaid
Category: Measure
Comments: Do not submit data for this metric if the service provider does not have
any pre-paid subscribers.
Includes: Number of pre-paid subscribers who are erroneously identified as
post-paid independent of any reason
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of pre-paid subscribers who are erroneously identified as
post-paid. Do not submit data for this metric if the service provider does not have any pre-
paid subscribers.
112. # Problem Reports Closed, by Cause Type

ID: 112
Prose Name: # Problem Reports Closed, by Cause Type
XLS Name: problem_reports.closed.by.cause.type
Category: Measure
Includes: Cause types include all types covered in modifying detail #1 as
above.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of problem reports closed during period, by cause
113. # Problem Reports Closed (3)
ID: 113
Prose Name: # Problem Reports Closed (3)
XLS Name: problem_reports.closed.3
Category: Measure
Includes: Problem reports opened in a prior period
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of Problem Reports closed within period
114. # Problem Reports Actually Closed in Compliance with SLA

ID: 114
Prose Name: # Problem Reports Actually Closed in Compliance with SLA
XLS Name: problem_reports.actually_closed.within_sla
Category: Measure
Includes: Each breach for a single SLA should be counted separately.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of problems agreed as closed during period in compliance
with SLA definitions.
115. # Problem Reports Due to be Closed in Compliance with SLA

ID: 115
Prose Name: # Problem Reports Due to be Closed in Compliance with SLA
XLS Name: problem_reports.due_closed.within_sla
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of problems due to be closed in the period
116. # Problem Reports from Customers
ID: 116
Prose Name: # Problem Reports from Customers
XLS Name: problem_reports.from_customers
Category: Measure
Includes: Number of CUSTOMER reported technical and usability problems
reported for this service offering during the measurement period.
Excludes: Problems reported from non-customer sources
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of problems reported by CUSTOMERS during the
measurement period
117. # Problem Reports Resolved by Committed Date

ID: 117
Prose Name: # Problem Reports Resolved by Committed Date
XLS Name: problem_reports.resolved.committed_date
Category: Measure
Includes: Problems that were resolved during the reporting period that may
have initiated in a prior reporting period (overlap)
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of problems resolved to customer satisfaction by committed
date
118. # Problem Reports Resolved to Customer Satisfaction

ID: 118
Prose Name: # Problem Reports Resolved to Customer Satisfaction
XLS Name: problem_reports.resolved
Category: Measure
Includes: Problems that were reported AND resolved during the reporting
period
Excludes: Problems that were resolved during the reporting period that were
initiated in a prior reporting period
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of problems resolved to customer satisfaction in current
period
119. # Customer Incidents Resolved

ID: 119
Prose Name: # Customer Incidents Resolved
XLS Name: customer_incidents.resolved
Category: Measure
Includes: Resolutions completed during the reporting period. Resolutions may
Excludes: Resolutions in progress where customer contact occurred this
reporting period
Metric Type: Direct
Dependent Metrics: 56, 57
Units: Number
Status: Active
Unused: No
Legacy Name: Number of reported incidents resolved
120. # Activations Completed by Committed Date

ID: 120
Prose Name: # Activations Completed by Committed Date
XLS Name: activations.completed_by_committed_date
Category: Measure
Includes: Number of service deliveries or activations fulfilled including new
service activations, new subscribers connected
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of service deliveries or activations fulfilled before and until
committed date
121. # Service Problems Resolved (2)

ID: 121
Prose Name: # Service Problems Resolved (2)

XLS Name: service_problems.resolved.2
Category: Measure
Includes: All repairs requiring service provider action to resolve, which were
closed in the period
Excludes: Trouble tickets cleared with no fault found
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of Service Problems resolved in period
122. # Service Problems Resolved

ID: 122
Prose Name: # Service Problems Resolved
XLS Name: service_problems.resolved
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of Service Problems closed within period
123. # SLA Violations

ID: 123
Prose Name: # SLA Violations
XLS Name: sla_violations
Category: Measure
Includes: Each breach for a single SLA should be counted separately.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of SLA violation incidents
124. # Users
ID: 124
Prose Name: # Users
XLS Name: users
Category: Measure
Includes: Total number of current SO users at end of period
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of SO Users
125. # Times Billing Suspense Files Recycled per Month (2)

ID: 125
Prose Name: # Times Billing Suspense Files Recycled per Month (2)
XLS Name: billing_suspense_files.recycled.per.month.2
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of times suspense files are re-cycled per month
126. # Problem Reports Closed

ID: 126
Prose Name: # Problem Reports Closed
XLS Name: problem_reports.closed
Category: Measure
Includes: Trouble Tickets for maintenance activities
Excludes: Problems caused by customer
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of trouble tickets closed in month
127. # XDRs Falling into Suspense
ID: 127
Prose Name: # XDRs Falling into Suspense
XLS Name: xdrs.suspense
Category: Measure
Comments: For example, in the case of mobile prepaid, this includes calls, SMS
and data xDRs not charged.
Includes: All xDRs falling into suspense (or uncharged xDRs for pre-paid)
independent of any reason.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of xDRs falling into suspense (or uncharged xDRs for pre-
paid). For example, in the case of mobile prepaid, this includes calls, SMS and data xDRs not
charged
128. # XDRs Recovered, Processed and Billed After Recycling

ID: 128
Prose Name: # XDRs Recovered, Processed and Billed After Recycling
XLS Name: xdrs.recovered_and_billed
Category: Measure
Includes: recovered xDRs which were billed to end customer during the period
Excludes: Any xDRs not falling in above criteria
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of xDRs successfully recovered, processed and billed after
recycling
129. # Hours for All Orders, from Ordering to Activation, by Process Type
ID: 129
Prose Name: # Hours for All Orders, from Ordering to Activation, by Process Type
XLS Name: hours.all.orders.from.ordering.to.activation.by.process.type
Category: Measure
Comments: The expression "process block" refers to Fulfillment Meta Process
Blocks 2-5, as defined in the BMS documentation
Includes: (Aggregate process time for Fulfillment Meta Process Block for this
SO / Total number of Orders ) Separated by Detail above
Excludes: Fulfillment Meta Process Block 1, process suspension per customer

request, Time in Assurance or Customer Management processes
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Overall time from order to activation by process block ( Fulfillment
Meta Process Blocks 2-5).
130. $ Revenue Overbilled (2)

ID: 130
Prose Name: $ Revenue Overbilled (2)
XLS Name: revenue.overbilled.2
Category: Measure
Includes: The detected revenue that is overbilled to the customer or to 3rd
parties
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Overbilled revenue
131. $ Revenue Recovered (2)

ID: 131
Prose Name: $ Revenue Recovered (2)
XLS Name: revenue.leakage.recovered.2
Category: Measure
Includes: Leakage that is recovered
Excludes: Not a leakage or not recovered
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Recovered value
132. $ Revenue, by Channel Type
ID: 132
Prose Name: $ Revenue, by Channel Type
XLS Name: revenue.by.channel.type
Category: Measure
Includes: SO Revenue contribution by channel type. Separated by Detail above
Excludes: Non order related revenue, such as interest
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Revenue by channel type
133. $ Value of Account Receivables

ID: 133
Prose Name: $ Value of Account Receivables
XLS Name: value.ar
Category: Measure
Includes: (Days per period X average sales per day) - (Value of invoices paid
per period + Value of any queries per period + Value of any credits per period)
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Account receivables
134. # Hours for All Fulfillment Issues Resolved

ID: 134
Prose Name: # Hours for All Fulfillment Issues Resolved
XLS Name: hours.all.fulfillment_issues.resolved
Category: Measure
Description: Aggregate elapsed time to resolve defects and rework during Order to
Customer Acceptance for this SO
Excludes: Meta Process Block 1, Time in Assurance or Customer Management
processes
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Aggregate elapsed time to resolve defects and rework during Order
to Customer Acceptance for this SO
135. # Minutes for All Problem Reports to Service Restoration

ID: 135
Prose Name: # Minutes for All Problem Reports to Service Restoration
XLS Name: minutes.all.problem_reports.service_restoration
Category: Measure
Description: Aggregate time for all Problem Reports (opened by customer or
alarmed) to service restored
Includes: Aggregate elapsed time from Problem Report open to Problem
Report closed for this SO. Separated by Detail above
Metric Type: Direct
Units: Minute
Status: Active
Unused: No
Legacy Name: Aggregate time for all Problem Reports (opened by customer or
alarmed) to service restored
136. # Hours for All Orders, from Bill Dispatch to Cash Received
ID: 136
Prose Name: # Hours for All Orders, from Bill Dispatch to Cash Received
XLS Name: hours.all.orders.from.bill_dispatch.to.cash_received
Category: Measure
Description: Aggregate time from bill dispatch to cash received for current orders
Includes: Aggregate time for bill dispatch to cash received for current orders,
including orders from the previous period.
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Aggregate time from bill dispatch to cash received for current orders
137. # Seconds for All Customer Call Waiting Time

ID: 137
Prose Name: # Seconds for All Customer Call Waiting Time
XLS Name: seconds.all.customer_call.waiting_time
Category: Measure
Description: Aggregate time from customer request for support until CSR answers
Includes: Call center contacts (after IVR initial activities).
Excludes: All other channels: store, email, IVR
Metric Type: Direct
Units: Second
Status: Active
Unused: No
Legacy Name: Aggregate time from customer request for support until CSR answers
138. # Minutes for All Customer Request Handling

ID: 138
Prose Name: # Minutes for All Customer Request Handling
XLS Name: minutes.all.customer_request.handling
Category: Measure
Description: Aggregate time from customer request received until customer
request completion
Includes: Total elapsed calendar time.
Metric Type: Direct
Units: Minute
Status: Active
Unused: Yes
Legacy Name: Aggregate time from customer request received until customer
request completion.
139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch
ID: 139
Prose Name: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch
XLS Name: hours.all.bills.from.bill_cycle_close.to.bill_dispatch
Category: Measure
Description: Aggregate time from cycle close date until bills ready for dispatch
Includes: Total elapsed time from cycle close date until bills ready for dispatch
(processing and printing completed as needed by media). Includes time to process delayed
calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing
run activities such as QA.
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Aggregate time from cycle close date until bills ready for dispatch
140. # Hours for All Orders, from Ordering to Activation

ID: 140
Prose Name: # Hours for All Orders, from Ordering to Activation
XLS Name: hours.all.orders.from.ordering.to.activation
Category: Measure
Description: Aggregate time from Order Date to Customer Acceptance closed for
this SO
Includes: Aggregate elapsed time from order to service activation or service
delivery by total process (Meta Process Blocks 2-5)
Excludes: Meta Process Block 1, process suspension per customer request,
Time in Assurance or Customer Management processes
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Aggregate time from Order Date to Customer Acceptance closed for
this SO
141. # Hours for All Customer Payments, from Receipt to Posted in Billing
ID: 141
Prose Name: # Hours for All Customer Payments, from Receipt to Posted in Billing
XLS Name: hours.all.customer_payments.from.receipt.to.posted_in_billing
Category: Measure
Description: Aggregate time from receipt of customer payment until payment
entered into Billing System
Includes: All time from payment received until entered into Billing system. This
may include time spent with 3rd parties such as a bank
Excludes: Time spent on collections, or other processes. Time spent on non-
customer payments.
Metric Type: Direct
Units: Hour
Decimal Places: 2
Status: Active
Unused: No
Legacy Name: Aggregate time from receipt of customer payment until payment
entered into Billing System
142. # Hours for All Orders, from Activation to Bill Dispatch

ID: 142
Prose Name: # Hours for All Orders, from Activation to Bill Dispatch
XLS Name: hours.all.orders.from.activation.to.bill_dispatch
Category: Measure
Description: Aggregate time from service activation to bill dispatch for all orders
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Aggregate time from service activation to bill dispatch for all orders.
143. # Minutes for All Customer Transactions to Information Posted

ID: 143
Prose Name: # Minutes for All Customer Transactions to Information Posted
XLS Name: minutes.all.customer_transactions.to.information_posted
Category: Measure
Description: Aggregate time from transaction to information available to customer
Includes: Total time from end of transaction (e.g. call, download session, etc)
until information of transaction and rated usage are available for customer consumption
Metric Type: Direct
Units: Minute
Status: Active
Unused: Yes
Legacy Name: Aggregate time from transaction to information available to customer
144. # Hours for All Billing Processing Faults to Resolution

ID: 144
Prose Name: # Hours for All Billing Processing Faults to Resolution
XLS Name: hours.all.billing_processing_faults.to.resolution
Category: Measure
Description: Aggregate time to resolve Billing Process Outages
Comments: In Meta Process blocks (1-3)
Includes: Billing Process outages in Meta Processe Blocks (1-3) that stop bill
production. Measured from time fault is first reported until fault is corrected and process
returned to production
Excludes: Faults that degrade but do not stop billing process. Planned outages.
Collection Management Meta Process (4)
Metric Type: Direct

Units: Hour
Status: Active
Unused: No
Legacy Name: Aggregate Time to resolve Billing Process Outages in Meta Process
blocks (1-3)
145. $ Value of Bills

ID: 145
Prose Name: $ Value of Bills
XLS Name: value.invoices
Category: Measure
Description: Aggregate value of all invoices
Includes: Aggregate value of all customer invoices in the period
Excludes: Value of internal or non-customer invoices
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Aggregate value of all invoices
146. $ Value of Bills Unpaid

ID: 146
Prose Name: $ Value of Bills Unpaid
XLS Name: value.invoices.unpaid
Category: Measure
Description: Aggregate value of unpaid invoices
Includes: Total value of all customer invoices unpaid at 10 days after due date
for the billing period
Excludes: Value of invoices paid prior to 10 days after due date. Internal or non-
customer invoices
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Aggregate value of unpaid invoices
147. # Customer Requests (3)

ID: 147
Prose Name: # Customer Requests (3)
XLS Name: customer_requests.3
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: All customer contacts or requests during period
148. $ Value of Billing Charges from Previous Billing Cycle

ID: 148
Prose Name: $ Value of Billing Charges from Previous Billing Cycle
XLS Name: value.billing_charges.previous_billing_cycle
Category: Measure
Comments: i.e. occurred prior to previous cut off date
Includes: All billing cycles within period
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Amount (value) of charges that are associated with previous billing
cycle (i.e. occurred prior to previous cut off date)
149. # Days per Billing Error (2)

ID: 149
Prose Name: # Days per Billing Error (2)
XLS Name: days.all.billing_errors
Category: Measure
Includes: Errors in data collection, processing, invoicing, and distribution.
Excludes: Customer or network issues unrelated to billing.
Metric Type: Direct
Units: Day
Status: Active
Unused: Yes
Legacy Name: Average age of billing errors.
150. $ Value of Sales per Day

ID: 150
Prose Name: $ Value of Sales per Day
XLS Name: value.sales.per.day
Category: Measure
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Average sales per day during the capture period
151. # Bills with Error

ID: 151
Prose Name: # Bills with Error
XLS Name: bills.with_error
Category: Measure
Includes: Bill errors reported by customers, identified internally
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Bills found to hold an error during reporting period
152. # Activations Failed

ID: 152
Prose Name: # Activations Failed
XLS Name: activations.failed
Category: Measure
Comments: Closed or completed service activations or deliveries that failed, Re-
opened service activations or deliveries (e.g. as a result of customer complaint that service
not functioning),and Problem Reports with service activation or delivery failure reason code
Includes: Completed service activations or deliveries that do not work properly
& service activations or deliveries which can not be delivered due to technical issues.
Excludes: Installation problems that were worked around
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Closed or completed service activations or deliveries that failed, Re-
opened service activations or deliveries (e.g. as a result of customer complaint that service
not functioning),and Problem Reports with service activation or delivery failure reason cod
153. $ Cost of Fulfillment

ID: 153
Prose Name: $ Cost of Fulfillment
XLS Name: cost.fulfillment
Category: Measure
Comments: from order to activation
Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other
Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Cost of Fulfillment process from order to activation
154. $ Cost of Sales

ID: 154
Prose Name: $ Cost of Sales
XLS Name: cost.sales
Category: Measure
Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated
(Building, Power, IT,...) + Additional Costs (Advertising, ) (This includes the cost of
maintaining the systems used by this process area, but not the cost of developing the
systems. Annual product license or support charges would be included.) /Number of SO
orders. Separated by Detail above
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Cost of Sales for SO
155. $ Cost of Billing

ID: 155
Prose Name: $ Cost of Billing
XLS Name: cost.billing
Category: Measure
Includes: All costs associated with the billing meta process (blocks 1-5) from
Excludes: a) G&A expense; b) Order handling function (part of fulfillment
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Cost to bill end-customer
156. $ Cost of Collections

ID: 156
Prose Name: $ Cost of Collections
XLS Name: cost.collections
Category: Measure
Comments: Meta process block #5
Includes: Revenue collections administrative labor (salary, taxes, benefits) +
Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency
costs This includes the cost of maintaining the systems used by this process area, but not the
cost of developing the systems. Annual product license or support charges would be
included. All, separated by Detail above
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Cost to collect revenue from customers (Meta process block #5)
157. $ Cost of Billing Errors
ID: 157
Prose Name: $ Cost of Billing Errors
XLS Name: cost.billing_errors
Category: Measure
Comments: Costs involving identification, investigation, and re-processing of
invoices due to errors in data collection, processing, invoicing or distribution
Includes: Errors processing administrative labor (salary, taxes, benefits) + Other
allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation,
invoicing, distribution, ) + Any write-offs for maintaining customer relations.
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Costs involving identification, investigation, and re-processing of
invoices due to errors in data collection, processing, invoicing or distribution
158. $ Revenue Recovered and Recoverable

ID: 158
Prose Name: $ Revenue Recovered and Recoverable
XLS Name: revenue.leakage.recovered_and_recoverable
Category: Measure
Includes: The revenue that is billed or could be billed to the customer due to
Leakages discovery
Excludes: Amount Billed due to regular operational processes
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Customer Recovered and Recoverable Revenue
159. # Orders Requiring Rework, from Ordering to Activation

ID: 159
Prose Name: # Orders Requiring Rework, from Ordering to Activation
XLS Name: orders.requiring_rework.from.ordering.to.activation
Category: Measure
Includes: Total number of SO orders - number of SO orders successfully
Activation
Excludes: rework in sales
Metric Type: Direct

Units: Number
Status: Active
Unused: No
Legacy Name: Number of SO orders requiring rework from Order to Activation
160. # XDRs for Billing

ID: 160
Prose Name: # XDRs for Billing
XLS Name: xdrs.billing
Category: Measure
Includes: All xDRs received in Billing during the period
Excludes: Any not falling in above criteria (late arriving/dropped)
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of Billing xDRs
161. # Bills Issued, by Delivery Type

ID: 161
Prose Name: # Bills Issued, by Delivery Type
XLS Name: bills.issued.by.delivery.type
Category: Measure
Excludes: Web delivery in case this customer also receives a paper statement
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of bills distributed by delivery media
162. # Bills Requiring Manual Intervention

ID: 162
Prose Name: # Bills Requiring Manual Intervention
XLS Name: bills.requiring_manual_intervention
Category: Measure
Includes: Total number of bills involving intervention (planned + unplanned)
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of bills involving intervention
163. # Bills Produced (2)

ID: 163
Prose Name: # Bills Produced (2)
XLS Name: bills.produced.2
Category: Measure
Comments: Regardless of distribution method, e.g. delivery by paper & magnetic
tape counted as one bill
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of bills produced (regardless of distribution method, e.g.
delivery by paper & magnetic tape counted as one bill)
164. # Customer Calls Abandoned

ID: 164
Prose Name: # Customer Calls Abandoned
XLS Name: customer_calls.abandoned
Category: Measure
Includes: All calls abandoned proir to CSR problem resolution
Excludes: Non-call center contacts
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of calls abandoned while waiting to be served
165. # Orders Accepted by Customer
ID: 165
Prose Name: # Orders Accepted by Customer
XLS Name: orders.accepted
Category: Measure
Includes: Activation or Delivery processes started in a prior reporting period
Excludes: Activation or Delivery processes started during this reporting period
Metric Type: Direct
Dependent Metrics: 37, 49, 50
Units: Number
Status: Active
Unused: No
Legacy Name: Number of completions accepted by the customer during the
reporting period
166. # Customer Contacts, by Contact Type

ID: 166
Prose Name: # Customer Contacts, by Contact Type
XLS Name: customer_contacts.by.contact.type
Category: Measure
Includes: All contact types: inquiries, complaints, change requests
Excludes: Outbound contacts
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of contacts by detail type
167. # Customer Contacts About Re-reported Customer Incidents

ID: 167
Prose Name: # Customer Contacts About Re-reported Customer Incidents
XLS Name: customer_contacts.rereported_customer_incidents
Category: Measure
Includes: Service problems not dealt with following first report, service problems
not solved in a satisfactory way
Excludes: Re-work not triggered by customer
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of contacts regarding incident (service problem) that are
defined as re-reports (based on reason codes)
168. # Orders Failed Within 28 Days

ID: 168
Prose Name: # Orders Failed Within 28 Days
XLS Name: orders.fail_within_28_days
Category: Measure
Includes: All service failures including disruption of parts of the service
Excludes: Service failures resulting from customer actions
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of customer accepted orders that fail with in the first 28 days
169. # Customer Contacts, by Request Type

ID: 169
Prose Name: # Customer Contacts, by Request Type
XLS Name: customer_contacts.by.request.type
Category: Measure
Includes: Inbound contacts (such as phone, email, and web contacts). Billing
General category
Excludes: Outbound and store front contacts
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of customer contacts per Category
170. # Customer Contacts About Usability of Installed Service

ID: 170
Prose Name: # Customer Contacts About Usability of Installed Service
XLS Name: customer_contacts.usability_of_installed_service
Category: Measure
Includes: All customer raised usability related questions. (Note: not bounded by
a time period).
Excludes: Questions not related to service usage; such as pricing
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of customer contacts relating to usability of service that has
been installed.
171. # Customer Requests (x1000)

ID: 171
Prose Name: # Customer Requests (x1000)
XLS Name: customer_requests.x.1000
Category: Measure
General category
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of customer contacts*1,000

ID: 172
Category: Measure
Includes: Number of SO customer transactions handled in the Customer
Management Process including: a) resolved inquiries and number of Orders taken; b)
number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets
dispatched by IV
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of customer transactions for this SO
173. # Customers Included in Reconciliation

ID: 173
Prose Name: # Customers Included in Reconciliation
XLS Name: customers.included_in_reconciliation
Category: Measure
Includes: Customers who are included to reconciliation between Billing, CRM,
HLR and Provisioning IN
Excludes: Other platforms than the ones specified above
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of customers included to reconciliation
174. # Customers with SLA

ID: 174
Prose Name: # Customers with SLA
XLS Name: customers.with_sla
Category: Measure
Includes: Count of customers i.e. customer may have more than one SLA, is
still counted once
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of customers with SLAs
175. # Installations
ID: 175
Prose Name: # Installations
XLS Name: installations
Category: Measure
Includes: Number of installations (customer accepted) at different end points.
One order may have multiple installations.
Excludes: Unfulfilled orders due to cancellation etc.
Metric Type: Direct

Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of installations
176. # XDRs from Network

ID: 176
Prose Name: # XDRs from Network
XLS Name: xdrs.network
Category: Measure
Includes: All xDRs captured by Network Element during the period
Excludes: Any not falling in above criteria (late arriving/dropped)
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Number of Network xDRs
177. # Orders Accepted by Customer (2)

ID: 177
Prose Name: # Orders Accepted by Customer (2)
XLS Name: orders.accepted.2
Category: Measure
Includes: Activation or Delivery processes started in a prior reporting period
Excludes: Activation or Delivery processes started during this reporting period
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Number of orders accepted by the customer during the reporting
period
178. $ Value of Future Infrastructure Build
ID: 178
Prose Name: $ Value of Future Infrastructure Build
XLS Name: cost.future_infrastructure_build
Category: Measure
Comments: (CAPEX /expected breakeven years) + OPEX
Includes: CapEx useful to SO revenue generation (Equipment, Systems,
Software, capitalized installation labor); OpEx cost to operate new infrastructure until
breakeven
Excludes: Capitalized Operating Expenses (motor vehicles, real-estate,)
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: SO allocation of Infrastructure build ( CAPEX /expected breakeven
years) + OPEX
179. $ Capex
ID: 179
Prose Name: $ Capex
XLS Name: capex
Category: Measure
Includes: SO allocation of capital expenditures including capitalized interest.
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: SO CapEx
180. $ Collectable Debt Written Off

ID: 180
Prose Name: $ Collectable Debt Written Off
XLS Name: collectable_debt_written_off
Category: Measure
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: SO collectable debt written off in capture period
181. # Customers Acquired

ID: 181
Prose Name: # Customers Acquired
XLS Name: customers.acquired
Category: Measure
Includes: SO New customers within the month in question
Excludes: SO existing customers who have signed for new services within SO
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: SO Number of Customers Acquired
182. # Customers Lost

ID: 182
Prose Name: # Customers Lost
XLS Name: customers.lost
Category: Measure
Includes: SO Lost customers within the month in question
Excludes: Existing customers who have reduced their services for this SO
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: SO Number of Lost Customers
183. $ Operating Income

ID: 183
Prose Name: $ Operating Income
XLS Name: operating_income
Category: Measure
Includes: (SO operating revenue - SO operating expenses); also defined as
(SO EBITA)
Excludes: Taxes, interest, income from other sources, depreciation, amortization
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: SO Operating Income
184. $ Revenue (6)

ID: 184
Prose Name: $ Revenue (6)
XLS Name: revenue.6
Category: Measure
Includes: Service revenue, CPE revenue or CPE revenue allocation
Excludes: Interest income, projected revenue, and intra group charges not
Metric Type: Direct
Dependent Metrics: 1, 4, 6, 7, 13, 46, 55, 67, 105, 106
Units: Currency
Status: Active
Unused: No
Legacy Name: SO Operating revenue
185. $ Revenue (3)

ID: 185
XLS Name: revenue.3
Category: Measure
Comments: deprecated since same as "SO Operating Revenue"; the 3 metrics
using this factor have been made to use "SO Operating Revenue" instead
Metric Type: Direct
Units: Currency
Status: Deprecated
Unused: Yes
Legacy Name: SO Operating Revenues
186. $ Opex
ID: 186
Prose Name: $ Opex
XLS Name: opex
Category: Measure
Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +
Metric Type: Direct
Dependent Metrics: 3, 4, 35, 45, 66
Units: Currency
Status: Active
Unused: No
Legacy Name: SO OpEx
187. $ Revenue (5)

ID: 187
XLS Name: revenue.5
Category: Measure
Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: SO Revenue
188. $ Revenue, by Channel Type (2)

ID: 188
Prose Name: $ Revenue, by Channel Type (2)
XLS Name: revenue.by.channel.type.2
Category: Measure
Includes: SO Revenue contribution by channel type, CPE revenue allocation.
Separated by Detail above
Excludes: Non order related revenue, such as interest, Handset revenue (mobile
SO)
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: SO Revenue by channel type
189. $ Revenue, by Data Services

ID: 189
Prose Name: $ Revenue, by Data Services
XLS Name: revenue.by.data_services
Category: Measure
Includes: Revenue for data specific services, e.g. broadband
Excludes: Handset revenue (mobile SO), CPE revenue
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: SO Revenue from Data Services
190. $ Revenue, by Voice Services

ID: 190
Prose Name: $ Revenue, by Voice Services
XLS Name: revenue.by.voice_services
Category: Measure
Includes: Revenue for voice specific services, including analog and VOIP
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: SO Revenue from Voice Services
191. $ Revenue, by Bearer Service and Application Type

ID: 191
Prose Name: $ Revenue, by Bearer Service and Application Type
XLS Name: revenue.by.service_or_app.type
Category: Measure
Includes: Total SO revenue across all categories as described in the modifying
details
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: SO revenue of a specific category
192. $ Cost of SLA Management

ID: 192
Prose Name: $ Cost of SLA Management
XLS Name: cost.sla_management
Category: Measure
Includes: SLA administrative labor (salary, taxes, benefits and outsourced labor)
+ Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA
violations. This includes the cost of maintaining the systems used by this process area, but
not the cost of developing the systems. Annual product license or support charges would be
included. SLA penalties are included. All, separated by Detail above
Excludes: SO Fulfillment costs, SO Customer Management costs
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: SO SLA Costs
193. $ Revenue
ID: 193
Prose Name: $ Revenue
XLS Name: revenue
Category: Measure
Includes: Services revenue
Metric Type: Direct
Dependent Metrics: 10, 15, 16, 22
Units: Currency
Status: Active
Unused: No
Legacy Name: SP Operating Revenues
194. # Hours for All Installations Committed, Between Customer Required

and Committed Dates
ID: 194
Prose Name: # Hours for All Installations Committed, Between Customer Required
and Committed Dates
XLS Name: hours.all.installations.committed.between.crd.and.ccd
Category: Measure
Includes: Total calendar time difference between CRD and CCD when CCD is
later than CRD for all installation commitments in period. In case the CCD is earlier than CRD
the calendar time difference is defined to be 0. When no customer specified CRD, the
calendar time difference is defined to be 0.
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Sum of calendar time from Customer Required Date (CRD) to
Customer Committed Date (CCD) for all installation commitments in period (where CCD is
later than CRD).
195. # Hours for All Pricing Changes, from Approval to Ready for Customer
Sale
ID: 195
Prose Name: # Hours for All Pricing Changes, from Approval to Ready for Customer
Sale
XLS Name: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale
Category: Measure
Comments: Use TTM Pricing Change Meta Process blocks 2-3
Includes: All tariff changes completing in the period
Excludes: Pricing or tarriff changes requiring code changes to the billing system.
Delays due to non billing functions.
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Sum of elapsed calendar time from Pricing Change Approved to
Pricing Change Ready for Client Sale for all pricing changes (use TTM Pricing Change Meta
Process blocks 2-3)
196. # Months for All Revenue Recovery Cases

ID: 196
Prose Name: # Months for All Revenue Recovery Cases
XLS Name: months.all.revenue_recovery_cases

Category: Measure
Includes: Sum of recovery periods (from leakage discovered time to billed to
customer or 3rd party) of all recovered cases
Excludes: Excludes all revenue leakage cases still unrecovered.
Metric Type: Direct
Units: Month
Status: Active
Unused: Yes
Legacy Name: Sum of recovery period of all recovered revenue cases recovered in
the period . Time calculated from discovery.
197. # Hours for All Orders, from Ordering to Acceptance

ID: 197
Prose Name: # Hours for All Orders, from Ordering to Acceptance
XLS Name: hours.all.orders.fromm.ordering.to.acceptance
Category: Measure
Includes: Orders completed and accepted by customer in the reporting month.
Excludes: Presales feasibility assessments, delays due to customer.
Metric Type: Direct
Units: Hour
Status: Active
Unused: No
Legacy Name: Sum of time from order placement to customer acceptance for all
orders.
198. # Customer Requests Handled to Completion on First Call

ID: 198
Prose Name: # Customer Requests Handled to Completion on First Call
XLS Name: customer_requests.handled_to_completion_on_first_call
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: The number of first calls that were handled to completion (as logged
by the CSRs).
199. # Customers
ID: 199
Prose Name: # Customers
XLS Name: customers
Category: Measure
Includes: Pre-paid and post paid subscribers
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: The total number of subscribers in the capture period
200. # Hours for All Service Problem Resolutions, by Process Type

ID: 200
Prose Name: # Hours for All Service Problem Resolutions, by Process Type
XLS Name: hours.all.service_problem_resolutions.by.process.type
Category: Measure
Comments: Meta Blocks 1-4
Includes: Aggregate elapsed time for Meta Process Block for this SO.
Seperated by Detail above
Excludes: Meta Process Block 5 (Customer Retention Management)
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Time to resolve SO service problems by process block (Meta Blocks
1-4).
201. $ Value of Current Billing Charges

ID: 201
Prose Name: $ Value of Current Billing Charges
XLS Name: value.billing_charges.current
Category: Measure
Includes: All billing cycles within period
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Total amount charged for cycle
202. $ Revenue Billed

ID: 202
Prose Name: $ Revenue Billed
XLS Name: revenue.billed
Category: Measure
Includes: All billed revenue before write-offs, CPE revenue allocation
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total billed revenue
203. $ Cost of Assurance

ID: 203
Prose Name: $ Cost of Assurance
XLS Name: cost.assurance
Category: Measure
charges
Excludes: a) G&A expense; b) SO Fulfillment costs; c) SO Customer
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total cost of SO Assurance
204. $ Cost of Customer Management

ID: 204
Prose Name: $ Cost of Customer Management
XLS Name: cost.customer_management

Category: Measure
charges
Excludes: a) G&A expense; b) SO Fulfillment cost; c) Assurance cost; d) Billing
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total cost of SO Customer Management
205. $ Cost of Fulfillment (2)

ID: 205
Prose Name: $ Cost of Fulfillment (2)
XLS Name: cost.fulfillment.2
Category: Measure
charges
Excludes: SO Assurance costs, SO Customer Management costs
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total cost of SO Fulfillment
206. $ Cost of Stranded and Unused Assets

ID: 206
Prose Name: $ Cost of Stranded and Unused Assets
XLS Name: cost.stranded_and_unused_assets
Category: Measure
Includes: Sum of cost of all stranded and unused assets in the period
Excludes: Assets not related to individual subscribers such as shared network
assets. Only includes assets that are specific to individual subscribers (individuals or
enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes,
unused HLR/SDP records
Metric Type: Direct

Units: Currency
Status: Active
Unused: Yes
Legacy Name: Total cost of stranded and unused assets
207. # Days from Bill Cycle Close to Bill Dispatch

ID: 207
Prose Name: # Days from Bill Cycle Close to Bill Dispatch
XLS Name: days.from.bill_cycle_close.to.bill_dispatch
Category: Measure
Includes: Invoicing (Meta Process Block 4)
Excludes: Time for posting and printing
Metric Type: Direct
Units: Day
Status: Active
Unused: No
Legacy Name: Total elapsed time from bill cycle close to bills ready for display or
dispatch
208. # Minutes for All Customer Incidents, from Reported to Resolved

ID: 208
Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved
XLS Name: minutes.all.customer_incidents.from.reported.to.resolved
Category: Measure
Includes: Incident capturing, technical resolution and customer notification
Excludes: Problem Report status inquiry queries
Metric Type: Direct
Units: Minute
Status: Active
Unused: No
Legacy Name: Total elapsed time from customer incident reported until customer is
informed of resolution
209. # Hours for All Repair
ID: 209
Prose Name: # Hours for All Repair
XLS Name: hours.all.repair
Category: Measure
Includes: Total hours of reported time for repair (technician + dispatch)
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Total hours of reported time for repair
210. $ Revenue for Services Newly Fulfilled

ID: 210
Prose Name: $ Revenue for Services Newly Fulfilled
XLS Name: revenue.new
Category: Measure
Includes: All new SO revenue after discounts, CPE revenue allocation
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total new SO Revenue for the period
211. # Bills Issued

ID: 211
Prose Name: # Bills Issued
XLS Name: bills.issued
Category: Measure
Comments: deprecated since same as other metric named "Total number of bills
issued"; the 1 metrics using this factor has been made to use the other factor instead
Includes: All bills issued in either paper or electronic format
Excludes: Electronic bills that also have an associated paper bill
Metric Type: Direct
Units: Number
Status: Deprecated
Unused: Yes
Legacy Name: Total number of bills issued.
212. # Customer Contacts About Billing

ID: 212
Prose Name: # Customer Contacts About Billing
XLS Name: customer_contacts.billing
Category: Measure
Includes: Inbound contacts (such as phone, email, and web contacts), including
all billing and payment inquiries.
Excludes: Customer initiated changes: address changes, plan adjustments
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of customer initiated billing related contacts
213. # Customers (2)

ID: 213
Prose Name: # Customers (2)
XLS Name: customers.2
Category: Measure
Includes: Whole customer base
Excludes: Internal customers
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of SP customers
214. # Bill Processing Faults Resolved

ID: 214
Prose Name: # Bill Processing Faults Resolved
XLS Name: process.billing.faults.resolved
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of billing process outage resolutions
215. # Bills
ID: 215
Prose Name: # Bills
XLS Name: bills
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of bills
216. # Bills Issued (3)

ID: 216
Prose Name: # Bills Issued (3)
XLS Name: bills.issued.3
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of bills distributed
217. # Bills Issued (2)

ID: 217
Prose Name: # Bills Issued (2)
XLS Name: bills.issued.2
Category: Measure
Metric Type: Direct
Dependent Metrics: 77, 78, 83, 84, 85
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills issued
218. # Bills Paid Electronically

ID: 218
Prose Name: # Bills Paid Electronically
XLS Name: bills.paid_electronically
Category: Measure
Includes: Bills paid via home banking, automatic bank deduction, funds
transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions
Excludes: Payments by cash or check
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills paid electronically
219. # Bills Produced

ID: 219
Prose Name: # Bills Produced
XLS Name: bills.produced
Category: Measure
Includes: Total number of bills processed
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills processed
220. # Bills Produced (3)

ID: 220
Prose Name: # Bills Produced (3)
XLS Name: bills.produced.3
Category: Measure
Includes: All customer bills produced
Excludes: Bills discarded due to process or data errors
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of bills produced
221. # Bills Requiring Adjustments Initiated by Customer

ID: 221
Prose Name: # Bills Requiring Adjustments Initiated by Customer
XLS Name: bills.requiring_adjustments.customer
Category: Measure
Includes: Financial adjustments, credit notes issued
Excludes: Customer initiated changes: address changes, plan adjustments
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills requiring adjustments initiated by customer
222. # Bills Requiring Adjustments Initiated Internally

ID: 222
Prose Name: # Bills Requiring Adjustments Initiated Internally
XLS Name: bills.requiring_adjustments.internal
Category: Measure
Includes: All internal adjustments, including plan changes, address changes,
financial adjustments, credit notes issued
Excludes: All customer initiated adjustments.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills requiring adjustments initiated by internal triggers
223. # Bills Sent Electronically

ID: 223
Prose Name: # Bills Sent Electronically
XLS Name: bills.sent_electronically
Category: Measure
Excludes: Electronic bills that also have an associated paper bill
Metric Type: Direct

Units: Number
Status: Active
Unused: No
Legacy Name: Total number of bills sent electronically
224. # Activations Completed

ID: 224
Prose Name: # Activations Completed
XLS Name: activations.completed
Category: Measure
Includes: Successful & failed
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of complete service activations or deliveries
225. # Customer Contacts

ID: 225
Prose Name: # Customer Contacts
XLS Name: customer_contacts
Category: Measure
Includes: All contact types: inquiries, complaints, change requests
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of contacts
226. # Orders (2)

ID: 226
Prose Name: # Orders (2)
XLS Name: orders.2
Category: Measure
Includes: Active orders for previous period.

Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of current orders
227. # Customer Contacts (2)

ID: 227
Prose Name: # Customer Contacts (2)
XLS Name: customer_contacts.2
Category: Measure
General category
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of customer contacts
228. # Customer Payments

ID: 228
Prose Name: # Customer Payments
XLS Name: customer_payments
Category: Measure
Includes: All customer payments within period
Excludes: Internal funds transfers
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of customer payments received during the period
229. # Customer Requests
ID: 229
Prose Name: # Customer Requests
XLS Name: customer_requests
Category: Measure
Includes: All customer requests closed in period
Excludes: Open customer requests
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of customer requests

ID: 230
Category: Measure
Includes: Calls into the call centers, including outsourced call centers of the
operators.
Excludes: Calls that are dropped while they are in the queue waiting to be
answered. Customer requests that come in via other channels (e.g. store, email, IVR)
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of customer requests for the reporting period

ID: 231
Category: Measure
Includes: All customers using this SO
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of customers
232. # Customers at Start of Month

ID: 232
Prose Name: # Customers at Start of Month
XLS Name: customers.start_of_month
Category: Measure
Excludes: Customers lost in the month in question
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total Number of customers for that SO at start of month in question
233. # Customers at Start of Month (2)

ID: 233
Prose Name: # Customers at Start of Month (2)
XLS Name: customers.start_of_month.2
Category: Measure
Comments: deprecated since exactly the same as the item before; no metrics
used this factor
Includes: New customers who signed up during the month in question
Metric Type: Direct
Units: Number
Status: Deprecated
Unused: Yes
Legacy Name: Total Number of customers for that SO at start of month in question
234. # Data Records

ID: 234
Prose Name: # Data Records
XLS Name: data_records
Category: Measure
Includes: Total number of data records from all systems
Excludes: Internal or special data, as required
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of data records
235. # Fulfillment Issues

ID: 235
Prose Name: # Fulfillment Issues
XLS Name: fulfillment_issues
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of Defect and Rework incidents
236. # Orders with Errors

ID: 236
Prose Name: # Orders with Errors
XLS Name: orders.with_errors
Category: Measure
Includes: Total number of fulfillment orders (either created or revised) with
errors
Excludes: All fulfillment orders without errors or fulfillment orders with errors
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of fulfilment orders with errors
237. # Orders with Pending Error Fixes

ID: 237
Prose Name: # Orders with Pending Error Fixes
XLS Name: orders.with_pending_error_fixes
Category: Measure
Includes: Total number of fulfilment orders (either created or revised) with
errors, whose errors were not corrected in the period (outstanding)
Excludes: All fulfillment orders without errors or fulfillment orders with errors
Metric Type: Direct

Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of fulfilment orders with pending error fixes
238. # Customer Calls Inbound

ID: 238
Prose Name: # Customer Calls Inbound
XLS Name: customer_calls.inbound
Category: Measure
Includes: All inbound call center contacts
Excludes: Outbound call center contacts and non-call center contacts
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of inbound phone contacts
239. # Customer Incidents Closed

ID: 239
Prose Name: # Customer Incidents Closed
XLS Name: customer_incidents.closed
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of incidents closed during period
240. # Installations Committed

ID: 240
Prose Name: # Installations Committed
XLS Name: installations.committed
Category: Measure
Includes: All installation commitments in period

Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of installation commitments
241. # Customers Misaligned

ID: 241
Prose Name: # Customers Misaligned
XLS Name: customers.misaligned
Category: Measure
Includes: Customers who are not in sync between billing, CRM, HLR and IN
Excludes: Other platforms than the ones specified above
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of misaligned customers
242. # Data Records Misaligned

ID: 242
Prose Name: # Data Records Misaligned
XLS Name: data_records.misaligned
Category: Measure
Includes: Collective volume of data in terms of records from multiple systems,
which are misaligned
Excludes: Aligned data records
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of misaligned data records
243. # NOC FTEs Assigned to Problem Resolution
ID: 243
Prose Name: # NOC FTEs Assigned to Problem Resolution
XLS Name: noc_ftes.assigned_to_problem_resolution
Category: Measure
Comments: FTEs = Full Time Equivalent personnel
Includes: For this metric; an FTE is the equivalent of 40 hours of problem
resolution time per week.
Excludes: ALL non-problem resolution time expended by NOC personnel.
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of NOC FTEs (Full Time Equivalent personnel)
assigned to problem resolution tasks
244. # Pricing Changes

ID: 244
Prose Name: # Pricing Changes
XLS Name: pricing_changes
Category: Measure
Excludes: Pricing or tarriff changes requiring code changes to the billing system.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of pricing or tariff changes
245. # Problem Reports

ID: 245
Prose Name: # Problem Reports
XLS Name: problem_reports
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of problem reports in the period
246. # Problem Reports (2)

ID: 246
Prose Name: # Problem Reports (2)
XLS Name: problem_reports.2
Category: Measure
Excludes: Problems that initiate in a prior reporting period but achieve resolution
in this reporting period.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of problems occurring during the reporting period
247. # Problem Reports (3)

ID: 247
Prose Name: # Problem Reports (3)
XLS Name: problem_reports.3
Category: Measure
Includes: All technical and usability problems reported for this service offering
during the measurement period.
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of problems reported during the measurement period
248. # Cases of Recovered Revenue

ID: 248
Prose Name: # Cases of Recovered Revenue
XLS Name: cases.recovered_revenue
Category: Measure
Includes: All recovered revenue cases in the period
Excludes: Excludes all revenue leakage cases still unrecovered.
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of recovered revenue cases
249. # Activations
ID: 249
Prose Name: # Activations
XLS Name: activations
Category: Measure
Includes: Total number of service activations or deliveries accepted during
period
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of service activations or deliveries
250. # Activations (2)

ID: 250
Prose Name: # Activations (2)
XLS Name: activations.2
Category: Measure
Includes: Service activations that completed in this reporting period
Excludes: Service activations that fail to complete this reporting period
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of service deliveries or activations in the reporting period
251. # SLAs
ID: 251
Prose Name: # SLAs
XLS Name: slas
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of SLAs
252. # Orders
ID: 252
Prose Name: # Orders
XLS Name: orders
Category: Measure
Includes: Orders identified for rework in the current reporting period, including
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of SO orders

ID: 253
Category: Measure
Includes: Whole customer base. A customer with multiple accounts is counted
as a single customer.
Excludes: Internal or special customers, as required
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of SP customers
254. # Settlement Reports

ID: 254
Prose Name: # Settlement Reports
XLS Name: settlement_reports
Category: Measure
Includes: All SP Settlement Reports irrespective of status during the period in

question
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total Number of SP Settlement Reports
255. # Customer Transactions

ID: 255
Prose Name: # Customer Transactions
XLS Name: customer_transactions
Category: Measure
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Total number of transactions
256. # XDRs
ID: 256
Prose Name: # XDRs
XLS Name: xdrs
Category: Measure
Includes: Total number of xDRs during the period
Excludes: Any xDRs not falling in above criteria
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of xDRs
257. # XDRs (2)

ID: 257
Prose Name: # XDRs (2)
XLS Name: xdrs.2

Category: Measure
Includes: Total billable usage in billing cycle in question
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Total number of xDRs produced in the capture period
258. $ Cost of Channel

ID: 258
Prose Name: $ Cost of Channel
XLS Name: cost.channel
Category: Measure
Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated
(Building, Power, IT,...) + Additional Costs (Advertising, ) + Channel discounts
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Total SO channel cost
259. $ Revenue (2)

ID: 259
XLS Name: revenue.2
Category: Measure
Excludes: interest income, Handset revenue (mobile SO)
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Total SO operating revenue across all categories
260. $ Revenue Collected
ID: 260
Prose Name: $ Revenue Collected
XLS Name: revenue.collected
Category: Measure
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Total SO Revenue collected
261. $ Revenue (4)

ID: 261
XLS Name: revenue.4
Category: Measure
Includes: Services revenue
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Total SP Operating Revenues
262. # Hours for All Repair and Maintenance

ID: 262
Prose Name: # Hours for All Repair and Maintenance
XLS Name: hours.all.repair_and_maintenance
Category: Measure
Includes: Time for repair and maintenance (technician + dispatch)
Metric Type: Direct
Units: Hour
Status: Active
Unused: Yes
Legacy Name: Total time reported for repair and maintenance
263. # Minutes for All Contracted Service Uptime (2)

ID: 263
Prose Name: # Minutes for All Contracted Service Uptime (2)
XLS Name: minutes.all.service_uptime.contracted.2
Category: Measure
Includes: All contracted time
Excludes: Portion of time (if any) that service is not guaranteed
Metric Type: Direct
Units: Minute
Status: Active
Unused: No
Legacy Name: Total time services are contracted to be live
264. $ Revenue Unbilled and Underbilled

ID: 264
Prose Name: $ Revenue Unbilled and Underbilled
XLS Name: revenue.unbilled_and_underbilled
Category: Measure
Includes: The detected revenue that is entirely or partly not billed to the
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Unbilled and underbilled revenue
265. $ Cost of Fulfillment (3)

ID: 265
Prose Name: $ Cost of Fulfillment (3)
XLS Name: cost.fulfillment.3
Category: Measure
Comments: Meta Process Blocks 2-5
Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer
Metric Type: Direct

Units: Currency
Status: Active
Unused: No
Legacy Name: Unit Cost of fulfillment process from Order to Activation (Meta Process
Blocks 2-5) for the period
266. # Data Records Validated

ID: 266
Prose Name: # Data Records Validated
XLS Name: data_records.validated
Category: Measure
Includes: Number of records that have been validated from all the systems
Metric Type: Direct
Units: Number
Status: Active
Unused: No
Legacy Name: Validated data
267. $ Revenue Leakage Discovered and Recoverable

ID: 267
Prose Name: $ Revenue Leakage Discovered and Recoverable
XLS Name: revenue.leakage.discovered_and_recovered
Category: Measure
Includes: Leakege that is recoverable
Excludes: Not a leakage or not recoverable or already recovered in previous
period
Metric Type: Direct
Units: Currency
Status: Active
Unused: Yes
Legacy Name: Value of leakage that is discovered and recoverable
268. $ Revenue Leakage Discovered and Recoverable (2)

ID: 268
Prose Name: $ Revenue Leakage Discovered and Recoverable (2)

XLS Name: revenue.leakage.discovered_and_recovered.2
Category: Measure
Includes: Leakage that is recoverable
Excludes: Not a leakage or not recoverable or already recovered
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Value that is discovered and recoverable
269. # Settlement Reports Verified and Accepted

ID: 269
Prose Name: # Settlement Reports Verified and Accepted
XLS Name: settlement_reports.accepted
Category: Measure
Includes: SP Settlement Reports on which no dispute is outstanding
Excludes: Any reports under dispute or not accepted
Metric Type: Direct
Units: Number
Status: Active
Unused: Yes
Legacy Name: Verified and Accepted 3rd Party Settlement Reports
270. $ Cost Leakage Detected and Recovered

ID: 270
Prose Name: $ Cost Leakage Detected and Recovered
XLS Name: cost.leakage.detected_and_recovered
Category: Measure
Includes: Cost Leakage that is recovered. Costs included are OpEx costs
costs
Excludes: Vendor related costs such as network support and IT supplier costs
and purchasing costs in general. Costs which are not a leakage or not recovered. Costs
which are not OpEx.
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Detected and Recovered cost value
271. $ Cost Leakage Detected and Not Recovered

ID: 271
Prose Name: $ Cost Leakage Detected and Not Recovered
XLS Name: cost.leakage.detected_and_not_recovered
Category: Measure
Includes: Cost Leakage that is not recovered. Costs included are OpEx costs
costs.
Excludes: Vendor related costs such as network support and IT supplier costs
and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.
Metric Type: Direct
Units: Currency
Status: Active
Unused: No
Legacy Name: Detected and NOT Recovered cost value
272. # Minutes for All Actual Service Uptime

ID: 272
Prose Name: # Minutes for All Actual Service Uptime
XLS Name: minutes.all.service_uptime.actual
Category: Measure
Includes: all contracted time
Excludes: customer caused faults or customer requested outages
Metric Type: Formula
Prose Formula: (Total time services are contracted to be live - Total outage time)
XLS Formula: aggr.time.service.contracted_to_be_live - aggr.time.service.live
Units: Minute
Status: Active
Unused: No
273. # Minutes for All Contracted Service Uptime

ID: 273
Prose Name: # Minutes for All Contracted Service Uptime

XLS Name: minutes.all.service_uptime.contracted
Category: Measure
Includes: "Total time services are contracted to be live" Includes all contracted
time
Metric Type: Direct
Units: Minute
Status: Active
Unused: No
274. # Minutes for All Service Outages

ID: 274
Prose Name: # Minutes for All Service Outages
XLS Name: minutes.all.service.outages
Category: Measure
Excludes: "Total outage time" excludes customer caused faults or customer
requested outages
Metric Type: Direct
Units: Minute
Status: Active
Unused: No
275. Revenue System Uptime

ID: 275
Prose Name: Revenue System Uptime
XLS Name: special.revenue_system_uptime
Category: Measure
Prose Formula: (Revenue System Size* days in month)-(MTTR*number of trouble
tickets closed in month)
XLS Formula: special.revenue_system_size - special.mttr *
problem_reports.closed.2
Units: Day
Status: Active
Unused: No
276. Revenue System Size
ID: 276
Prose Name: Revenue System Size
XLS Name: special.revenue_system_size
Category: Measure
Comments: Revenue System Size is the total of revenue generating network units
such as live ports on DSLAMs (or equivalent), operating in a given period of time. Example:
Revenue System Size = 15,606 ports * 30 days = 468,180.00 days
Metric Type: Direct
Units: Number
Status: Active
Unused: No
277. Mean Time to Repair (MTTR)

ID: 277
Prose Name: Mean Time to Repair (MTTR)
XLS Name: special.mttr
Category: Measure
Description: average time required to repair a failed component or device
Metric Type: Direct
Units: Day
Status: Active
Unused: No
278. # Problem Reports Closed (2)

ID: 278
Prose Name: # Problem Reports Closed (2)
XLS Name: problem_reports.closed.2
Category: Measure
Comments: This was accidentally created as a duplicate of the other metric with
the same name
Metric Type: Direct
Units: Number
Status: Delete
Unused: No
279. One
ID: 279
Prose Name: One
XLS Name: special.one
Category: Measure
Description: Denominator of 1
Comments: For use in a ratio where the denominator must be 1
Metric Type: Constant
Dependent Metrics: 11, 17, 19, 90, 97, 101, 104, 107, 108
Units: Number
Status: Active
Unused: No
280. Net Promoter Score, Relational (NPS-R) (2)

ID: 280
Prose Name: Net Promoter Score, Relational (NPS-R) (2)
XLS Name: special.nps.relational.2
Category: Measure
Includes: % of promoters and % of detractors according to standard NPS
definition for relational (brand based) measure
Excludes: Transactional NPS, collected at the end of a customer contact
Prose Formula: % of promoters (9-10 in likely to recommend scale) - % or detractors
(0-6 in likely to recommend scale)
XLS Formula: pct.customers.promoters.relational -
pct.customers.detractors.relational
Units: Percent
Status: Active
Unused: Yes
281. % Customers Who Are Promoters (Relational)

ID: 281
Prose Name: % Customers Who Are Promoters (Relational)
XLS Name: pct.customers.promoters.relational
Category: Measure
Comments: A promoter is defined as 9-10 in likely to recommend scale
Includes: % of promoters according to standard NPS definition for relational
(brand based) measure
Metric Type: Direct
Units: Percent
Status: Active
Unused: Yes
282. % Customers Who Are Detractors (Relational)

ID: 282
Prose Name: % Customers Who Are Detractors (Relational)
XLS Name: pct.customers.detractors.relational
Category: Measure
Comments: A detractor is defined as 0-6 in likely to recommend scale
Includes: % of detractors according to standard NPS definition for relational
(brand based) measure
Metric Type: Direct
Units: Percent
Status: Active
Unused: Yes
283. Net Promoter Score, Transactional (NPS-T) (2)

ID: 283
Prose Name: Net Promoter Score, Transactional (NPS-T) (2)
XLS Name: special.nps.transactional.2
Category: Measure
Includes: % of promoters and % of detractors according to standard NPS
definition for transactional measure
Excludes: Relational NPS, collected at intervals during a customer's lifetime with
Prose Formula: % of promoters (9-10 in likely to recommend scale) - % or detractors
(0-6 in likely to recommend scale)
XLS Formula: pct.customers.promoters.transactional -
pct.customers.detractors.transactional
Units: Percent
Status: Active
Unused: Yes
284. % Customers Who Are Promoters (Transactional)
ID: 284
Prose Name: % Customers Who Are Promoters (Transactional)
XLS Name: pct.customers.promoters.transactional
Category: Measure
Comments: A promoter is defined as 9-10 in likely to recommend scale
Includes: % of promoters according to standard NPS definition for transactional
measure
Metric Type: Direct
Units: Percent
Status: Active
Unused: Yes
285. % Customers Who Are Detractors (Transactional)

ID: 285
Prose Name: % Customers Who Are Detractors (Transactional)
XLS Name: pct.customers.detractors.transactional
Category: Measure
Comments: A detractor is defined as 0-6 in likely to recommend scale
Includes: % of detractors according to standard NPS definition for transactional
measure
Metric Type: Direct
Units: Percent
Status: Active
Unused: Yes
3. Alternate Metric Listings

The following lists are sorted by other attributes, to allow easy searches for metrics. By then using the
ID, you can look up the metric details in the preceding section.
3.1. Business Metrics, Sorted by Metric ID (Simple List)

ID Code Name
1 G-RM-1 Profitability
2 G-RM-1b Average Revenue per User (ARPU)
3 G-RM-2 % Opex, of Capex
4 G-RM-3 % Opex, of Revenue
5 G-RM-4 % Revenue, by Bearer Service and Application Type
6 G-RM-4b % Revenue, by Voice Services
7 G-RM-4c % Revenue, by Data Services
8 G-RM-5a % Customers Acquired
9 G-RM-5b % Customers Lost
10 G-RM-RA- % Revenue Unbilled
RLb
11 G-RM-RA- $ Revenue Unbilled
RLc
12 G-RM-RA- % XDRs for Billing
RLe
13 G-RM-RA- % Cost of Stranded and Unused Assets, of Revenue
RLg
14 G-RM-RA- % Settlement Reports Accepted
RLh
15 G-RM-RA-RLj % Revenue Overbilled
16 G-RM-RA- % Revenue Recovered
PEa
17 G-RM-RA- $ Revenue Recovered
PEb
18 G-RM-RA- % Revenue Recoverable
PEc
19 G-RM-RA- $ Revenue Recoverable
PEd
20 G-RM-RA- # Days per Revenue Recovery Case
PEe
21 G-RM-RA-PEf % XDRs Successfully Recovered and Billed After Recycling
22 G-RM-RA- % Revenue Recovered and Recoverable
PEg
23 G-RM-RA- % Data Records Validated
DQa
24 G-RM-RA- % Customers Reconciled
DQb
25 G-RM-RA- % Data Records Misaligned
DQc
26 G-RM-RA- % Customers Misaligned
DQd
27 CM-CE-1 % Customer Contacts Received, by Channel Type
28 CM-CE-2a Average Hold Time
29 CM-CE-2b Average Handle Time
30 CM-CE-2c First Call Resolution (FCR)
31 CM-CE-3a # Customer Requests (x1000) per Customer
32 CM-CE-3b % Customer Requests Received, by Request Type
33 CM-CE-5 % Customer Calls Abandoned
34 CM-OE-1a % Cost of Customer Management, of Revenue
35 CM-OE-1b % Cost of Customer Management, of Opex
36 CM-OE-1f $ Cost of Customer Management per Customer Request
37 F-CE-2a # Hours per Order, from Ordering to Acceptance
38 F-CE-2b # Hours per Installation Committed, Between Customer Required and
Committed Dates
39 F-CE-2c % Orders Delivered by Committed Date
40 F-CE-3 # Customer Contacts About Usability of Installed Service per Activation
41 F-CE-4 % Activations Failed
42 F-CE-4b % Orders Failed With 28 Days
43 F-OE-1a % Cost of Fulfillment, of New Revenue
44 F-OE-1b % Cost of Sales, of Revenue
45 F-OE-1c % Cost of Fulfillment, of Opex
46 F-OE-1d % Revenue, by Channel Type
47 F-OE-1e % Revenue, of Operating Cost, by Channel Type
48 F-OE-1f $ Cost of Fulfillment per Installation
49 F-OE-2a # Hours per Order, from Ordering to Activation
50 F-OE-2b # Hours per Order, from Ordering to Activation, by Process Type
51 F-OE-3a % Orders Requiring Rework, by Cause Type
52 F-OE-3b # Hours per Fulfillment Issue
53 F-OE-3c % Orders Requiring Rework
54 F-OE-3d % Orders Pending Error Fix
55 F-OE-6 % Cost of Future Infrastructure Build, of Revenue
56 A-CE-2a # Minutes per Customer Incident Resolution, by Severity Type
57 A-CE-2b # Minutes per Customer Incident Resolution, by Customer Type
58 A-CE-2c % Problem Reports Resolved by Due Date
59 A-CE-4a % Customer Incidents Reported More than Once
60 A-CE-4b % Customers with SLA
61 A-CE-4c % Problem Reports from Customers
62 A-CE-5 Service Availability
63 A-CE-6a # SLA Violations per SLA
64 A-CE-6b % Problem Reports Resolved Within SLA Time Requirements
65 A-OE-1a % Cost of Assurance, of Revenue
66 A-OE-1b % Cost of Assurance, of Opex
67 A-OE-1c % Cost of SLA Management, of Revenue
68 A-OE-1f $ Cost of Assurance per Service Problem Resolved
69 A-OE-2a # Minutes per Service Problem Resolution
70 A-OE-2b # Hours per Service Problem Resolution, by Process Type
71 A-OE-3a % Problem Reports, by Cause Type
72 A-OE-3b % Assurance Time for Repair
73 A-OE-3c Mean Time Between Failures (MTBF)
74 A-OE-6a # Problem Reports per NOC FTE
75 B-CE-1a % Bills Delivered, by Delivery Type
76 B-CE-1b % Customer Payments, by Payment Type
77 B-CE-1c % Bills Issued Electronically
78 B-CE-1d % Customer Payments Received Electronically
79 B-CE-2a # Minutes per Customer Transaction
80 B-CE-2b # Hours per Bill, from Bill Cycle Close to Bill Dispatch
81 B-CE-4a % Value of Billing Charges from Previous Cycle
82 B-CE-4c % Bills Inaccurate
83 B-CE-4d % Bills Adjusted
84 B-CE-4e # Customer Contacts About Billing per Bill
85 B-CE-4f % Bills Adjusted Internally
86 B-OE-1a % Cost of Billing, of Revenue Billed
87 B-OE-1b % Bills Requiring Manual Intervention
88 B-OE-1c % Cost of Collections, of Revenue Billed
89 B-OE-1f $ Cost of Billing per Bill
90 B-OE-2a # Days to Prepare Bills
91 B-OE-2b Days Sales Outstanding (DSO)
92 B-OE-2c # Hours per Order, from Activation to Bill Dispatch
93 B-OE-2d # Hours per Order, from Bill Dispatch to Cash Received
94 B-OE-2e # Hours per Customer Payment, from Receipt to Posted in Billing
95 B-OE-2f # Hours per Bill Processing Fault Resolution
96 B-OE-3a % Cost of Billing Errors, of Revenue Billed
97 B-OE-3b # Days per Billing Error
98 B-OE-3c % XDRs Falling into Suspense
99 B-OE-3d % Collectable Debt Written Off, of Revenue Collected
10 B-OE-3e % Value of Bills Unpaid
0
10 B-OE-3f # Times Billing Suspense Files Recycled per Month
1
10 B-OE-3g % Pre-paid Customers Erroneously Identified as Post-paid
2
10 O-OE-2a # Hours per Pricing Change
3
10 G-RM-RA- $ Revenue Overbilled
4 RLk
10 G-RM-CA- % Cost Recovered, of Revenue
5 PEa
10 G-RM-CA- % Cost Detected and Not Recovered, of Revenue
6 PEb
10 CM-CE-6a Net Promoter Score, Relational (NPS-R)
7
10 CM-CE-6b Net Promoter Score, Transactional (NPS-T)
8
10 # Customer Payments, by Payment Type
9
11 # Customer Payments (2)
0
11 # Pre-paid Customers Erroneously Identified as Post-paid
1
11 # Problem Reports Closed, by Cause Type
2
11 # Problem Reports Closed (3)
3
11 # Problem Reports Actually Closed in Compliance with SLA
4
11 # Problem Reports Due to be Closed in Compliance with SLA
5
11 # Problem Reports from Customers
6
11 # Problem Reports Resolved by Committed Date
7
11 # Problem Reports Resolved to Customer Satisfaction
8
11 # Customer Incidents Resolved
9
12 # Activations Completed by Committed Date
0
12 # Service Problems Resolved (2)
1
12 # Service Problems Resolved
2
12 # SLA Violations
3
12 # Users
4
12 # Times Billing Suspense Files Recycled per Month (2)
5
12 # Problem Reports Closed
6
12 # XDRs Falling into Suspense
7
12 # XDRs Recovered, Processed and Billed After Recycling
8
12 # Hours for All Orders, from Ordering to Activation, by Process Type
9
13 $ Revenue Overbilled (2)
0
13 $ Revenue Recovered (2)
1
13 $ Revenue, by Channel Type
2
13 $ Value of Account Receivables
3
13 # Hours for All Fulfillment Issues Resolved
4
13 # Minutes for All Problem Reports to Service Restoration
5
13 # Hours for All Orders, from Bill Dispatch to Cash Received
6
13 # Seconds for All Customer Call Waiting Time
7
13 # Minutes for All Customer Request Handling
8
13 # Hours for All Bills, from Bill Cycle Close to Bill Dispatch
9
14 # Hours for All Orders, from Ordering to Activation
0
14 # Hours for All Customer Payments, from Receipt to Posted in Billing
1
14 # Hours for All Orders, from Activation to Bill Dispatch
2
14 # Minutes for All Customer Transactions to Information Posted
3
14 # Hours for All Billing Processing Faults to Resolution
4
14 $ Value of Bills
5
14 $ Value of Bills Unpaid
6
14 # Customer Requests (3)
7
14 $ Value of Billing Charges from Previous Billing Cycle
8
14 # Days per Billing Error (2)
9
15 $ Value of Sales per Day
0
15 # Bills with Error
1
15 # Activations Failed
2
15 $ Cost of Fulfillment
3
15 $ Cost of Sales
4
15 $ Cost of Billing
5
15 $ Cost of Collections
6
15 $ Cost of Billing Errors
7
15 $ Revenue Recovered and Recoverable
8
15 # Orders Requiring Rework, from Ordering to Activation
9
16 # XDRs for Billing
0
16 # Bills Issued, by Delivery Type
1
16 # Bills Requiring Manual Intervention
2
16 # Bills Produced (2)
3
16 # Customer Calls Abandoned
4
16 # Orders Accepted by Customer
5
16 # Customer Contacts, by Contact Type
6
16 # Customer Contacts About Re-reported Customer Incidents
7
16 # Orders Failed Within 28 Days
8
16 # Customer Contacts, by Request Type
9
17 # Customer Contacts About Usability of Installed Service
0
17 # Customer Requests (x1000)
1
2
17 # Customers Included in Reconciliation
3
17 # Customers with SLA
4
17 # Installations
5
17 # XDRs from Network
6
17 # Orders Accepted by Customer (2)
7
17 $ Value of Future Infrastructure Build
8
17 $ Capex
9
18 $ Collectable Debt Written Off
0
18 # Customers Acquired
1
18 # Customers Lost
2
18 $ Operating Income
3
18 $ Revenue (6)
4
18 $ Revenue (3)
5
18 $ Opex
6
18 $ Revenue (5)
7
18 $ Revenue, by Channel Type (2)
8
18 $ Revenue, by Data Services
9
19 $ Revenue, by Voice Services
0
19 $ Revenue, by Bearer Service and Application Type
1
19 $ Cost of SLA Management
2
19 $ Revenue
3
19 # Hours for All Installations Committed, Between Customer Required and
4 Committed Dates
19 # Hours for All Pricing Changes, from Approval to Ready for Customer Sale
5
19 # Months for All Revenue Recovery Cases
6
19 # Hours for All Orders, from Ordering to Acceptance
7
19 # Customer Requests Handled to Completion on First Call
8
19 # Customers
9
20 # Hours for All Service Problem Resolutions, by Process Type
0
20 $ Value of Current Billing Charges
1
20 $ Revenue Billed
2
20 $ Cost of Assurance
3
20 $ Cost of Customer Management
4
20 $ Cost of Fulfillment (2)
5
20 $ Cost of Stranded and Unused Assets
6
20 # Days from Bill Cycle Close to Bill Dispatch
7
20 # Minutes for All Customer Incidents, from Reported to Resolved
8
20 # Hours for All Repair
9
21 $ Revenue for Services Newly Fulfilled
0
21 # Bills Issued
1
21 # Customer Contacts About Billing
2
21 # Customers (2)
3
21 # Bill Processing Faults Resolved
4
21 # Bills
5
21 # Bills Issued (3)
6
21 # Bills Issued (2)
7
21 # Bills Paid Electronically
8
21 # Bills Produced
9
22 # Bills Produced (3)
0
22 # Bills Requiring Adjustments Initiated by Customer
1
22 # Bills Requiring Adjustments Initiated Internally
2
22 # Bills Sent Electronically
3
22 # Activations Completed
4
22 # Customer Contacts
5
22 # Orders (2)
6
22 # Customer Contacts (2)
7
22 # Customer Payments
8
22 # Customer Requests
9
0
23 # Customers (3)
1
23 # Customers at Start of Month
2
23 # Customers at Start of Month (2)
3
23 # Data Records
4
23 # Fulfillment Issues
5
23 # Orders with Errors
6
23 # Orders with Pending Error Fixes
7
23 # Customer Calls Inbound
8
23 # Customer Incidents Closed
9
24 # Installations Committed
0
24 # Customers Misaligned
1
24 # Data Records Misaligned
2
24 # NOC FTEs Assigned to Problem Resolution
3
24 # Pricing Changes
4
24 # Problem Reports
5
24 # Problem Reports (2)
6
24 # Problem Reports (3)
7
24 # Cases of Recovered Revenue
8
24 # Activations
9
25 # Activations (2)
0
25 # SLAs
1
25 # Orders
2
25 # Customers (4)
3
25 # Settlement Reports
4
25 # Customer Transactions
5
25 # XDRs
6
25 # XDRs (2)
7
25 $ Cost of Channel
8
25 $ Revenue (2)
9
26 $ Revenue Collected
0
26 $ Revenue (4)
1
26 # Hours for All Repair and Maintenance
2
26 # Minutes for All Contracted Service Uptime (2)
3
26 $ Revenue Unbilled and Underbilled
4
26 $ Cost of Fulfillment (3)
5
26 # Data Records Validated
6
26 $ Revenue Leakage Discovered and Recoverable
7
26 $ Revenue Leakage Discovered and Recoverable (2)
8
26 # Settlement Reports Verified and Accepted
9
27 $ Cost Leakage Detected and Recovered
0
27 $ Cost Leakage Detected and Not Recovered
1
27 # Minutes for All Actual Service Uptime
2
27 # Minutes for All Contracted Service Uptime
3
27 # Minutes for All Service Outages
4
27 Revenue System Uptime
5
27 Revenue System Size
6
27 Mean Time to Repair (MTTR)
7
27 # Problem Reports Closed (2)
8
27 One
9
28 Net Promoter Score, Relational (NPS-R) (2)
0
28 % Customers Who Are Promoters (Relational)
1
28 % Customers Who Are Detractors (Relational)
2
28 Net Promoter Score, Transactional (NPS-T) (2)
3
28 % Customers Who Are Promoters (Transactional)
4
28 % Customers Who Are Detractors (Transactional)
5
3.2. Business Metrics, Sorted by Metric Code

Code ID Name
A-CE-2a 56 # Minutes per Customer Incident Resolution, by Severity Type
A-CE-2b 57 # Minutes per Customer Incident Resolution, by Customer Type
A-CE-2c 58 % Problem Reports Resolved by Due Date
A-CE-4a 59 % Customer Incidents Reported More than Once
A-CE-4b 60 % Customers with SLA
A-CE-4c 61 % Problem Reports from Customers
A-CE-5 62 Service Availability
A-CE-6a 63 # SLA Violations per SLA
A-CE-6b 64 % Problem Reports Resolved Within SLA Time Requirements
A-OE-1a 65 % Cost of Assurance, of Revenue
A-OE-1b 66 % Cost of Assurance, of Opex
A-OE-1c 67 % Cost of SLA Management, of Revenue
A-OE-1f 68 $ Cost of Assurance per Service Problem Resolved
A-OE-2a 69 # Minutes per Service Problem Resolution
A-OE-2b 70 # Hours per Service Problem Resolution, by Process Type
A-OE-3a 71 % Problem Reports, by Cause Type
A-OE-3b 72 % Assurance Time for Repair
A-OE-3c 73 Mean Time Between Failures (MTBF)
A-OE-6a 74 # Problem Reports per NOC FTE
B-CE-1a 75 % Bills Delivered, by Delivery Type
B-CE-1b 76 % Customer Payments, by Payment Type
B-CE-1c 77 % Bills Issued Electronically
B-CE-1d 78 % Customer Payments Received Electronically
B-CE-2a 79 # Minutes per Customer Transaction
B-CE-2b 80 # Hours per Bill, from Bill Cycle Close to Bill Dispatch
B-CE-4a 81 % Value of Billing Charges from Previous Cycle
B-CE-4c 82 % Bills Inaccurate
B-CE-4d 83 % Bills Adjusted
B-CE-4e 84 # Customer Contacts About Billing per Bill
B-CE-4f 85 % Bills Adjusted Internally
B-OE-1a 86 % Cost of Billing, of Revenue Billed
B-OE-1b 87 % Bills Requiring Manual Intervention
B-OE-1c 88 % Cost of Collections, of Revenue Billed
B-OE-1f 89 $ Cost of Billing per Bill
B-OE-2a 90 # Days to Prepare Bills
B-OE-2b 91 Days Sales Outstanding (DSO)
B-OE-2c 92 # Hours per Order, from Activation to Bill Dispatch
B-OE-2d 93 # Hours per Order, from Bill Dispatch to Cash Received
B-OE-2e 94 # Hours per Customer Payment, from Receipt to Posted in Billing
B-OE-2f 95 # Hours per Bill Processing Fault Resolution
B-OE-3a 96 % Cost of Billing Errors, of Revenue Billed
B-OE-3b 97 # Days per Billing Error
B-OE-3c 98 % XDRs Falling into Suspense
B-OE-3d 99 % Collectable Debt Written Off, of Revenue Collected
B-OE-3e 10 % Value of Bills Unpaid
0
B-OE-3f 10 # Times Billing Suspense Files Recycled per Month
1
B-OE-3g 10 % Pre-paid Customers Erroneously Identified as Post-paid
2
CM-CE-1 27 % Customer Contacts Received, by Channel Type
CM-CE-2a 28 Average Hold Time
CM-CE-2b 29 Average Handle Time
CM-CE-2c 30 First Call Resolution (FCR)
CM-CE-3a 31 # Customer Requests (x1000) per Customer
CM-CE-3b 32 % Customer Requests Received, by Request Type
CM-CE-5 33 % Customer Calls Abandoned
CM-CE-6a 10 Net Promoter Score, Relational (NPS-R)
7
CM-CE-6b 10 Net Promoter Score, Transactional (NPS-T)
8
CM-OE-1a 34 % Cost of Customer Management, of Revenue
CM-OE-1b 35 % Cost of Customer Management, of Opex
CM-OE-1f 36 $ Cost of Customer Management per Customer Request
F-CE-2a 37 # Hours per Order, from Ordering to Acceptance
F-CE-2b 38 # Hours per Installation Committed, Between Customer Required and Committed
Dates
F-CE-2c 39 % Orders Delivered by Committed Date
F-CE-3 40 # Customer Contacts About Usability of Installed Service per Activation
F-CE-4 41 % Activations Failed
F-CE-4b 42 % Orders Failed With 28 Days
F-OE-1a 43 % Cost of Fulfillment, of New Revenue
F-OE-1b 44 % Cost of Sales, of Revenue
F-OE-1c 45 % Cost of Fulfillment, of Opex
F-OE-1d 46 % Revenue, by Channel Type
F-OE-1e 47 % Revenue, of Operating Cost, by Channel Type
F-OE-1f 48 $ Cost of Fulfillment per Installation
F-OE-2a 49 # Hours per Order, from Ordering to Activation
F-OE-2b 50 # Hours per Order, from Ordering to Activation, by Process Type
F-OE-3a 51 % Orders Requiring Rework, by Cause Type
F-OE-3b 52 # Hours per Fulfillment Issue
F-OE-3c 53 % Orders Requiring Rework
F-OE-3d 54 % Orders Pending Error Fix
F-OE-6 55 % Cost of Future Infrastructure Build, of Revenue
G-RM-1 1 Profitability
G-RM-1b 2 Average Revenue per User (ARPU)
G-RM-2 3 % Opex, of Capex
G-RM-3 4 % Opex, of Revenue
G-RM-4 5 % Revenue, by Bearer Service and Application Type
G-RM-4b 6 % Revenue, by Voice Services
G-RM-4c 7 % Revenue, by Data Services
G-RM-5a 8 % Customers Acquired
G-RM-5b 9 % Customers Lost
G-RM-CA- 10 % Cost Recovered, of Revenue
PEa 5
G-RM-CA- 10 % Cost Detected and Not Recovered, of Revenue
PEb 6
G-RM-RA- 23 % Data Records Validated
DQa
G-RM-RA- 24 % Customers Reconciled
DQb
G-RM-RA- 25 % Data Records Misaligned
DQc
G-RM-RA- 26 % Customers Misaligned
DQd
G-RM-RA- 16 % Revenue Recovered
PEa
G-RM-RA- 17 $ Revenue Recovered
PEb
G-RM-RA- 18 % Revenue Recoverable
PEc
G-RM-RA- 19 $ Revenue Recoverable
PEd
G-RM-RA- 20 # Days per Revenue Recovery Case
PEe
G-RM-RA-PEf 21 % XDRs Successfully Recovered and Billed After Recycling
G-RM-RA- 22 % Revenue Recovered and Recoverable
PEg
G-RM-RA- 10 % Revenue Unbilled
RLb
G-RM-RA- 11 $ Revenue Unbilled
RLc
G-RM-RA- 12 % XDRs for Billing
RLe
G-RM-RA- 13 % Cost of Stranded and Unused Assets, of Revenue
RLg
G-RM-RA- 14 % Settlement Reports Accepted
RLh
G-RM-RA-RLj 15 % Revenue Overbilled
G-RM-RA- 10 $ Revenue Overbilled
RLk 4
O-OE-2a 10 # Hours per Pricing Change
3
3.3. Business Metrics, Sorted by Metric Name

Name Code ID
# Activations 24
9
# Activations (2) 25
0
# Activations Completed 22
4
# Activations Completed by Committed Date 12
0
# Activations Failed 15
2
# Bill Processing Faults Resolved 21
4
# Bills 21
5
# Bills Issued 21
1
# Bills Issued (2) 21
7
# Bills Issued (3) 21
6
# Bills Issued, by Delivery Type 16
1
# Bills Paid Electronically 21
8
# Bills Produced 21
9
# Bills Produced (2) 16
3
# Bills Produced (3) 22
0
# Bills Requiring Adjustments Initiated by Customer 22
1
# Bills Requiring Adjustments Initiated Internally 22
2
# Bills Requiring Manual Intervention 16
2
# Bills Sent Electronically 22
3
# Bills with Error 15
1
# Cases of Recovered Revenue 24
8
# Customer Calls Abandoned 16
4
# Customer Calls Inbound 23
8
# Customer Contacts 22
5
# Customer Contacts (2) 22
7
# Customer Contacts About Billing 21
2
# Customer Contacts About Billing per Bill B-CE-4e 84
# Customer Contacts About Re-reported Customer Incidents 16
7
# Customer Contacts About Usability of Installed Service 17
0
# Customer Contacts About Usability of Installed Service per Activation F-CE-3 40
# Customer Contacts, by Contact Type 16
6
# Customer Contacts, by Request Type 16
9
# Customer Incidents Closed 23
9
# Customer Incidents Resolved 11
9
# Customer Payments 22
8
# Customer Payments (2) 11
0
# Customer Payments, by Payment Type 10
9
# Customer Requests 22
9
# Customer Requests (2) 23
0
7
2
# Customer Requests (x1000) 17
1
# Customer Requests (x1000) per Customer CM-CE-3a 31
# Customer Requests Handled to Completion on First Call 19
8
# Customer Transactions 25
5
# Customers 19
9
# Customers (2) 21
3
# Customers (3) 23
1
# Customers (4) 25
3
# Customers Acquired 18
1
# Customers at Start of Month 23
2
# Customers at Start of Month (2) 23
3
# Customers Included in Reconciliation 17
3
# Customers Lost 18
2
# Customers Misaligned 24
1
# Customers with SLA 17
4
# Data Records 23
4
# Data Records Misaligned 24
2
# Data Records Validated 26
6
# Days from Bill Cycle Close to Bill Dispatch 20
7
# Days per Billing Error B-OE-3b 97
# Days per Billing Error (2) 14
9
# Days per Revenue Recovery Case G-RM-RA-PEe 20
# Days to Prepare Bills B-OE-2a 90
# Fulfillment Issues 23
5
# Hours for All Billing Processing Faults to Resolution 14
4
# Hours for All Bills, from Bill Cycle Close to Bill Dispatch 13
9
# Hours for All Customer Payments, from Receipt to Posted in Billing 14
1
# Hours for All Fulfillment Issues Resolved 13
4
# Hours for All Installations Committed, Between Customer Required and 19
Committed Dates 4
# Hours for All Orders, from Activation to Bill Dispatch 14
2
# Hours for All Orders, from Bill Dispatch to Cash Received 13
6
# Hours for All Orders, from Ordering to Acceptance 19
7
# Hours for All Orders, from Ordering to Activation 14
0
# Hours for All Orders, from Ordering to Activation, by Process Type 12
9
# Hours for All Pricing Changes, from Approval to Ready for Customer Sale 19
5
# Hours for All Repair 20
9
# Hours for All Repair and Maintenance 26
2
# Hours for All Service Problem Resolutions, by Process Type 20
0
# Hours per Bill Processing Fault Resolution B-OE-2f 95
# Hours per Bill, from Bill Cycle Close to Bill Dispatch B-CE-2b 80
# Hours per Customer Payment, from Receipt to Posted in Billing B-OE-2e 94
# Hours per Fulfillment Issue F-OE-3b 52
# Hours per Installation Committed, Between Customer Required and F-CE-2b 38
Committed Dates
# Hours per Order, from Activation to Bill Dispatch B-OE-2c 92
# Hours per Order, from Bill Dispatch to Cash Received B-OE-2d 93
# Hours per Order, from Ordering to Acceptance F-CE-2a 37
# Hours per Order, from Ordering to Activation F-OE-2a 49
# Hours per Order, from Ordering to Activation, by Process Type F-OE-2b 50
# Hours per Pricing Change O-OE-2a 10
3
# Hours per Service Problem Resolution, by Process Type A-OE-2b 70
# Installations 17
5
# Installations Committed 24
0
# Minutes for All Actual Service Uptime 27
2
# Minutes for All Contracted Service Uptime 27
3
# Minutes for All Contracted Service Uptime (2) 26
3
# Minutes for All Customer Incidents, from Reported to Resolved 20
8
# Minutes for All Customer Request Handling 13
8
# Minutes for All Customer Transactions to Information Posted 14
3
# Minutes for All Problem Reports to Service Restoration 13
5
# Minutes for All Service Outages 27
4
# Minutes per Customer Incident Resolution, by Customer Type A-CE-2b 57
# Minutes per Customer Incident Resolution, by Severity Type A-CE-2a 56
# Minutes per Customer Transaction B-CE-2a 79
# Minutes per Service Problem Resolution A-OE-2a 69
# Months for All Revenue Recovery Cases 19
6
# NOC FTEs Assigned to Problem Resolution 24
3
# Orders 25
2
# Orders (2) 22
6
# Orders Accepted by Customer 16
5
# Orders Accepted by Customer (2) 17
7
# Orders Failed Within 28 Days 16
8
# Orders Requiring Rework, from Ordering to Activation 15
9
# Orders with Errors 23
6
# Orders with Pending Error Fixes 23
7
# Pre-paid Customers Erroneously Identified as Post-paid 11
1
# Pricing Changes 24
4
# Problem Reports 24
5
# Problem Reports (2) 24
6
# Problem Reports (3) 24
7
# Problem Reports Actually Closed in Compliance with SLA 11
4
# Problem Reports Closed 12
6
# Problem Reports Closed (2) 27
8
# Problem Reports Closed (3) 11
3
# Problem Reports Closed, by Cause Type 11
2
# Problem Reports Due to be Closed in Compliance with SLA 11
5
# Problem Reports from Customers 11
6
# Problem Reports per NOC FTE A-OE-6a 74
# Problem Reports Resolved by Committed Date 11
7
# Problem Reports Resolved to Customer Satisfaction 11
8
# Seconds for All Customer Call Waiting Time 13
7
# Service Problems Resolved 12
2
# Service Problems Resolved (2) 12
1
# Settlement Reports 25
4
# Settlement Reports Verified and Accepted 26
9
# SLA Violations 12
3
# SLA Violations per SLA A-CE-6a 63
# SLAs 25
1
# Times Billing Suspense Files Recycled per Month B-OE-3f 10
1
# Times Billing Suspense Files Recycled per Month (2) 12
5
# Users 12
4
# XDRs 25
6
# XDRs (2) 25
7
# XDRs Falling into Suspense 12
7
# XDRs for Billing 16
0
# XDRs from Network 17
6
# XDRs Recovered, Processed and Billed After Recycling 12
8
$ Capex 17
9
$ Collectable Debt Written Off 18
0
$ Cost Leakage Detected and Not Recovered 27
1
$ Cost Leakage Detected and Recovered 27
0
$ Cost of Assurance 20
3
$ Cost of Assurance per Service Problem Resolved A-OE-1f 68
$ Cost of Billing 15
5
$ Cost of Billing Errors 15
7
$ Cost of Billing per Bill B-OE-1f 89
$ Cost of Channel 25
8
$ Cost of Collections 15
6
$ Cost of Customer Management 20
4
$ Cost of Customer Management per Customer Request CM-OE-1f 36
$ Cost of Fulfillment 15
3
$ Cost of Fulfillment (2) 20
5
$ Cost of Fulfillment (3) 26
5
$ Cost of Fulfillment per Installation F-OE-1f 48
$ Cost of Sales 15
4
$ Cost of SLA Management 19
2
$ Cost of Stranded and Unused Assets 20
6
$ Operating Income 18
3
$ Opex 18
6
$ Revenue 19
3
$ Revenue (2) 25
9
$ Revenue (3) 18
5
$ Revenue (4) 26
1
$ Revenue (5) 18
7
$ Revenue (6) 18
4
$ Revenue Billed 20
2
$ Revenue Collected 26
0
$ Revenue for Services Newly Fulfilled 21
0
$ Revenue Leakage Discovered and Recoverable 26
7
$ Revenue Leakage Discovered and Recoverable (2) 26
8
$ Revenue Overbilled G-RM-RA-RLk 10
4
$ Revenue Overbilled (2) 13
0
$ Revenue Recoverable G-RM-RA-PEd 19
$ Revenue Recovered G-RM-RA-PEb 17
$ Revenue Recovered (2) 13
1
$ Revenue Recovered and Recoverable 15
8
$ Revenue Unbilled G-RM-RA-RLc 11
$ Revenue Unbilled and Underbilled 26
4
$ Revenue, by Bearer Service and Application Type 19
1
$ Revenue, by Channel Type 13
2
$ Revenue, by Channel Type (2) 18
8
$ Revenue, by Data Services 18
9
$ Revenue, by Voice Services 19
0
$ Value of Account Receivables 13
3
$ Value of Billing Charges from Previous Billing Cycle 14
8
$ Value of Bills 14
5
$ Value of Bills Unpaid 14
6
$ Value of Current Billing Charges 20
1
$ Value of Future Infrastructure Build 17
8
$ Value of Sales per Day 15
0
% Activations Failed F-CE-4 41
% Assurance Time for Repair A-OE-3b 72
% Bills Adjusted B-CE-4d 83
% Bills Adjusted Internally B-CE-4f 85
% Bills Delivered, by Delivery Type B-CE-1a 75
% Bills Inaccurate B-CE-4c 82
% Bills Issued Electronically B-CE-1c 77
% Bills Requiring Manual Intervention B-OE-1b 87
% Collectable Debt Written Off, of Revenue Collected B-OE-3d 99
% Cost Detected and Not Recovered, of Revenue G-RM-CA-PEb 10
6
% Cost of Assurance, of Opex A-OE-1b 66
% Cost of Assurance, of Revenue A-OE-1a 65
% Cost of Billing Errors, of Revenue Billed B-OE-3a 96
% Cost of Billing, of Revenue Billed B-OE-1a 86
% Cost of Collections, of Revenue Billed B-OE-1c 88
% Cost of Customer Management, of Opex CM-OE-1b 35
% Cost of Customer Management, of Revenue CM-OE-1a 34
% Cost of Fulfillment, of New Revenue F-OE-1a 43
% Cost of Fulfillment, of Opex F-OE-1c 45
% Cost of Future Infrastructure Build, of Revenue F-OE-6 55
% Cost of Sales, of Revenue F-OE-1b 44
% Cost of SLA Management, of Revenue A-OE-1c 67
% Cost of Stranded and Unused Assets, of Revenue G-RM-RA-RLg 13
% Cost Recovered, of Revenue G-RM-CA-PEa 10
5
% Customer Calls Abandoned CM-CE-5 33
% Customer Contacts Received, by Channel Type CM-CE-1 27
% Customer Incidents Reported More than Once A-CE-4a 59
% Customer Payments Received Electronically B-CE-1d 78
% Customer Payments, by Payment Type B-CE-1b 76
% Customer Requests Received, by Request Type CM-CE-3b 32
% Customers Acquired G-RM-5a 8
% Customers Lost G-RM-5b 9
% Customers Misaligned G-RM-RA-DQd 26
% Customers Reconciled G-RM-RA-DQb 24
% Customers Who Are Detractors (Relational) 28
2
% Customers Who Are Detractors (Transactional) 28
5
% Customers Who Are Promoters (Relational) 28
1
% Customers Who Are Promoters (Transactional) 28
4
% Customers with SLA A-CE-4b 60
% Data Records Misaligned G-RM-RA-DQc 25
% Data Records Validated G-RM-RA-DQa 23
% Opex, of Capex G-RM-2 3
% Opex, of Revenue G-RM-3 4
% Orders Delivered by Committed Date F-CE-2c 39
% Orders Failed With 28 Days F-CE-4b 42
% Orders Pending Error Fix F-OE-3d 54
% Orders Requiring Rework F-OE-3c 53
% Orders Requiring Rework, by Cause Type F-OE-3a 51
% Pre-paid Customers Erroneously Identified as Post-paid B-OE-3g 10
2
% Problem Reports from Customers A-CE-4c 61
% Problem Reports Resolved by Due Date A-CE-2c 58
% Problem Reports Resolved Within SLA Time Requirements A-CE-6b 64
% Problem Reports, by Cause Type A-OE-3a 71
% Revenue Overbilled G-RM-RA-RLj 15
% Revenue Recoverable G-RM-RA-PEc 18
% Revenue Recovered G-RM-RA-PEa 16
% Revenue Recovered and Recoverable G-RM-RA-PEg 22
% Revenue Unbilled G-RM-RA-RLb 10
% Revenue, by Bearer Service and Application Type G-RM-4 5
% Revenue, by Channel Type F-OE-1d 46
% Revenue, by Data Services G-RM-4c 7
% Revenue, by Voice Services G-RM-4b 6
% Revenue, of Operating Cost, by Channel Type F-OE-1e 47
% Settlement Reports Accepted G-RM-RA-RLh 14
% Value of Billing Charges from Previous Cycle B-CE-4a 81
% Value of Bills Unpaid B-OE-3e 10
0
% XDRs Falling into Suspense B-OE-3c 98
% XDRs for Billing G-RM-RA-RLe 12
% XDRs Successfully Recovered and Billed After Recycling G-RM-RA-PEf 21
Average Handle Time CM-CE-2b 29
Average Hold Time CM-CE-2a 28
Average Revenue per User (ARPU) G-RM-1b 2
Days Sales Outstanding (DSO) B-OE-2b 91
First Call Resolution (FCR) CM-CE-2c 30
Mean Time Between Failures (MTBF) A-OE-3c 73
Mean Time to Repair (MTTR) 27
7
Net Promoter Score, Relational (NPS-R) CM-CE-6a 10
7
Net Promoter Score, Relational (NPS-R) (2) 28
0
Net Promoter Score, Transactional (NPS-T) CM-CE-6b 10
8
Net Promoter Score, Transactional (NPS-T) (2) 28
3
One 27
9
Profitability G-RM-1 1
Revenue System Size 27
6
Revenue System Uptime 27
5
Service Availability A-CE-5 62
3.4. Business Metrics, Sorted by XLS Name

XLS Name ID Code
activations 24
9
activations.2 25
0
activations.completed 22
4
activations.completed_by_committed_date 12
0
activations.failed 15
2
billing_suspense_files.recycled.per.month 10 B-OE-3f
1
billing_suspense_files.recycled.per.month.2 12
5
bills 21
5
bills.issued 21
1
bills.issued.2 21
7
bills.issued.3 21
6
bills.issued.by.delivery.type 16
1
bills.paid_electronically 21
8
bills.produced 21
9
bills.produced.2 16
3
bills.produced.3 22
0
bills.requiring_adjustments.customer 22
1
bills.requiring_adjustments.internal 22
2
bills.requiring_manual_intervention 16
2
bills.sent_electronically 22
3
bills.with_error 15
1
capex 17
9
cases.recovered_revenue 24
8
collectable_debt_written_off 18
0
cost.assurance 20
3
cost.assurance.per.service_problem.resolved 68 A-OE-1f
cost.billing 15
5
cost.billing.per.bill 89 B-OE-1f
cost.billing_errors 15
7
cost.channel 25
8
cost.collections 15
6
cost.customer_management 20
4
cost.customer_management.per.customer_request 36 CM-OE-1f
cost.fulfillment 15
3
cost.fulfillment.2 20
5
cost.fulfillment.3 26
5
cost.fulfillment.per.installation 48 F-OE-1f
cost.future_infrastructure_build 17
8
cost.leakage.detected_and_not_recovered 27
1
cost.leakage.detected_and_recovered 27
0
cost.sales 15
4
cost.sla_management 19
2
cost.stranded_and_unused_assets 20
6
customer_calls.abandoned 16
4
customer_calls.inbound 23
8
customer_contacts 22
5
customer_contacts.2 22
7
customer_contacts.billing 21
2
customer_contacts.billing.per.bill 84 B-CE-4e
customer_contacts.by.contact.type 16
6
customer_contacts.by.request.type 16
9
customer_contacts.rereported_customer_incidents 16
7
customer_contacts.usability_of_installed_service 17
0
customer_contacts.usability_of_installed_service.per.activation 40 F-CE-3
customer_incidents.closed 23
9
customer_incidents.resolved 11
9
customer_payments 22
8
customer_payments.2 11
0
customer_payments.by.payment.type 10
9
customer_requests 22
9
customer_requests.2 23
0
7
2
customer_requests.handled_to_completion_on_first_call 19
8
customer_requests.x.1000 17
1
customer_requests.x.1000.per.customer 31 CM-CE-3a
customer_transactions 25
5
customers 19
9
customers.2 21
3
customers.3 23
1
customers.4 25
3
customers.acquired 18
1
customers.included_in_reconciliation 17
3
customers.lost 18
2
customers.misaligned 24
1
customers.prepaid.erroneously_identified_as_postpaid 11
1
customers.start_of_month 23
2
customers.start_of_month.2 23
3
customers.with_sla 17
4
data_records 23
4
data_records.misaligned 24
2
data_records.validated 26
6
days.all.billing_errors 14
9
days.from.bill_cycle_close.to.bill_dispatch 20
7
days.per.billing_error 97 B-OE-3b
days.per.revenue_recovery_case 20 G-RM-RA-
PEe
days.to_prepare_bills 90 B-OE-2a
fulfillment_issues 23
5
hours.all.billing_processing_faults.to.resolution 14
4
hours.all.bills.from.bill_cycle_close.to.bill_dispatch 13
9
hours.all.customer_payments.from.receipt.to.posted_in_billing 14
1
hours.all.fulfillment_issues.resolved 13
4
hours.all.installations.committed.between.crd.and.ccd 19
4
hours.all.orders.from.activation.to.bill_dispatch 14
2
hours.all.orders.from.bill_dispatch.to.cash_received 13
6
hours.all.orders.from.ordering.to.activation 14
0
hours.all.orders.from.ordering.to.activation.by.process.type 12
9
hours.all.orders.fromm.ordering.to.acceptance 19
7
hours.all.pricing_changes.from.approval.to.ready_for_customer_ 19
sale 5
hours.all.repair 20
9
hours.all.repair_and_maintenance 26
2
hours.all.service_problem_resolutions.by.process.type 20
0
hours.per.bill.from.bill_cycle_close.to.bill_dispatch 80 B-CE-2b
hours.per.bill_processing_fault_resolution 95 B-OE-2f
hours.per.customer_payment.from.receipt.to.posted_in_billing 94 B-OE-2e
hours.per.fulfillment_issue 52 F-OE-3b
hours.per.installation.committed.between.crd.and.ccd 38 F-CE-2b
hours.per.order.from.activation.to.bill_dispatch 92 B-OE-2c
hours.per.order.from.bill_dispatch.to.cash_received 93 B-OE-2d
hours.per.order.from.ordering.to.acceptance 37 F-CE-2a
hours.per.order.from.ordering.to.activation 49 F-OE-2a
hours.per.order.from.ordering.to.activation.by.process.type 50 F-OE-2b
hours.per.pricing_change 10 O-OE-2a
3
hours.per.service_problem_resolution.by.process.type 70 A-OE-2b
installations 17
5
installations.committed 24
0
minutes.all.customer_incidents.from.reported.to.resolved 20
8
minutes.all.customer_request.handling 13
8
minutes.all.customer_transactions.to.information_posted 14
3
minutes.all.problem_reports.service_restoration 13
5
minutes.all.service.outages 27
4
minutes.all.service_uptime.actual 27
2
minutes.all.service_uptime.contracted 27
3
minutes.all.service_uptime.contracted.2 26
3
minutes.per.customer_incident.resolution.by.customer.type 57 A-CE-2b
minutes.per.customer_incident.resolution.by.severity.type 56 A-CE-2a
minutes.per.customer_transaction.posted 79 B-CE-2a
minutes.per.service_problem.resolution 69 A-OE-2a
months.all.revenue_recovery_cases 19
6
noc_ftes.assigned_to_problem_resolution 24
3
operating_income 18
3
opex 18
6
orders 25
2
orders.2 22
6
orders.accepted 16
5
orders.accepted.2 17
7
orders.fail_within_28_days 16
8
orders.requiring_rework.from.ordering.to.activation 15
9
orders.with_errors 23
6
orders.with_pending_error_fixes 23
7
pct.activations.failed 41 F-CE-4
pct.assurance_time.repair 72 A-OE-3b
pct.bills.adjusted 83 B-CE-4d
pct.bills.adjusted_internally 85 B-CE-4f
pct.bills.delivered.by.delivery.type 75 B-CE-1a
pct.bills.inaccurate 82 B-CE-4c
pct.bills.issued_electronically 77 B-CE-1c
pct.bills.requiring_manual_intervention 87 B-OE-1b
pct.collectable_debt_written_off.of.revenue.collected 99 B-OE-3d
pct.cost.assurance.of.opex 66 A-OE-1b
pct.cost.assurance.of.revenue 65 A-OE-1a
pct.cost.billing.of.revenue.billed 86 B-OE-1a
pct.cost.billing_errors.of.revenue.billed 96 B-OE-3a
pct.cost.collections.of.revenue.billed 88 B-OE-1c
pct.cost.customer_management.of.opex 35 CM-OE-1b
pct.cost.customer_management.of.revenue 34 CM-OE-1a
pct.cost.detected_and_not_recovered.of.revenue 10 G-RM-CA-
6 PEb
pct.cost.fulfillment.of.opex 45 F-OE-1c
pct.cost.fulfillment.per.revenue.new 43 F-OE-1a
pct.cost.recovered.of.revenue 10 G-RM-CA-
5 PEa
pct.cost.sales.of.revenue 44 F-OE-1b
pct.cost.sla_management.of.revenue 67 A-OE-1c
pct.cost.stranded_assets.of.revenue 13 G-RM-RA-
RLg
pct.customer_calls.abandoned 33 CM-CE-5
pct.customer_contacts.by.channel.type 27 CM-CE-1
pct.customer_incidents.reported_more_than_once_by_customer 59 A-CE-4a
pct.customer_payments.by.payment.type 76 B-CE-1b
pct.customer_payments.received_electronically 78 B-CE-1d
pct.customer_requests.by.request.type 32 CM-CE-3b
pct.customers.acquired 8 G-RM-5a
pct.customers.detractors.relational 28
2
pct.customers.detractors.transactional 28
5
pct.customers.lost 9 G-RM-5b
pct.customers.misaligned 26 G-RM-RA-
DQd
pct.customers.prepaid.identified_as_postpaid 10 B-OE-3g
2
pct.customers.promoters.relational 28
1
pct.customers.promoters.transactional 28
4
pct.customers.reconciled 24 G-RM-RA-
DQb
pct.customers.with_sla 60 A-CE-4b
pct.data_records.misaligned 25 G-RM-RA-
DQc
pct.data_records.validated 23 G-RM-RA-
DQa
pct.future_infrastructure_build.of.revenue 55 F-OE-6
pct.opex.of.capex 3 G-RM-2
pct.opex.of.revenue 4 G-RM-3
pct.orders.delivered_by_committed_date 39 F-CE-2c
pct.orders.failed.28days 42 F-CE-4b
pct.orders.pending_error_fix 54 F-OE-3d
pct.orders.requiring_rework 53 F-OE-3c
pct.orders.requiring_rework.by.cause.type 51 F-OE-3a
pct.problem_reports.by.cause.type 71 A-OE-3a
pct.problem_reports.from_customers 61 A-CE-4c
pct.problem_reports.resolved.sla_time 64 A-CE-6b
pct.problem_reports.resolved_by_due_date 58 A-CE-2c
pct.revenue.by.channel.type 46 F-OE-1d
pct.revenue.by.data_services 7 G-RM-4c
pct.revenue.by.service_or_app.type 5 G-RM-4
pct.revenue.by.voice_services 6 G-RM-4b
pct.revenue.of.operating_cost.by.channel.type 47 F-OE-1e
pct.revenue.overbilled 15 G-RM-RA-RLj
pct.revenue.recoverable 18 G-RM-RA-
PEc
pct.revenue.recovered 16 G-RM-RA-
PEa
pct.revenue.recovered_and_recoverable 22 G-RM-RA-
PEg
pct.revenue.unbilled 10 G-RM-RA-
RLb
pct.settlement_reports.accepted 14 G-RM-RA-
RLh
pct.sla_violations.per.sla 63 A-CE-6a
pct.value.billing_charges.from_previous_cycle 81 B-CE-4a
pct.value.bills.unpaid 10 B-OE-3e
0
pct.xdrs.billing 12 G-RM-RA-
RLe
pct.xdrs.recovered_and_billed 21 G-RM-RA-PEf
pct.xdrs.suspense 98 B-OE-3c
pricing_changes 24
4
problem_reports 24
5
problem_reports.2 24
6
problem_reports.3 24
7
problem_reports.actually_closed.within_sla 11
4
problem_reports.closed 12
6
problem_reports.closed.2 27
8
problem_reports.closed.3 11
3
problem_reports.closed.by.cause.type 11
2
problem_reports.due_closed.within_sla 11
5
problem_reports.from_customers 11
6
problem_reports.per.noc_fte 74 A-OE-6a
problem_reports.resolved 11
8
problem_reports.resolved.committed_date 11
7
process.billing.faults.resolved 21
4
revenue 19
3
revenue.2 25
9
revenue.3 18
5
revenue.4 26
1
revenue.5 18
7
revenue.6 18
4
revenue.billed 20
2
revenue.by.channel.type 13
2
revenue.by.channel.type.2 18
8
revenue.by.data_services 18
9
revenue.by.service_or_app.type 19
1
revenue.by.voice_services 19
0
revenue.collected 26
0
revenue.leakage.discovered_and_recovered 26
7
revenue.leakage.discovered_and_recovered.2 26
8
revenue.leakage.recoverable 19 G-RM-RA-
PEd
revenue.leakage.recovered 17 G-RM-RA-
PEb
revenue.leakage.recovered.2 13
1
revenue.leakage.recovered_and_recoverable 15
8
revenue.new 21
0
revenue.overbilled 10 G-RM-RA-
4 RLk
revenue.overbilled.2 13
0
revenue.unbilled 11 G-RM-RA-
RLc
revenue.unbilled_and_underbilled 26
4
seconds.all.customer_call.waiting_time 13
7
service_problems.resolved 12
2
service_problems.resolved.2 12
1
settlement_reports 25
4
settlement_reports.accepted 26
9
sla_violations 12
3
slas 25
1
special.arpu 2 G-RM-1b
special.average_handle_time 29 CM-CE-2b
special.average_hold_time 28 CM-CE-2a
special.dso 91 B-OE-2b
special.fcr 30 CM-CE-2c
special.mtbf 73 A-OE-3c
special.mttr 27
7
special.nps.relational.2 28
0
special.nps.transactional.2 28
3
special.nps_relational 10 CM-CE-6a
7
special.nps_transactional 10 CM-CE-6b
8
special.one 27
9
special.profitability 1 G-RM-1
special.revenue_system_size 27
6
special.revenue_system_uptime 27
5
special.service_availability 62 A-CE-5
users 12
4
value.ar 13
3
value.billing_charges.current 20
1
value.billing_charges.previous_billing_cycle 14
8
value.invoices 14
5
value.invoices.unpaid 14
6
value.sales.per.day 15
0
xdrs 25
6
xdrs.2 25
7
xdrs.billing 16
0
xdrs.network 17
6
xdrs.recovered_and_billed 12
8
xdrs.suspense 12
7
Appendix A: Administrative Information
A.1. Version History

This section records the changes between this and the previous document version as it is edited
by the team concerned.
Version Date Author Comments

BM 1001 Nov. 1, 2011 Business Metrics & Scaffold Team Beta
V1.0
BM 1001 Mar. 6, 2012 Business Metrics & Scaffold Team: Updated:
1.5 Alcatel-Lucent: Deepak Kanwar Metric Development &
Amdocs: Joseph Keirnan Approval Processes
CISCO: Tony Verspecht Deleted:
Modifying Detail extraction
eTezeract: Toni Graham
Hewlett-Packard: Bill Zimmer
OSI: Randy Custeau
TM Forum: Beryl Graham
GB935-A Mar 15, 2013 Robert Bratulic, IBM First version; listings
V7.0 generated from metrics library
spreadsheet macros. Metrics
names have been
standardized (legacy name
captured as a field)
V7.1 Nov 5, 2013 Alicja Kawecki Updated cover (incl addition of
IPR Mode) and Notice to
reflect TM Forum Approved
status
A.2.Release History
This section records the changes between this and the previous document version as it is edited
by the team concerned. Note: this is an incremental number which does not have to match the
release number.
Version Date Author Comments

GB935-A Mar 15, 2013 IBM: Robert Bratulic First version; listings
R13.0 generated from metrics library
spreadsheet macros. Metrics
names have been
standardized (legacy name
captured as a field)
A.3. Document Family and Related Documents

Document Name Revision/Date
TM Forum GB935: Concepts & Principles V7.0 / Apr 2013
TM Forum GB935-A: Addendum A: Business Metric Specifications V7.0 / Apr 2013
TM Forum GB935-B: Addendum B: Business Metric Development Guide V7.0 / Apr 2013
TM Forum Business Metrics Poster V7.0 / Apr 2013

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Business Metrics

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1.1. Document Overview

2. Description of Metrics, By Metric ID

2. Average Revenue per User (ARPU)

Description: Service Offering cost efficiency by assessing Service Offering OpEx

5. % Revenue, by Bearer Service and Application Type

Den Includes: Service revenue, CPE revenue or CPE revenue allocation

6. % Revenue, by Voice Services

7. % Revenue, by Data Services

Topic: Customer Constancy

Num XLS Name: customers.lost

10. % Revenue Unbilled

Den Prose Name: $ Revenue

11. $ Revenue Unbilled

Legacy Name: Amount of Revenue That Could Not Be Billed

12. % XDRs for Billing

13. % Cost of Stranded and Unused Assets, of Revenue

XLS Name: pct.cost.stranded_assets.of.revenue

14. % Settlement Reports Accepted

Description: Service Offering revenue efficiency by assessing the quarterly verified

15. % Revenue Overbilled

Prose Ratio: $ Revenue Overbilled (2) / $ Revenue

16. % Revenue Recovered

Num Prose Name: $ Revenue Recovered (2)

17. $ Revenue Recovered

Den XLS Name: special.one

18. % Revenue Recoverable

Legacy Name: % Recoverable Revenue Value

19. $ Revenue Recoverable

20. # Days per Revenue Recovery Case

Comments: It is better to consider collection time instead of billing time for

21. % XDRs Successfully Recovered and Billed After Recycling

Process Focus: General

22. % Revenue Recovered and Recoverable

XLS Ratio: revenue.leakage.recovered_and_recoverable / revenue

23. % Data Records Validated

Num XLS Name: data_records.validated

24. % Customers Reconciled

25. % Data Records Misaligned

26. % Customers Misaligned

27. % Customer Contacts Received, by Channel Type

Description: customer preference in interaction channel by assessing the

28. Average Hold Time

Metric Type: Ratio

29. Average Handle Time

XLS Ratio: minutes.all.customer_request.handling / customer_requests

30. First Call Resolution (FCR)

Den Prose Name: # Customer Requests (3)

31. # Customer Requests (x1000) per Customer

32. % Customer Requests Received, by Request Type

Legacy Name: Distribution Of Customer Requests

33. % Customer Calls Abandoned

34. % Cost of Customer Management, of Revenue

35. % Cost of Customer Management, of Opex

XLS Name: pct.cost.customer_management.of.opex

36. $ Cost of Customer Management per Customer Request

Comments: Currency needs to be adapted for IMF PPP

37. # Hours per Order, from Ordering to Acceptance

38. # Hours per Installation Committed, Between Customer Required and

Description: customer experience of promptness in fulfilling an order by assessing