CX - Service Request Milestone

This table describes the B2B Service Request Milestone metrics.

Metric	Metric Definition
# of Active Milestones	The total SR Active Milestones (does not include the Milestones in Cancelled status)
# of Cancelled Milestones	The total SR Milestones that are in Cancelled status. (Milestone status = Cancelled)
# of Completed Compliant Milestones	The total Milestones that have been Completed and are Compliant (Milestone status = Complete and Compliance Flag = Y)
# of Completed Expired Milestones	The total Milestones that have been completed and Expired (Milestone status = Complete and Compliance Flag = N)
# of Completed Milestones	The total Milestones that have been completed (Milestone status = Complete)
# of Compliant Milestones	The total Compliant Milestones (Milestone Status not equal to Cancelled and Compliance Flag not equal to N)
# of Expired Milestones	The total Expired Milestones (Milestone Status not equal to Cancelled and Compliance Flag = N)
# of Milestones	The total SR Milestones including the Milestones in Cancelled status
# of Overdue Time Milestones	The total non-compliant/Overdue Milestones. (Compliance Flag = N). Canceled Milestones are also included in this metric.
# of Raw SRs (Milestone)	The total number of SRs with Milestones including the deleted SRs.
# of SRs	The total number of SRs with Milestones
% Completed Compliant Milestones	The percentage of Completed Compliant milestones. This metric is calculated as follows: 100*(# of Completed Compliant Milestones/# of Completed Milestones)
% Completed Expired Milestones	The percentage of Completed Expired Milestones. This metric is calculated as follows: 100*(# of Completed Expired Milestones/# of Completed Milestones)
% Completed Milestones	The percentage of Completed Milestones. This metric is calculated as follows: 100*(# of Completed Milestones/# of Active Milestones)
% Compliant Milestones	The percentage of Compliant Milestones. This metric is calculated as follows: 100*(# of Compliant Milestones/# of Active Milestones)
% Expired Milestones	The percentage of Expired Milestones. This metric is calculated as follows: 100*(# of Expired Milestones/# of Active Milestones)
Average of Overdue Time (Minutes)	The total time elapsed in minutes since the SR Milestone was due averaged over a number of overdue time Milestones. Applies for non-compliant milestones.
Overdue Time (Minutes)	The total time elapsed in minutes since the SR Milestone was due. Applies for non-compliant milestones.
# of First Response Compliant SRs	The total SRs that have the compliant first response milestone i.e. whose First Response milestone has been met.
# of Resolution Compliant SRs	The total Resolved Compliant SRs i.e. whose Resolution milestone has been met.
# of SRs with First response Violations	The total SRs with first-response violations i.e. whose First Response milestone has not been met.
# of SRs with Resolution Violations	The total SRs with Resolution violations i.e. whose Resolution milestone has not been met.
% First Response Compliant SRs	The percentage of the first response SRs that are compliant. This metric is calculated as follows: 100*(# of First Response Compliant SRs/(# of First Response Compliant SRs + # of SRs with First Response Violations)
% Resolution Compliant SRs	The percentage of the Resolution SRs that are compliant. This metric is calculated as follows: 100*(# of Resolution Compliant SRs/(# of Resolution Compliant SRs + # of SRs with Resolution Violations )
% SRs with First Response Violations	The percentage of the SRs with first-response violations. This metric is calculated as follows: 100*(# of SRs with First response Violations / (# of First Response Compliant SRs + # of SRs with First Response Violations)
% SRs with Resolution Violations	The percentage of the SRs with Resolution violations. This metric is calculated as follows: 100*(# of SRs with Resolution Violations/(# of Resolution Compliant SRs + # of SRs with Resolution Violations)