Carrier-to-Carrier Guidelines Ver.17 - Verizon

Formula:∑ Response Times for each transaction divided by the Number of Transactions for each transaction type.Note: For all PO-1 Retail sub-metrics, the formula is: Response times for each transaction divided bythe number of simulated transactions for each transaction type.Report Dimensions:Company:• CLEC Aggregate• CLEC Specific (PO-1-09 only)ProductsCLEC Aggregate:• EDI• CORBA (Except PO-1-04)• WEB GUI / LSI/WGeography:• State SpecificNote: Metric PO-1-09 Parsed CSR does not go through the WEB GUI/LSI/W interface,therefore, sub-metric PO-1-09 does not report WEB GUI /LSI/W results.Sub-Metrics – PO-1 Response Time OSS Pre-Ordering InterfacePO-1-01 Average Response Time – Customer Service Record (CSR)Calculation Numerator DenominatorSum of all response times for CSR Number of CSR transactions.transactions.PO-1-02 Average Response Time – Due Date AvailabilityCalculation Numerator DenominatorSum of all response times for Due Date Number of DD Availability transactions.(DD) Availability.PO-1-03 Average Response Time – Address ValidationCalculation Numerator DenominatorSum of all response times for Address Number of Address Validation transactions.Validation.PO-1-04 Average Response Time – Product & Service AvailabilityCalculation Numerator DenominatorSum of all response times for Productand Service Availability.Number of Product and Service availabilitytransactions.PO-1-05 Average Response Time – Telephone Number Availability & Reservation 6Calculation Numerator DenominatorSum of all response times for TelephoneNumber Availability/Reservation.Number of Telephone NumberAvailability/Reservation transactions.6 While Address Validation can be completed on a stand-alone basis, Telephone Number reservation is alwayscombined with Address Validation. For VZ retail representatives this is a required two step process requiringtwo separate transactions.22VZEAST201003-NY200909Version 17.0