Unable to calculate FCR percentage

Mohitpand3y
Giga Contributor

‎01-12-2023 08:12 AM

Hi everyone, I need to create a performance report for my team but i am facing issue while finding FCR (First Contact Resolution) percentage for each employee. I am able to fetch total number of FCR tickets but to calculate the percentage, I need total number of tickets handled by each employee in a month. Could someone help me in this. Which filter should I apply in ServiceNow to get this data.

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Natasha Chornom
ServiceNow Employee
ServiceNow Employee

‎01-12-2023 08:34 AM

The First Call Resolution indicator shows the percentage of cases that were resolved during the first contact with the customer.   Out of box, the First Call Resolution script returns a value of true or false. 

 

FCR is true if a record has one update. For example, if the state of a new case is set to Closed and then updated or saved, the FCR value is True.

FCR is false if:
  • A case is reopened.
  • The state of a case is updated to Awaiting Info.
  • An Openframe phone record exists for the case and the date of that record is prior to the case resolution date.
  • An email log exists for the case, the email was not created by the system, and the email creation date is prior to the case resolution date.
  • A work order entry exists for the case and the date of that work order is prior to the case resolution date.

 

Here's some additional detail - Case Report Form.

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Mohitpand3y
Giga Contributor
In response to Natasha Chornom

‎01-12-2023 09:11 AM

Hi Natasha, thanks for the quick response but I am not sure how this will help my situation. I am all set with the FCR count but problem is with the total number of cases handled by an employee. How to get that?

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Natasha Chornom
ServiceNow Employee
ServiceNow Employee
In response to Mohitpand3y

‎01-12-2023 10:04 AM

FCR out of box provides you with the percentage based on an analysis of cases closed with one update against the total number of cases for the agent during the current time period.  

 

Percentage of cases that were resolved during first contact with the customer. The percent change in the current period appears under the total percentage.
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