Creating a report for First Call Resolution

[prudhvig]

Hi,

I am trying to create a report on incidents which have followed First Call Resolution and the ones which did not meet the requirements for First Call Resolution

In our organization, the First Call Resolution has following rules:

1.) Incidents should not be reassigned to other teams.

2.) Incidents should not be re-opened.

3.) Incidents should be resolved within SLA.

So, these three have to be met for successful First Call Resolution.

This is the report I have tried creating. But, it is not complete.

I have added only 1 condition which says the Reassignment Count is 0. This condition solves the 1st point which says the incidents should not be reassigned.

What condition should I add to see whether the incidents are re-opened or not? And similarly, what condition should I add for incidents which are resolved within SLA?

Also,please suggest the "Type" and "Group By" fields.

Please let me know. Thanks in advance.

[SanjivMeher]

Hi Prudhvi,

Use the Reopen Count in incident to identify, if the incident was reopened.

If you have any flag to identify in the incident table, that the SLA was breached or not, you can use that field.

Set Type field as List. Leave Group By field as it is.

[prudhvig]

Thanks for the reply Sanjiv. I have added the condition "Reopen Count" "is" "0". But, I do not have a flag to identify whether SLA is breached or not. Could you please suggest any alternatives for this? Please let me know.

[randrews]

you should be able to query the task sla table to get the sla.. assuming you only have one SLA on each incident record it is a fairly simple query

[SanjivMeher]

Another option is to create a report directly on incident_sla table. In incident_sla table, use Has Breached flag to identify if the SLA was breached or not.