First Call Resolution Metric Calculation

[subashds6515]

Hi,

I'm currently working on creating a report using the First Call Resolution metric, but I'm encountering unexpected results. Could someone please explain the purpose of this metric and offer some guidance on how to use it to generate a report effectively?

Thanks,

Subash

[JP - Kyndryl · Accepted solution]

Hi Subash,

See https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0752315

And:    https://www.servicenow.com/community/now-platform-forum/how-to-use-metrics-for-first-call-resolution...