First Call Resolution

[magoo]

I have been asked to create a new metric for first call resolution.   Currently we use the out of box (opened and closed (no save etc in-between) The business would like to have a First call resolution that is calculated with the following parameters;

Incident was taken via phone

Incident was not routed (creator is the same as resolver)

Incident was marked resolved within 1hr of create time.

Does anyone have a metric setup that is similar?\

Steve

[TJW2]

One idea is to create a BR when INC resolved.   Check the other conditions and set a 'FCR' flag on the INC record.   You could then report on all INC where FCR is true.

[Bhavesh Jain1 · Accepted solution]

I agree with the above suggestion provided. In case you are looking for the code, here it is :

1. Create a checkbox field First Call Resolution on incident table

2. Write onBefore business rule on incident table

3.   Script below

if(current.contact_type == 'phone' && current.caller_id == current.resolved_by && current.opened_at > gs.hoursAgo(1))

{ current.u_fcr = true;}

Regards,

Bhavesh

http://www.igate.com

[Subhajit1]

Hi Bhavesh,

A small query(correct me if i am wrong):-

Why would current.caller_id == current.resolved_by be there in the BR condition?

Shouldn't it be current.opened_by == current.resolved_by?

Thanks,

Subhajit

[Bhavesh Jain1]

I guess yes.

It should be current.opened_by == current.resolved_by;