FCR Report

[Navyashree]

Hi All,

 I'm new to servicenow & got a requirement to Create a  report with FCR & it's percentage. PFA for more details & help me out to create the requested report.

Filter condition for FCR incidents is State is Closed AND Reassignment count <=1

FCR % is calculated as mentioned below

Total No. of FCR Incidents / Total Incidents * 100

[AndersBGS]

Hi @Navyashree ,

For the filtered report, you can create this through the report designer in ServiceNow: https://docs.servicenow.com/en-US/bundle/vancouver-now-intelligence/page/use/reporting/reference/rep...

For the percentage calculation you can utilize performance analytics. If you have no prior experience with performance analytics, I would recommend you to take the training to get the basic understanding: https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&summary_id...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Tai Vu]

Hi @Navyashree 

There's an OOTB Formula Indicator in Performance Analytics.

Name: % of incidents resolved by first assigned group

URL: https://<instance_name>/pa_indicators.do?sys_id=002d65c3d7131100b96d45a3ce6103e2

You can have a look on that one if PA enabled in your instance.

Cheers,

Tai Vu