FCR Table, Where is it?

[Vickie3]

I need to look First Call Resolution and see those items marked as true/false if they need to be changed.  Can anyone tell me where to find the table?

[Aman Kumar S]

I believe its a metric and not a table.

Check this link in your instance:

https://your_instance_name.service-now.com/metric_definition_list.do?sysparm_query=nameLIKEfirst&sysparm_view=

[chrisperry]

Hi there,

First Call Resolution metric data is stored in the metric_instance table. Add a filter for Definition = First Call Resolution as below:

If this answer is helpful please mark correct and helpful!

Regards,

Christopher Perry

[Vickie3]

Thank you Christopher I am new to all of this.  I am there and need a little more help.  When you look at an incident and select the Type etc.  There has to be something somewhere we you can defined if this should be included or not in the FCR.  That is what I am trying to go.

[chrisperry]

Hi Vickie,

The first call resolution metric data is not stored on the incident record itself. It is stored in the metric_instance table as I mentioned earlier. That data is automatically calculated based on the script in the OOTB Metric Definition (metric_definition table): First Call Resolution (link: https://<<your instance name>>.service-now.com/metric_definition.do?sys_id=35f3dc69c0a808ae0008665731c17d03 )

You can certainly go back and manually update previously calculated metric_instance records for the First Call Resolution metric_definition as below (link: https://<<your instance name>>.service-now.com/metric_instance_list.do?sysparm_query=definition%3D35f3dc69c0a808ae0008665731c17d03&sysparm_first_row=1&sysparm_view= 😞

 For more information on Metric Definitions and Metric Instance data, please see documentation here.

If this answer is helpful please mark correct and helpful!

Regards,

Christopher Perry