First Contact Resolution

[IssacR]

I was recently asked to start tracking first contact resolutions. Our current workflow is that almost everything starts as an interaction - emails, phone calls, chats, etc. From there, Tier 1 will attempt to resolve it from the interaction, otherwise create an incident/request to resolve their issue. 

My question is this a good practice and what is your process is for tracking this metric? What do you, as an organization, define as a first contact resolution and how do you report on that within ServiceNow?

[Tanushree Maiti]

Hi @IssacR 

These two resource will be good to starts with

https://www.youtube.com/watch?v=_HK9-Kpx8IE

KB0752315 How is the First Call Resolution metric calculated for the Incident records ? 

There is an OOTB Metric definition called First Call Resolution.

Navigate to /metric_definition_list.do and search for "First Call Resolution" for the Incident table. The main purpose of this Metric definition is to measure incidents that are closed on the first call.

Explanation:

1. Create a new Incident with all the information and set the state to Closed, click Submit.
2. Now the state is Inactive and sys_mod_count will be '0.
3. According to the metric definition, the Value on the 'metric_instance' should be set to 'true' for this Incident.

Note: Link of metric instance :https://<your_instance_name>/metric_instance_list.do?sysparm_query=definition%3D35f3dc69c0a808ae0008665731c17d03&sysparm_first_row=1&sysparm_view=

The purpose of this metric definition is to report on those incidents that were closed at the first call (attempt).

Also refer: https://www.servicenow.com/community/servicenow-ai-platform-forum/how-to-use-metrics-for-first-call-...

https://www.servicenow.com/community/in-other-news/you-re-doing-it-wrong-what-to-measure-in-customer....

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

[IssacR]

Maybe I'm understanding the script in the metric definition wrong, but from what I see is that an incident would only be a first call resolution if the incident state is closed on insert. A conflict of this metric with our process is our Tier 1 agents work out of interactions, creating incidents and requests. When they select the Create incident UI action, it inserts an incident in the New state, meaning a FCR is never established by this definition.

[AndersBGS]

Hi @IssacR 

In my opinion you are almost there.

An interaction is basically the interaction that you have with the end user by chat, walk-in etc. But nothing the less if it is resolved by first contact or not, the interaction should still create an incident or an request - otherwise you have no clue what the interaction was about, what was impacted and how it was resolved. 

[IssacR]

Thanks for the reply Anders. If we were to follow this practice, how would you differentiate an incident being resolved within that first call vs an incident created from that call and escalated within ServiceNow to report on?