How to correct calculate first contact resolution rate

rui
Kilo Contributor

‎03-30-2017 02:14 PM

I use the the default metric definition FCR  in ServiesNow which I believe is calculated as " If the incident is inactive and the update count (sys_mod_count) is zero, its consider FCR."

So basically, FCR = true only happens for the below scenarios:  

  • Answer the call, ticket pop-up, close it right away without saving it first.

  • Manfully open a ticket, close it right away without saving it first.

However,  we are defining it as first contact resolution then emails need to be considered as a first contact resolution.   The bulk of tickets we receive come from emails, not counting those is not an accurate reflection of this metric.  

I am wondering how the FCR is caculated and used in other organization, and what is the way to get the metrics in ServiceNow?

Thank you!

Rui

 

 

 

 

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rob_pastore
ServiceNow Employee
ServiceNow Employee

‎03-30-2017 02:21 PM

You can use a combination of contact type and the updates field (counts the number of times the task was updated)



So if update = 0 and contact type is phone then it's FCR.



if contact type is email and updates ==1 ; then it's FCR


Michael Brady
Kilo Guru

‎03-27-2020 05:56 AM

Hello i was wondering if you managed to resolve your question above and if so how what the scripting looks like in the Metric post change. Would you be able to share it at all? 

Thank you,

Mike. 

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