I am trying to understand how First Call Resolution Metric is calculated for both interaction and incidents. I can't seem to find what the out of box calculation math is.
Also, what happens to the First Call Resolution metric when a Interaction opens and Incident but the tier 1 Service Desk team is the one who received the call which opens the interaction, they turn it into an INC and they without reassignment resolves it.
We are seeing multiple incidents resolved by the Service Desk as false for FCR because re-assignment is 1 due to it being opened from an Interaction.
