Measuring First Contact Fix Rates | Incident Management

Glynn_Parker1 · ‎06-16-2015

My question relates to first contact fix rates.

I have been tasked with implementing a solution to track the volume of first contact fixes as they relate to incidents raised. A fundamental requirement is that the solution is automated, and no human interaction is required. This means my initial thought of having ITIL staff checking a box is out of the window .

Therefore, I'm thinking along the lines of an OnCellEdit client script that checks a field during incident creation. So, when an ITIL incident form is launched, and the status is set to resolved (before the incident is submitted/saved), my Resolved at first contact field is checked. If the status is anything other than Resolved, the field remains unchecked.

I'm wondering if anyone here has any experience of implementing such a solution/script and can offer some pointers. Or, does anyone have some advise if I'm going down the wrong route to resolve this task.

Thanks

David OBrien · ‎06-16-2015

I've seen a few different thresholds that are used to determine first call resolution. One is as you described that basically the incident is first saved in a resolved state. Another I've seen is a time threshold where resolution within 30 minutes of creation gets set to first call resolution. It sounds like resolving when the incident is created is really what you're targeting though.

For that, I would set it with a business rule that runs after insert and sets a flag to true (in this example, field names FCR [u_fcr]).

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roderic · ‎05-02-2018

Not sure how to apply this script above with current SNow version.

But what I need is last month's FCR (First Contact Resolution). This means:

Resolved after 3/31/2018
Resolved Before 5/1/2018
Reassignment Count = 0
Resolve time less than 86400 (seconds in 24 hours)

So, everything resolved last month where it was resolved by the same person it was initially assigned to and was put into a resolved state within 24 hours.

HOWEVER, I need to be able to compare this to the overall number of tickets that were resolved last month so that I can get a percentage that met the FCR requirement versus those that didn't. So, (for instance) 54% met FCR criteria and 46% did not.

Ryan S · ‎10-18-2019

I realize this is old...but if you're still looking. You could do this with Performance Analytics. Set up an automated indicator for the numerator and another for the denominator, then a formula to calculate the result.