Display percentage of incidents that first call resolution, and a provide a benchmark for what goal of IT is ?

[prash4]

Hello, 

How can i Display percentage of incidents that achieve first call resolution, and a provide a benchmark for what goal of IT is ?

[Community Alums]

Hi Prash,

Analytics Hub/Performance Analytics uses "Number of resolved incidents by first assigned group" so I would think that is looking at Reassignment Count=0.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[prash4]

Hello @Sandeep Dutta ,

Thank you for response.

please have a look at the image, where i have given the conditions.

 in order to achieve percentage of incidents that achieve FCR, should i be calculate with total no of incidents ? 

[Community Alums]

That's correct.