FCR Calculation

[VajrapuS]

Need help on how to calculate FCR for level 1 Service Desk team comparing the count of incidents they created vs count of incidents resolved at level1 by service desk team members

[Tanushree Maiti]

Hi VajrapuS,

There is an OOB integer field called reassignment count in incident table. If a ticket is reassigned it will be increased by 1. If a resolved incident has a reassignment count of 0 it is considered a first call resolution.

Please go through following community posts,  it will definitely help you:

How is the First Call Resolution metric calculated for the Incident records ? - Support and Troubles...

How to use metrics for First call resolution? - ServiceNow Community

Creating a report for First Call Resolution - ServiceNow Community

Solved: How is first call resolution measured by Service N... - ServiceNow Community