First Time Resolution % Report

[James148]

Hello

I am trying to create a report for a customer showing the number of first time resolution (FTR) incidents as a percentage of the total incidents logged in a 30 day period:

The customers definition of first time fix is:

active = false

and

reassignment count = 0

and 

assignment group = service desk

I can happily create a metric definition for the above but I am having issues presenting the FTR as a percentage of the whole number of incidents in a 30 day period.

Oh and to make things slightly harder I need to achieve the above without performance analytics.

Does anyone have any ideas, your help will be greatly appreciated.

Thanks

James 

[Sagar Pagar]

Hello James,

Check the OOB 'KPI - First Time Resolution Rate by Category' in PDI, you will get idea.

Modified as per your condition.

Regards,

Sagar Pagar

[James148]

Thanks Sagar, this helps alot.

[Adam Stout]

You are describing a standard use case for Performance Analytics.  Why would you not use the feature that does exactly what you want to do?

[James148 · Accepted solution]

Thanks Adam, we are fast moving towards this idea too.