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 

[Satya28]

Hi Adam,

What is that? I do not find any suitable one. I am trying to create MTTR and FTR reports.

Can you help me with any live demos ? Thanks in advance.

Regards,

Satya,

[Adam Stout]

Your account executive should be able to set up any demos for you.  If you want to understand more about the capabilities of Performance Analytics, I would recommend taking the self-paced and free Performance Analytics Essentials in Now Learning.

[Tushar Hirpurk1]

Hello James,

                  Have you tried to do this with the help of "Report ranges", basically if we want to calculate the age of the particular incident we can find with the help if report range in reporting,

while in PA you can create a formula indicator and you can achieve this

Please mark reply as Correct/Helpful, if applicable. Thanks!

Thanks,

Tushar