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‎05-16-2016 10:43 AM
I would like to know if Service Now measure and tracks first call resolution? What metrics does it use to calculate this? And does this come out of the box?
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‎05-16-2016 03:27 PM
Hi Kevin,
On the incident table there is an integer field called reassignment count (this is ootb). If a ticket is reassigned it will be increased by 1.
So if a resolved incident has a reassignment count of 0 it is considered a first call resolution.
Cheers,
Vincent
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‎09-07-2016 07:13 AM
Thanks, this is really helpful for first call resolution reporting.
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‎09-25-2023 08:04 AM
Hi Community,
For this first call resolution, I have used the reassignment count as "0".
However, I would also like to include a filter with the condition "never been in suspended state". Do you know how can I add this condition?
