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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?
Solved! Go to Solution.
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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?
