Creating report on Fist Call Resolution rate(%)

[kafley_monami]

Hi,

I need to create a report on First call resolution rate(%) for each country for each day

So far, I have created 2 formula indicators on the incident table. Namely to calculate:

1. First call resolution country in country A, filtered with: location, reassignment count = 0, created this year
2. Total incidents in country A, filtered with: location, created this year

Then I formulated the percentage of these indicators. -> (First call resolution country in country A / Total incidents in country A) * 100

But unfortunately, the real time data is not validated with this report.

Can someone guide me where is it going wrong?

Thanks in advance,